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FAQ

Hurley FAQ's

FAQs

Go to category...DeliveriesOrders & ShippingReturns & ExchangesProduct technologySizing HelpPricing & Price AdjustmentsPayments & FeesAccount InformationAuthentic MembershipAccessibility

Deliveries

What Delivery Methods are Available?

US Ground Shipping

(Orders ship within 48 hours)

Orders are shipped via FedEx and delivered within 4-7 business days.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

US Expedited Service

All delivery timeframes are estimated from despatch. Expedited Orders will be despatched within 24 hours.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

US Territories - Ground Shipping

(Orders ship within 48 hours)

Orders are shipped via USPS and delivered within 4-7 business days.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

How are orders shipped?

Standard Ground Shipping: $10 (5–10 business days)

All orders are shipped with FedEx Monday through Friday, excluding holidays. Once your order is on its way, we’ll send a tracking number straight to your inbox.

Expedited Shipping: $30 (1–3 business days)

All delivery timeframes are estimated from despatch. Expedited Orders will be despatched within 24 hours.

Once your order is on its way, we’ll send a tracking number straight to your inbox.

US Territories - Ground Shipping: $15 (5–10 business days)

All orders are shipped with USPS Monday through Friday, excluding holidays. Once your order is on its way, we’ll send a tracking number straight to your inbox.

Delivery Costs

US Ground Shipping

(Orders ship within 48 hours)

Orders are shipped via FedEx and delivered within 4-7 business days.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

US Expedited Service

All delivery timeframes are estimated from despatch. Expedited Orders will be despatched within 24 hours.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

US Territories - Ground Shipping

(Orders ship within 48 hours)

Orders are shipped via USPS and delivered within 4-7 business days.

Delivery times may vary during holidays periods, including Thanksgiving/Black Friday, the month of December, and Sale events.

Orders & Shipping

Can I track my order?

Once your order has been dispatched, a tracking number will be included in your confirmation email. You can also track your parcel via our Track My Order page.

Can I edit or cancel an order?

We know mistakes can happen, so we give you a 15-minute window after your order is placed to make any address changes or request a cancellation.

How do I make a change or cancel my order?

If you need to update your shipping address, make adjustments to an item, or cancel your order, please contact us immediately within 15 minutes of placing your order.

What happens after 15 minutes?

Once the 15-minute window has passed, your order automatically begins processing for shipment.

At that point:

Why do you limit changes to 15 minutes?

We aim to ship orders out quickly — often the same day. To make this possible, we begin preparing your order almost immediately after it’s placed.

The 15-minute grace period ensures you still have a short window to make adjustments without delaying fulfilment.

If the order has already been shipped, you’re welcome to return it following our Returns process.

Where is my order?

Once your order has been dispatched, you’ll receive a confirmation email with tracking details. This can take up to 48 hours after placing your order.

For real-time updates, simply visit our Track My Order page and enter your details.

If you still have questions, our Customer Care team is here to help.

My order was marked delivered but it’s not here.

If no one was home at the time of delivery, the carrier (FedEx) will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order to ensure it’s headed to the right location.

If you still are unable to locate the package, please contact our customer service team, who can raise directly with the carrier.

What if my package gets lost or arrives damaged?

Lost packages

At Hurley, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost in transit, please contact our customer service team here with your order number and all relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such cases, please contact our customer service team here and include photos of the damaged items or package.

We will review the documentation provided and arrange a replacement or refund if appropriate.

What do I do if I receive the wrong item in my order?

If you believe you have received the wrong item, Please report your this to our customer service team here.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation!

What if my order doesn't arrive on time?

We know how frustrating a late delivery is — especially if you paid for faster shipping. Here's what to expect and how to get it sorted.

Standard Ground shipping (5–10 business days)

If your order hasn't arrived within 10 business days of dispatch, contact our Customer Care team with your order number. We'll investigate with FedEx and keep you updated.

Expedited shipping (1–3 business days)

If you paid for Expedited shipping and your order arrives outside the 1–3 business day window, we'll refund your shipping cost in full. To request a refund:

  1. Contact our Customer Care team via the contact form on hurley.com.
  2. Include your order number and the date your order was delivered.
  3. We'll verify the delay and process your shipping refund within 3–5 working days.

What doesn't count as a late delivery

Delivery timeframes are measured in business days (Monday to Friday, excluding public holidays) from the date your order was dispatched — not the date you placed the order. Orders can take up to 48 hours to be dispatched after being placed.

