Shipping policy

Ordering

1. Are the items displayed in the shop also available?
Generally speaking, items displayed in the shop are of course available. However, certain colors or sizes may be sold out. Once you have selected the color and size on the item page, the respective availability will be displayed.

2. Is there a minimum order value?
No! There is no minimum order quantity for orders placed at www.realwake.com.

 

Payment

1. How can I pay at www.realwake.com?
We choose our payment methods very carefully. We want the payment process to be as convenient and straightforward as possible for you. That is why we currently offer the following payment methods:

Credit card (Visa, Mastercard, American Express)
PayPal

 

Shipping

1. Which countries does www.realwake.com deliver to?
www.realwake.com currently delivers to Germany, Switzerland, and Austria, as well as the following countries:

Belgium, Denmark, Finland, France, Ireland, Israel, Italy, Netherlands, Norway, Poland, Portugal, Sweden, Spain, Czechia, United Arab Emirates, United States, United Kingdom.

2. How much are the shipping costs?
Standard Shipping costs are for all goods under 6kg are 9.99€, Express Shipping 29.99€. For all goods over 6kg (such as Wakeboards, Surfboards and Waterskis) the shipping flat rate is 39€. 

Israel, Cyprus, Greece, Guernsey, Ireland, Island, Isle of Man, Jersey, Malta, Portugal, Spain:
Shipping costs are for all goods under 6kg are 29.99€ and for all goods over 6kg
(such as Wakeboards, Surfboards and Waterskis) the shipping flat rate is 39€. 

Islands of Aland, Albania, Andorra, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Denmark, Estonia, Faroe Islands, Finland, Gibraltar, The United Kingdom, Kosovo, Croatia, Latvia, Lithuania, Luxembourg, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Republic of Moldova, Romania, San Marino, Sweden, Serbia, Slovakia, Slovenia, Svalbard and Jan Mayen, Czechia, Ukraine, Hungary, Vatican City:
Shipping costs are for all goods under 6kg are 19.99€ and for all goods over 6kg
(such as Wakeboards, Surfboards and Waterskis) the shipping flat rate is 39€. 

Italy must provide their Codice Fiscale in order to receive your order. Our shipping costs include all freight and customs costs, so you don't have to pay any additional processing fee after receipt of the order.

3. How long will it take for my order to be delivered?
The delivery time of your package depends on the availability and shipping method of the items you have ordered. If available, it usually takes 1-2 business days (Switzerland).

 

Returns / Exchanges

The consumer is obliged to inspect the products thoroughly immediately upon receipt or have them inspected.

The consumer has the right to cancel the purchase without giving reasons within 14 days of delivery of the product in question (cooling-off period), provided that the products have not been worn, washed, or used in any other way. In this context, the following must be taken into account:

Intimate or hygiene items are completely excluded from return. Please see more details to return exceptions in our terms and conditions. 

Original labels must not have been removed.
The item must be in its original packaging.
Furthermore, the following items cannot be returned:
* Gift vouchers
* Some health and personal care products

In certain situations, only partial refunds will be granted:

* Items that are no longer in their original condition, are damaged, or are missing parts for reasons not attributable to our error.

• Items that are returned after 30 days from delivery.

Without prejudice to the consumer's statutory rights, the consumer may return the item after withdrawing from the purchase, having submitted a return request via the contact form or by email to info@realwake.com, in order to receive a refund. The costs of the return shipment are borne by the consumer. To complete your return, we require a receipt or proof of purchase. Please do not return the purchased items to the manufacturer, but to the address provided by us.

 

Refunds

Once we have received and inspected your return, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed. After a few days, a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds
If you haven't received your refund yet, first check your bank account again. Next, contact your credit card company. It may take some time for your refund to be credited. Next, contact your bank. There is often a processing time before a refund is posted to your account. If you have done all of this and still have not received your refund, please contact us at info@realwake.com.

 

Sale items

Refunds can only be made for items at regular price; sale items are unfortunately excluded from refunds.

Exchanges

Exchanges will only be granted for defective or damaged items. If you would like to exchange an item for the same item, please send us an email at info@realwake.com.

Gifts

If the item was marked as a gift when purchased and sent directly to you, you will receive a voucher for the purchase value when you return the item. Once we have received the returned item, you will receive a voucher by email.

If the item was not marked as a gift when purchased or sent to the gift giver, the refund will be made to the gift giver, and the gift giver will be notified of the return.

Return Shipping

You must pay the shipping costs for returning your item yourself. Shipping costs are non-refundable. The risk of damage and/or loss of the returned product remains with the consumer until it is delivered to the realwake.com warehouse. 

If you are shipping an item worth more than €75, you should consider using a shipping service like Fedex with tracking or taking out shipping insurance. We cannot guarantee that we will receive the item you return.