All you need to know to place an order successfully is detailed in this article:

Place an order

First of all, check the availability of the product. Then make sure you’ve selected the variants, such as size or color. 

For more information, check this article in our FAQ:

Unable to add a product to my cart

Here are the most common reasons for payment failure:

• The billing address includes a special character.
• The currency is not set to Euro.
• You have reached your monthly spending limit or online spending limit for your payment method.
• The telephone number entered is in the wrong format.
• The credit card used is not accepted by our website (American Express, Electron).
• The code sent by your bank to validate payment has not been entered, is wrong, or was entered too late.
• Internet crashed.

If the problem persists, please contact your bank. You can also choose to pay by bank transfer. 

We remain available to find the best solution for you.

Payment failure

You can choose to contact us by email, or make an appointment for a phone call with one of our technical advisors.

The availability of a product is indicated on the product page:

• In stock: you can order this product.
• In pre-order: you can order now and receive it later on (date of reception in our premises indicated on the product page).
• Out of stock: join the waitlist to be emailed when this product becomes available. 

If you can’t check availability, make sure you’ve selected product variants, color, for instance.

Packs are designed to help you in your choice, and offered at a very attractive price. They can be customized within the proposed options, and only within those options.

The applicable VAT rate depends on the delivery country of your order.

• Delivery in mainland France: French VAT (20%) is applied.
• Delivery within the European Union (EU):  the VAT rate of the delivery country is applied.
• Delivery outside the European Union: the order is invoiced exclusive of tax. Taxes and import duties must be paid to the carrier upon arrival of the parcel in the destination country. Please contact your local customs office for detailed information on applicable taxes.

If you are a foreign resident and have your products delivered in mainland France, you will be invoiced inclusive of VAT. You will then have the possibility to be refunded of the VAT under the following conditions:

• You use a forwarding agent: the goods must be exported from France to the destination country. Exports from other countries are not eligible for VAT refund. VAT will be refunded on proof of export from the forwarding agent.
• You export the goods yourself: you are resident in an export territory and eligible to tax refund. In this case, we invite you to follow the ZAPPTAX procedure. You will have to carefully follow the instructions and indicate ZAPPTAX billing address when placing the order.

Tax free order

Tax refund through Zapptax

Import duties and custom clearing fees depend on each country, carrier and legislation. It is the customer’s responsibility to find out about the costs involved. The costs detailed in the following article are given as an indication.

You’re interested in a rigid board, and you want to be delivered out of the European Union? We invite you to contact a forwarding agent who will export your order. For the VAT refund to be possible, your order has to be initially delivered in France (delivered at the address of the forwarding agent, or picked up at the GONG Space Center). We are legally only entitled to refund French VAT.

Our customer service is here to provide you with all the information you need to organize transit (weight of parcels, dimensions).

Shipment of my order by a freight forwarder

If you are living out of the European Union and want to be refunded of the VAT applied to the products you bought in France, we invite you to use Zapptax. 

To benefit from this simplified VAT refund process, please indicate the following address as “billing address”:

ZappTax
23, rue Jean-Jacques Rousseau
75001 PARIS

We invite you to read this article explaining in detail how this process works.

Tax refund through Zapptax

As of July 1st 2021, VAT applied to an order depends on the destination country. Local VAT is therefore automatically adjusted when you enter your address. If you were not logged into your GONG account, the price indicated on the product page was the price with French VAT. When delivery address changes, VAT rate changes and price too.

The amount of my order varies

If you have a company with a tax identification number, you can enter this number on the checkout page. VAT will be automatically removed if the VAT number entered is valid. You can check the VAT number through this link.

Once your order has been dispatched, you can track your parcel from your customer account, and thanks to the tracking link sent to you by email.

This tracking link will be updated within 24/48 hours after the shipment of your order. If you did not receive any link, please check your spam folder or log into your GONG account.

Tracking my package

If your order has not yet been shipped, we can still change the delivery address. Contact us to find out the status of your order. If still possible, our customer service will modify your address.

Please note that address changes made in your account once the order has been placed will not be applied to orders already in progress.

Change my shipping or billing information

A paid order can not be modified. Once the payment is confirmed, your order may already be in preparation.

If you need to: 

• Modify a product, you have to cancel the first order and place a new one. 
• Cancel one or several products, contact us.

Once the payment is confirmed, your order may already be in preparation. It is therefore no longer possible to add new products. You can place a new order that will be processed and dispatched separately.

Modify order contents

Orders can only be cancelled if they have not been dispatched. If you want to cancel one or several product(s) in your order, please contact us through the contact form below. Cancellation is effective once confirmed by customer support.

If your order has already been dispatched, we invite you to make a withdrawal request through the contact form to return the product.

If you made the payment by bank transfer or in currency other than euro, please send us your bank details (IBAN and BIC/SWIFT) for the refund.

Cancel my order

Returning or exchanging a product

You’ll receive a confirmation email as soon as we will have received your bank transfer. Delay may vary from one bank to another. On average, it takes:

• 1 to 3 days between two banks in the eurozone,
• up to 5 days outside the eurozone.

We check transfers once a day, Monday to Friday. Orders awaiting bank transfer are automatically cancelled after 5 days. The products are then returned to stock and can be sold.

If you paid by bank transfer 5 days ago but did not receive the confirmation email, please check your folder spam folder. Please contact us if you did not receive any confirmation.

