Help – Vissla AU
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FREE SHIPPING ON ORDERS OVER $100* | FREE STAB PREMIUM WITH FULL SUIT PURCHASE

FAQS

  • Have you shipped my order yet?

    A shipping confirmation will be sent to you via email when your order has left the warehouse. If it's been over a few days since you entered your order and you still haven't received a shipping confirmation, that's a big bummer! Please contact our customer service team at care@visslaau.com and we'd be stoked to help you out.

  • I'm having trouble with my order and/or shipment, help me!

    Most importantly, don't panic, almost everything can be solved. If you're having any issues just contact our customer service team at care@visslaau.com and we'd be stoked to help you.

  • I never received my order, what the heck?!

    That's a big bummer, lets figure out why that happened. Please contact our customer service team at care@visslaau.com , we'd be happy to help you through it.

  • I received an incorrect or damaged item within my order, what the heck?!

    That's a big bummer, lets figure out why that happened. We ask that you please contact our customer service team at care@visslaau.com to ensure that your refund or warranty replacement is properly processed. Please do not return the product without contacting our customer service team.

  • Can I get a copy of my invoice?

    Most definitely, just contact our customer service team at care@visslaau.com and we can hook you up with one.

  • I think I ordered the wrong stuff, can you help me change my order?

    Oh no! If you realize you've ordered the wrong stuff, contact our customer service team at care@visslaau.com as soon as you can so can try to change your order before it leaves the warehouse.

  • When will my order be shipped?

    Orders will be processed and shipped within one to two business days, excluding holidays and weekends. A shipping confirmation will be sent to you via email when your order has left the warehouse. Please note that our shipping department is closed on the weekends, on all major holidays and from Christmas though New Year's day. If it's been over a few days since you entered your order and you still haven't received a shipping confirmation, that's a big bummer! Please contact our customer service team at care@visslaau.com and we'd be stoked to help you out.

  • When am I billed for my order?

    Your credit card is charged only when the order is shipped. A shipping confirmation will be sent to you via email when your order has left the warehouse. If it's been over a few business days since you entered your order and you still haven't received a shipping confirmation, that's a big bummer! Please contact our customer service team at care@visslaau.com and we'd be stoked to help you out.

  • What forms of payment do you accept?

    Vissla accepts major credit cards like Visa, Mastercard, as well as PayPal. Vissla works with PayPal to process all payments. Credit card payments can be processed with PayPal without having a PayPal account. PayPal handles all parts of the financial transaction. Vissla does not see or store any of your financial information from credit cards or Paypal.

  • I ordered the wrong size and it doesn't fit! What should I do?

    If you've used the product you can't return it, sorry! If the product hasn't been used you can return it to us within 30 days of your purchase. You can follow the instructions below in our return policy. Unfortunately, we don't offer direct exchanges. If you want to exchange something you'll have to return the unwanted product for a full refund. You can go back and purchase what you need. Please allow 7-14 days from when we receive the returned product for the money to be refunded. **PLEASE NOTE: ANY NEOPRENE PACKAGED INCORRECTLY CAUSING CREASES WHEN RETURNING THE PRODUCT WILL BE REFUSED BY OUR RETURNS DEPARTMENT AS THE NEOPRENE IS NO LONGER SELLABLE. IF NEEDED PLEASE CALL (07) 5606 7375 FOR PACKING INSTRUCTIONS.**

  • Is there a warranty on this stuff?

    Sure, all our stuff is covered under our basic warranty policy. Just tell our customer service team at care@visslaau.com what's wrong and we'll be stoked to help you out.

Shipping Info

Country Carrier Method Price
Australia StarTrack or Australia Post and their international affiliates Standard (3-5 days) A$4.95 (free over $100)
Australia StarTrack or Australia Post and their international affiliates Express (1-2 days) A$10
New Zealand StarTrack or Australia Post and their international affiliates Standard International (3-10 days) A$4.95 (Free over $100)
New Zealand StarTrack or Australia Post and their international affiliates Express International (3-5 days) A$20

Orders take 1-2 business days to process, excluding holidays and weekends. Australia Post shipping days are based on business days. Please keep this in mind when submitting your order.