Delays caused by the following fall outside our control and may not qualify for a shipping refund:

Still waiting after the delivery window?

If your tracking shows no movement for more than 5 business days, reach out to us — it's possible your order is lost in transit, and we'll work to resolve it.

What should I do if an item from my order is missing?

If your package has been delivered, but you're missing an item, please check the details of the package, any notes, or packing slips provided. Sometimes items might get overlooked, end up with a neighbor, or are accepted by someone else at your address.

Please check your dispatch e-mail to confirm the products in this parcel, as we do on occasion ship in multiple packages.

If you still cannot find the missing item, please contact us with confirmation of the delivery address and the situation, so we can escalate the matter for further investigation and provide assistance in resolving the issue.

How can I be notified when an out-of-stock item is back in stock?

If an item you are interested in, such as the Name sandal, is out of stock, we recommend heading to the product page and adding it to your wishlist. This not only helps us see the demand but also makes it easy for you to check availability later.

Are discontinued products ever restocked?

While discontinued products sometimes gain back popularity, it is not common for them to be restocked; once discontinued, they usually remain so due to changes in product lines or limited editions. However, we encourage customers to use the "add to wishlist" feature on our product pages to stay informed about available stock or similar new arrivals, as some products might return based on demand or recollection.

Where can I find hemp clothing?

If our hemp line is not visible on the website, it might be due to the line being sold out, discontinued, out of season, or exclusive for a limited time. We recommend checking back frequently, as our styles are constantly updated.

Can I receive promotional materials or stickers separately from my order?

When it comes to promotional materials such as stickers, tags, or packaging, we only include these as part of the product packaging with orders placed through our online store. We are unable to distribute them separately at this moment. We hope you'll find our branded materials included with your purchase to enhance your shopping experience.

Returns & Exchanges

What’s your return policy?

You’ve got 30 days from the date of purchase to return an item in new, unused condition. We currently don’t offer exchanges — if you need a different size or color, just return your item and place a new order.

Click here to start your return using our easy Pre paid returns labels. $5.00 will be charged per return order.

Expect a refund within 14 days after your return is received.

Non Apparel Returns

Items like paddle boards, scooters, bikes, umbrellas, and chairs can be returned, but:

To start a return for these items:

  1. Email Hurley.US@unitedlegwear.com with your order number.
  2. We’ll send return instructions and a return number.
  3. Ship unused, unopened items with the return number included.

Returns missing the return number or with opened/used products may be denied.

Can I exchange an item?

We do not currently offer exchanges through our online store. Instead, we recommend returning the item for a refund and placing a new order for your preferred item.

Are there any items I can’t return?

Yep — worn or washed items, items marked as “Final Sale,” and swimwear without hygienic liners are non-returnable.

Can I return a gift?

Unfortunately, we’re only able to refund the original payment method. If you received something as a gift, and it’s not right, the best bet is to contact the original purchaser.

What if my item is faulty?

Bought directly from Hurley.com?

If your item was purchased on Hurley.com and you believe it's faulty, here's how to get it resolved:

  1. Head to our Returns Portal and select the "faulty item" reason code when prompted.
  2. Include a clear photo of the fault when submitting — this speeds up the inspection process.
  3. Once your return is received and the fault is confirmed, we'll issue a full refund including any original delivery charges.

Our Customer Care team is here if you run into any issues along the way.

Bought from Amazon, a retailer, or another store?

Hurley can only process faulty item claims for products purchased directly from Hurley.com. If you bought your item from a third-party retailer — including Amazon, Dick's Sporting Goods, Costco, or any other store — you'll need to contact that retailer directly.

Each retailer has its own returns and warranty process. Amazon, for example, handles all claims on orders placed through their platform, including faulty items.

We know it's frustrating to be redirected — if you're unsure where you purchased your item, check your order confirmation email for the seller's name.

What counts as a fault?

A fault is a manufacturing defect — something wrong with the product that was present when it arrived or appeared through normal use. This includes:

Faults do not include general wear and tear, damage caused by misuse, or items that have been washed against care label instructions.

How long does the inspection take?

Once your return reaches our warehouse, faulty item inspections take up to 7 days from receipt. You'll receive an email confirmation once the inspection is complete and your refund has been processed. Refunds then take a further 3–5 working days to appear on your original payment method.

Can I return 'FINAL SALE' products?