If you have chosen to collect your order directly at our shop, you’ll be notified by email as soon as your order is ready to be picked up. You can then come and pick up your order at the GONG Space Center, Monday to Saturday, 10 a.m. to 7 p.m, at the following address:  19 rue Fernand Nouvion, 44600, St Nazaire.  Your order will be stored for three months after the last product in your order has been prepared.

If you did not receive this e-mail, your order is not ready.

We prepare and dispatch orders within 3 working days. The tracking link of your order is updated within 24/48h. If the status of your order has not changed after this time, please contact us.

Orders are dispatched Monday to Friday, our logistic team don’t work on weekends or public holidays.

Orders placed after midday on Friday will be prepared from Monday morning.

Order not shipped

Shipping costs are not “hidden” in the sale price of our products.

They are calculated as fairly as possible depending on the weight and dimensions of the parcel, and on the delivery destination.

To find out the shipping costs:

• Add products to basket.
• Go to order confirmation page.
• Enter delivery address.
• Select delivery “to your chosen address”.

The total amount of your order, including shipping costs and VAT, will be automatically adjusted.

We choose the most suitable carrier depending on the product(s) ordered and the destination.

As soon as your order has been dispatched, GONG e-mails you with a tracking link and delivery instructions. The carrier will then contact you by SMS or e-mail to schedule delivery.

Delivery in France

Delivery in Europe

Orders shipped to French overseas departments and territories or to countries outside the European Union are invoiced exclusive of tax.

If you are resident outside the European Union and want to buy GONG products in France, you can be refunded VAT using Zapptax.

These orders may be subject to custom duties. As each region has its own customs regulations, we strongly recommend you to find out about local regulations before placing your order.

Delivery in France

Tax free order

Orders shipped to mainland France are delivered on average within 72 working hours, except for unforeseen circumstances (strikes, storm, …). For deliveries within the European Union, please allow 4 to 7 working days.

For destinations subject to customs duty, please take into account the clearance time.
Before Christmas or during summer, deliveries can take longer than expected.

Delivery times

Some of our products can hardly be delivered in pick-up points. Just think about your new board being delivered in the corner store. This is an option we don’t offer when choosing a delivery method. Some carriers may offer this option at the time of delivery. Please note that any new delivery of a parcel placed in a pick-up point and not collected will be charged.

Please contact us with your order number and describe precisely the delivery, the condition of the parcel and its content. Please also let us know if you have made reservations with the delivery person. We will answer in the shortest possible time.

Receipt of a damaged parcel

Despite all the attention paid to the preparation of your orders, mistakes can happen. They remain rare and isolated. Please contact us with your order number, we will come back to you in the shortest possible time.

Received the wrong item

You have a 14-day right of withdrawal from the date of reception of your order. Products returned incomplete, damaged, used or deteriorated will not be accepted.

Please contact our customer service to receive instructions on how to return the product, at your charge.

Returning a product

Your products are shipped depending on their availability. If some of the products in your order are in pre-order, they will be dispatched within 3 working days after reception of the container in our warehouse.

Your products can be shipped from different warehouses, in different parcels. You will receive a tracking link for each shipment. Please check your spam folder.

If a product is missing, please contact us with your order number and indicates which product is missing. We will come back to you in the shortest possible time.

Incomplete order

Please contact us and:

• Indicate your order number
• Describe the problem encountered
• Describe precisely what happened
• Provide us with the serial number of the product 
• Attach a few photos/videos to help us to analyse the problem and be as precise as possible

Don’t hesitate to ask us for advice if you want to carry out a repair yourself, we will gladly help you through the various stages!

You can bring your product directly to the GONG Space Center. We are open from Monday to Saturday, 10am to 7pm, at 19 rue Fernand Nouvion, 44600 St Nazaire.

Check this link to learn more about our rates and repair times.

We work with many clubs and surf schools and offer special discounts depending on the content of the order. Contact us to get advice and to find out more about our offers.

Note that this discount does not apply to products already discounted such as packs, second-hand, second-choice and/or discontinued products. 

Nautical clubs and schools

We only sell direct, without intermediaries or dealers. This is what allow us to offer our customers the best prices at this level of quality.

Distribute your brand with GONG

If you are interested in distributing your products at GONG and becoming one of our partner brands, please contact us.

Distribute your brand with GONG

Our expectations have grown with us and today, we only choose our ambassadors among customers who already have a “history” with our brand.

We already have many brand ambassadors. We are now looking for people with a thorough knowledge of our brand and with whom we are already in contact.

The mission of an ambassador is to promote GONG and our products. How ? By regularly (several times a week) posting images (photos/videos), and being very active on social networks (Facebook, Instagram).

To post regularly, you need not only to ride often, but also to make ‘posting’ part of your session, almost a reflex.

If you feel pressured to do so, you’ll be able to keep it for three weeks at best. It’s difficult to keep it up over the long term if it’s not already part of your daily routine.

If you recognize yourself in this description, feel free to contact us.

Our sales model is entirely based on direct sales, which enables us to offer the lowest price on the European market at this level of quality.

Our pro team is made up exclusively of world champions, who only compete in carefully selected events.

We don’t sponsor excessively, nor do we participate in test days, as these actions would have a direct impact on our sales prices and would contradict our sales model.

Are you looking to prove yourself in a fast-growing French e-commerce company ?

Send us your application via the dedicated page.

You can contact the Slab directly at: 02 51 16 19 10. We strongly advise you to book!

Check this link to consult the menu. We also invite you to follow the Instagram account: @the_slab_restaurant