Payment Information

Once you have entered in your billing and shipping information, you will be taken to the PayPal website to process your payment. If you don't have a PayPal account don't worry as you can check out as a guest on the PayPal website and utilise your credit card to process the payment. We also accept Vissla E-gift cards as a form of payment for your goods. Please note that at this time, we do not accept personal checks, cashier checks or money orders as a form of payment. Mail orders will be returned.

Your credit card is charged only when the order is shipped.

Tracking Info

A shipping confirmation will be sent to you via email when your order has left the warehouse. The confirmation will have some information on how to track your order. You can also track your order by clicking on the button that looks like a little person in the top right corner of our website. Once you've clicked the button you can enter your Order ID # and Order Email to track your order. If it's been over a few days since you entered your order and you still haven't received a shipping confirmation, that's a big bummer! Please contact our customer service team at care@visslaau.com and we'd be stoked to help you out.

Return Policy

Vissla wants you to be happy with your purchase. Please follow the instructions below to return product.

If you see anything wrong when you get your delivery you can return it. You have 30 days to return any article that is not entirely satisfactory. Vissla will refuse to accept any damaged, worn, spoiled, or incomplete articles (label and original packaging required). Once the returned article(s) have been received and processed by our Logistics department, a refund will be made as soon as possible, directly to the account you used to place the order. Please allow 7 days from when we receive the returned product for the money to show up in your account. While we may process your refund on the day we receive it, some banks can take several days before showing the refund in your account. We only refund the original price of the goods or product, not the return shipping cost.

Please follow the following instructions to process a return:

  • Find the button on the top right of our website that looks like a little person (My Account).

  • In the email field, enter your email address you used when placing your order and click Continue. Enter the verification code that will be sent to your email address.

  • Click the order that you would like to submit a return for.

  • If your order has more than one item, select the item/s you would like to return. Select a reurn reason or add a note for the store. Click Request return.

  • Pack the product with all the correct labels and original packaging required. Make sure that you return the items in the original, unused, undamaged condition.

  • Post the package to our office:

Stokehouse Australia, PO Box 415, Miami, QLD 4220

PLEASE NOTE: ANY NEOPRENE PACKAGED INCORRECTLY CAUSING CREASES WHEN RETURNING THE PRODUCT WILL BE REFUSED BY OUR RETURNS DEPARTMENT AS THE NEOPRENE IS NO LONGER SELLABLE. WETSUITS MUST BE SENT BACK THE WAY THEY ARRIVED TO THE CUSTOMER; TIGHTLY ROLLED WITH CARDBOARD ON THE INTERIOR AND EXTERIOR OF THE SUIT. IF NEEDED PLEASE CALL (07) 5606 7375 FOR PACKING INSTRUCTIONS.

Once we have received the items and processed the return, the money will be credited back by PayPal. A return confirmation from care@visslaau.com and we'd be stoked to help you out!

Exchanging Product

If your product is the wrong size that’s a shame but don’t stress. You can go back online and reorder the correct size and return the incorrect size. You will have to go through the returns process listed above. Once the items are received we will process a return and the original price of the goods or product will be credited back by PayPal. The amount credited will only be for the goods and will not include the return shipping cost.

Sizing

Mens' Tops

Tops S M L XL XL
Chest (cm) 91-96 cm 96-101 cm 101-107 cm 107-112 cm 112-117 cm
Chest (in.) 36-38 38-40 40-42 42-44 44-46
Neck (cm) 34-38 cm 35-39 cm 36-40 cm 38-42 cm 39-43cm
Neck (in.) 13.5-15 14-15.5 14.5-16 15-16.5 15.5-17
C/B Sleeve (cm) 81-85 cm 83-87 cm 86-90 cm 89-93 cm 91-95 cm
C/B Sleeve (in.) 32-33.5 33-34.5 34-35.5 35-36.5 36-37.5

Mens' Bottoms

Bottom Size 28 30 31 32 33 34 36 38
Waist (cm) 70-72 cm 72-75 cm 75-77 cm 77-80 cm 80-82 cm 82-85 cm 85-88 cm 88-90 cm
Waist (in.) 27.5-28.5 28.5-29.5 29.5-30.5 30.5-31.5 31.5-32.5 32.5-33.5 33.5-34.5 34.5-36.5
Hip (cm) 91-94 cm 94-96 cm 96-99 cm 99-101 cm 101-104 cm 104-106 cm 106-109 cm 109-111cm
Hip (in.) 36-37 37-38 38-39 39-40 40-41 41-42 42-43 43-45