Final Sale Terms & Conditions

Items marked “FINAL SALE” are non-returnable and non-exchangeable. Once your order is placed, it can’t be cancelled or changed.

We recommend reviewing product details and size guides carefully before placing your order.

If your item arrives faulty or damaged, please contact our Customer Service team within 14 days of delivery, and we’ll review your claim in line with your statutory consumer rights.

We cannot accept returns or exchanges on Final Sale items — including for size, fit, or change of mind.

If you’re unsure, please review our size guide or contact Customer Service before ordering.

How do I handle returns or issues with a product bought from a different retailer?

If the item you purchased was not bought directly from our website but from a different retailer, you will need to contact the retailer where the item was originally purchased. They are responsible for processing returns or handling any issues with their purchased items. We do not have access to third-party transaction details or orders, so unfortunately, we cannot directly manage these returns or provide replacements for these situations.

Product technology

What do wetsuit thickness numbers mean?

The numbers refer to the neoprene thickness:

The wetsuit thickness measurements is in millimeters and run from the center of the suit, the core, to your arms and legs. For example, a 3/2MM wetsuit, the core thickness is 3 millimeters and the legs and arms are 2 millimeters thick.

Which wetsuit is right for my water temps?

What’s your wetsuit return policy?

We accept wetsuit returns within 30 days of purchase, and the wetsuit must be folded per our guidelines to avoid creasing or damage.

Step 1: Place the wetsuit face down on a flat surface and fold both legs up from just above the knees.

Step 2: Fold the wetsuit up from the waist, so the knees are just sitting under the shoulders on the back of the wetsuit.

Step 3: Fold the two arms over the top of the legs so they cross over each other. For short sleeves, just tuck the arms neatly under the legs.

Step 4: Fold the wetsuit up in half again.

NOTE: If your wetsuit is returned creased, we cannot guarantee your refund.

To start your return, click here

Do you offer a warranty?

At Hurley, we stand behind the quality of our products and are more than willing to refund or replace your suit if it meets our criteria. Any wetsuit purchased after April 1, 2020 from Hurley.com that meets the criteria below will be eligible for the warranty policy below. If purchased on Hurley.com prior to April 1, 2020, please reach out to Nike.com for service. Hurley and/or its licensed third-party wholesalers are the only parties authorized to determine warranty eligibility. Products under warranty will be evaluated for a refund or a replacement at the third-party wholesaler’s discretion. We offer a 1-year wetsuit warranty on any workmanship defects and a six (6) month warranty on all material defects. All Hurley wetsuit accessories have a 90-day warranty against any defect in both materials and workmanship.

Not covered under warranty:

• Alterations.

• Materials over 6 months from date of original purchase, or 90 days for accessories.

• Products classified as seconds, samples, promotional, or used.

• Damage caused by sunlight, chlorine, mistreatment or consequential use.

• Requests without valid proof of purchase.

• Improper fit caused by incorrect size purchased.

• Tears caused by force or finger gouges during entry or exit of wetsuit.

How do I file a warranty claim?

Please contact customer service first with proof of purchase and photos of the defected areas of the wetsuit. The customer service agent will help to determine the next steps.

How do I care for my wetsuit?

When cleaning your wetsuit, hand wash in cool, fresh water to remove salt deposits. Hang out of direct sunlight to dry. Clean your wetsuit after each use to ensure it remains flexible and durable. Please keep in mind that neoprene is a lightweight, performance-based material and is vulnerable to excessive force. Care must be taken when putting on or removing your wetsuit, as finger-induced tears can occur (especially on the exposed neoprene on chest and back panels). Avoid contact with sharp objects and abrasive surfaces.

Hurley product technologies explained

Phantom technology

Phantom is Hurley's performance boardshort platform. Every pair is built around four-way stretch fabric so you can move freely in and out of the water — no restricting seams, no bulk.

The Phantom Renegade is the top-of-line version, adding secure zippered pockets and flat welded seams for the most streamlined fit.

Phantom boardshorts come in two stretch levels: 60% stretch (max mobility, ideal for surfing and water sports) and 30% stretch (everyday wear with a slightly more structured feel).

What is DWR and how do I maintain it?

DWR stands for Durable Water Repellent — a coating applied to Phantom boardshorts (and some other Hurley apparel) that repels water, keeps the fabric light, and speeds up drying time.