Mens' Wetsuits

Mens XS S MS M MT LS L LT XL XLT XXL
Height (ft.) 5'4" - 5'6" 5'6" - 5'8" 5'7" - 5'9" 5'8" - 5'10" 5'11" - 6'1" 5'7" - 5'9" 5'10" - 6'0" 6'1" - 6'3" 5'10" - 6'2" 6'3" - 6'6" 6' - 6'3"
Height (cm) 162 - 168 168 - 173 170 - 175 173 - 178 180 - 185 170 - 175 178 - 183 185 - 191 178 - 188 191 - 198 183 - 191
Weight (lbs.) 125 - 135 135 - 150 155 - 170 155 - 170 165 - 180 165 - 180 170 - 190 180 - 200 190 - 205 205 - 220 205 - 220
Weight (kg) 57 - 61 61 - 68 70 - 77 70 - 77 75 - 82 75 - 82 77 - 86 82 - 91 86 - 93 93 - 100 93 - 100
Upper Chest (in.) 35.5 37.4 39.3 39.3 39.3 41.3 41.3 41.3 43.3 43.3 45
Upper Chest (cm) 90.17 95 100 100 100 105 105 105 110 110 114
Waist (in.) 28.5 - 29.5 28.5 - 30.5 30.5 - 32.5 30.5 - 32.5 30.5 - 32.5 32.5 - 34.5 32.5 - 34.5 32.5 - 34.5 34.5 - 36.5 34.5 - 36.5 36.5 - 38.5
Waist (cm) 72 - 75 76 80 80 80 85 85 83 - 88 88 - 93 88 - 93 93 - 98

Mens' Surf Booties

US Sizes 7 8 9 10 11 12 13
Euro Sizes 39 40 41 42 43 44 45
UK Sizes 6 7 8 9 10 11 12

Mens' Surf Gloves

Sizes S M L XL
Length (in.) 6.6 - 7.2 7 - 7.6 7.5 - 8 7.9 - 8.3
Length (cm) 16.8 - 18.2 18 - 19.2 19 - 20.2 20 - 21.2
Width - Full circumference (in.) 7.25 - 7.75 7.75 - 8.25 8.25 - 8.8 8.8 - 9.4
Width - Full circumference (cm.) 18.4 - 19.7 19.7 - 21 21 - 22.4 22.4 - 24

Boys'

Age 8-9 9-10 8-9 9-10 11-12 13-14 14+ 14+ 14+
Bottom Size 22 (8SLIM) 23 (10SLIM) 24 (8REG) 25 (10REG) 26 (12) 27 (14) 28 (16) 29 (18) 30 (20)
Tops & Elastics SM SM SM MD MD L L XL XL
Waist 22-24 22-24 22-24 25-26 25-26 27-28 27-28 29-30 29-30
Height 49-54 49-54 49-54 52-60.5 52-60.5 60-65 60-65 65-68 65-68
Weight (lbs) 50-65 50-65 50-65 63-95 63-95 90-122 90-122 110-140 110-140

Boys' Wetsuits

Boys 4 6 8 10 12 14 16
Height (ft.) 3'10" - 4'1" 4'1" - 4'4" 4'4" - 4'7" 4'7" - 4'10" 4'10" - 5'1" 5'1" - 5'4" 5'4" - 5'8"
Height (cm) 117 - 125 125 - 132 132 - 140 140 - 147 147 - 155 155 - 163 163 - 173
Weight (lbs.) 35 - 50 45 - 60 55 - 70 70 - 85 85 - 100 100 - 115 115 - 135
Weight (kg) 16 - 23 20 - 27 25 - 32 32 - 39 39 - 45 45 - 52 52 - 61
Upper Chest (in.) 22 - 24 24 - 26 26 - 28 28 - 30 30 - 32 32 - 34 34 - 36
Upper Chest (cm) 56 - 60 60 - 65 65 - 70 70 - 75 75 - 80 80 - 85 85 - 90
Waist (in.) 19 - 21 21 - 23 23 - 25 25 - 27 26 - 28 28 - 30 29 - 31
Waist (cm) 48 - 53 52 - 57 57 - 62 62 - 67 66 - 71 70 - 75 74 - 79