Over time, washing and wear can reduce the effectiveness of the DWR coating. To keep it working well:

Supersuede fabric

Supersuede is an alternative boardshort fabric made from 100% recycled polyester. Unlike Phantom, it's non-stretch — it has a softer, more casual feel that's closer to cotton. It's durable, quick-drying, and a great choice if you prefer a relaxed fit over a performance cut.

Wetsuit technology

Hurley wetsuits are built for warmth, flexibility, and sustainability. Here's what's inside:

Sustainable materials in Hurley wetsuits

Hurley has made a deliberate move away from petrochemical-based materials:

For wetsuit sizing and temperature guidance, see our wetsuit guides in the Help Center.

Do you offer spare parts for your products?

We do not offer spare parts like strings for our products. However, if you purchased your item directly from our website, we can explore potential solutions with you if you provide your order number.

Sizing Help

Not sure about your size?

No worries. Every product page includes a size guide to help you find the perfect fit. Still unsure?

See our Size Guides below:

Mens Size Guide

Are there longer inseam options for Phantom shorts?

Yes, there are Phantom shorts with a longer inseam than 9 inches. For example, the Phantom Eco Weekender Blocked Boardshort offers a 10-inch inseam. Several Phantom Walkshorts and Phantom Heather Walkshorts feature a 20-inch outseam.

For the most accurate fit, we recommend checking the inseam details on the product pages.

Pricing & Price Adjustments

Do you offer price matches?

While we don’t match prices with external retailers, we do offer a one-time price adjustment if an item purchased from Hurley.com is reduced within 14 days of your original purchase and the same item, colour and size are still available to purchase.

Price matches will be based on the product price only and will exclude any taxes.

How do I apply promo/discount codes?

How to apply a discount code

  1. Add your items to your cart and proceed to checkout.
  2. Enter your code in the Discount Code field.
  3. Click Apply — your new total will update before you complete your order.

Only one discount code can be used per order.

Why isn't my code working?

A few common reasons a code might not apply:

Technical issues

If your code is valid but still won't apply, try:

If none of the above resolves it, contact our Customer Care team with your code and a screenshot of the error, and we'll look into it for you.

Heroes discount program — save 20% with ID.me

Hurley is proud to support those who serve our communities. If you're in one of the eligible groups below, you can claim a 20% discount on your order through our ID.me verification program.

Who qualifies?

How to get your discount

  1. Visit ID.me and verify your eligibility using your credentials or ID.
  2. Once your verification is confirmed, a 20% discount code will be issued to you directly.
  3. Enter your code at checkout to apply the discount to your order.

A few things to know

Having trouble with verification?

If you run into any issues during the ID.me verification process — such as a declined verification or a missing code — please contact ID.me support directly. They manage the verification platform and are best placed to resolve any authorisation issues.

Questions?

If you have any other questions about your order or the discount, our team is here to help — just reach out via chat or email.

Payments & Fees

What payment methods do you accept?

We accept the following payment methods:

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Amazon Pay, and Klarna. Shop your way.

What’s this Colorado delivery fee?

If you're shipping to Colorado, a $0.27 fee applies to all taxable deliveries. This is a state-mandated fee and isn’t something we can waive.

When will I be charged?

Your card will be charged as soon as your order is confirmed. If any items become unavailable after purchase, we’ll refund you right away and notify you via email.

Account Information

Do I need an account to place an order?

Nope — you can check out as a guest. But creating an account comes with perks, like quicker checkout next time, tracking your orders, and managing your details with ease.

Forgot your password?

No stress. Click the “Forgot Password” link on the login page, and we’ll send you a link to reset it. You’ll be back in business in no time.

Authentic Membership

How does the free trial work?

All new Authentic members are entitled to a 30-day free trial. You can activate this at checkout or sign up directly.

No payment will be taken until the trial period ends, and you’re free to cancel anytime during the trial.

How do I manage my membership?

Log in to the Member Portal to manage your subscription. Navigate to Billing → Cancel Membership to cancel at any time.

If you cancel during your trial, your benefits will continue until the 30-day period ends. For paid memberships, benefits remain until the end of your current billing cycle.

How do I update my payment details?

To update your payment information, log in to the Member Portal and go to Billing → Payment Methods.

Accessibility

How accessible is the Hurley website?

We’re committed to making our site easy to navigate for everyone. If you experience any issues accessing content, please contact us at Hurley.US@unitedlegwear.com and we’ll work to fix it.

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