TERMS AND CONDITIONS

SAMPLE SALE RETURNS

Please note all sample sale sales are final and we will not accept the return or exchange of pairs purchased during the online sample sale.

NON-SALE ITEM RETURNS

We require communication of notice within 14 days of receipt of goods regarding any return request. We will process the refund as soon as we receive the returned items and they are assessed by our internal warehouse team.
Sur Mer will do it’s best to keep the website as up to date as possible. However we cannot guarantee that items shown will still be available. Once Sur Mer has received your order request it will be processed within 2-3 working days, subject to availability.
We do not dispatch orders over the weekend. Any order placed after 4pm on Friday will be dispatched the following Monday.
Occasionally orders will arrive in separate packages. This will be of no extra expense to the customer.
If items you have ordered are out of stock, we will endeavour to contact you through the email you provided when placing the order. If we cannot contact you, or receive no response to our email, we will continue to process the remaining items on your order.
We will not supply a substitute product without your express authority.

SALE ITEM RETURNS

All items bought in surmerlabel.com promotions can be exchanged for another item or online credit within 14 days but not refunded. Online credit cannot be exchanged for a cash refund at any point. Online orders cannot be returned to physical stores and will need to be returned to our online warehouses.

PAYMENT

Payments can be made securely online using Visa, MasterCard, American Express, Afterpay or PayPal.
Please note that we do not store customer’s credit card details within our website database.

SHIPPING COST

Domestic // shopping Australia

For orders placed on surmerlabel.com we ship via Australia Post Express. We offer free Express shipping on all orders over $150 within Australia. All orders under the $150 threshold will be charged $10 for Express shipping with Australia Post.

Please allow 1-2 business days for your order to be processed and dispatched.

Peak Sale Period Dispatch Guide:

During peak promotional activity and during the holiday season, please allow up to 3-5 business days for your order to be processed.

Please be aware that online orders are not processed over the weekends or public holidays. Once your order has been shipped, a tracking number will be sent to your email address. You can refer to this tracking number to follow the whereabouts of your parcel.

Once dispatched, allow 1- 3 business days for transit to metropolitan areas and 3-5 business days for transit to rural areas.

Please note, due to the impact of the COVID-19 pandemic, parcels may experience some delays within the delivery network, with orders taking longer than usual to be picked, packed and delivered to you. Your order is our top priority and will be en route at the earliest possible opportunity.

Christmas Delivery Cut Off Dates
Order on or before the below dates to receive in time for Christmas.

NT – Wednesday 15th December

WA – Friday 17th December

ACT, QLD, VIC, SA, TAS – Monday 20th December

NSW – Tuesday 21st December

INTERNATIONAL

For orders placed on Surmerlabel.com we ship via DHL. Orders over $240 we offer free shipping Orders under $240 is a flat rate of $45.

The below transit times are an approximate guide once the order has been processed and dispatched from our warehouse in Sydney, Australia. Please allow 48 hours for your order to be processed and note that we do not ship to PO boxes or parcel lockers.

The below transit times are an approximate guide once your order has been processed and dispatched from our warehouse in Sydney, Australia.

Please note that we do not ship to PO boxes or parcel lockers. Please allow 1-2 business days for your order to be processed.

Peak Sale Period Dispatch Guide:

During peak promotional activity and during the holiday season, please allow up to 3-5 business days for your order to be processed.

Please be aware that online orders are not processed over the weekends or public holidays. Once your order has been shipped, a tracking number will be sent to your email address. You can refer to this tracking number to follow the whereabouts of your parcel.

Please note, due to the impact of the COVID-19 pandemic, parcels may experience some delays within the delivery network, with orders taking longer than usual to be picked, packed and delivered to you. Your order is our top priority and will be en route at the earliest possible opportunity.

Christmas Delivery Cut Off Dates
Order on or before to receive in time for Christmas.

USA and Europe – 14th December

Asia Pacific – 17th December

Rest of World – 15th December

Transit times are guidelines only; exact delivery times will vary based on pick-up and delivery locations and customs clearance.

Shipping Transit Times
North America – 3-5 days transit time

USA, Canada and Mexico.

Europe – 3-5 days transit time

United Kingdom, Germany, France, Switzerland, Sweden, The Netherlands, Norway, Lithuania, Spain, Austria, Ireland, Italy, Bulgaria, Hungary, Finland, Belgium, Croatia, Czech Republic, Denmark, Estonia, Greece, Guernsey, Hungary, Jersey, Latvia, Liechtenstein, Luxembourg, Malta, Monaco, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Switzerland, Vatican City.

Asia – 3-5 days transit time

China, Hong Kong, India, Indonesia, Japan, South Korea, Laos, Macau, Malaysia, The Philippines, Singapore, Taiwan, Thailand, Vietnam.

Middle East –

UAE – 3-5 days transit time

Bahrain, Cyprus, Israel, Kuwait, Oman, Qatar, Saudi Arabia – 5-7 days transit time

Oceania – 5 days transit time.

American Samoa, Cook Islands, Fiji, Kiribati, Marshall Islands, Nauru, New Caledonia, Niue, Papua New Guinea, Samoa, Solomon Islands, Tahiti, Tonga, Tuvalu, Vanuatu.

DUTIES AND TAXES

Items in your order that are designated for shipment to countries outside Australia may be subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
If you refuse a shipment from Sue Mer label, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to the Sur Mer label. This amount will be deducted from your refund. Please email your shipping and handling questions or comments to vanessa@surmer.com.au

Sur Mer does not refund prepaid tax and duties paid at the time of checkout.

Any taxes or duty fees incurred by shipping to overseas addresses are the responsibility of the customer and these costs cannot be reclaimed from Surmer label

ONLINE RETURNS POLICY

We always hope you love your new garment by Sur Mer, in case you don’t, we require communication of notice within 14 days of receipt of goods regarding any return request. We will process the correspondent refund/store credit as soon as we receive the returned items and they are assessed by our internal warehouse team.
Online purchased products can only be returned via the designated channels directly to our e-commerce warehouses. The Sur Mer retail stores can only accept returns or exchanges of products bought in-store.
*Update on Australia and international returns during the Xmas period. Due Covid in the DHL and other forwarders have announced reduced services for road transportation which may affect the lead time for returns to reach our central warehouse. We will work closely with our customers during the return process to offer the best experience.
We always hope you love the Sur Mer products you bought from us. If you are unsure about the sizing before buying, email us at info@surmerlabel.com.au If however, you wish to return or exchange your purchase from surmerlabel.com please note the following:
Sur Mer allows the return of full priced goods within 14 days from the day you bought it on surmerlabel.com
The cost of returning the item to us is your responsibility unless the item is faulty.
The same returns policy applies to items purchased with a personalized discount code; not in conjunction with Sur Mer Sales, Outlet or Seasonal Promotions.
Exchanges or credit for full priced goods can be made within 14 days of the day it was bought from surmerlabel.com
Ensure that the item being returned is in an unworn condition with all tags and labels attached

All items bought in Sur Mer Promotions, Sur Mer Sales or Outlet can be exchanged for another item or online credit within 14 days but not refunded. Online credit cannot be exchanged for cash refund at any point. Online credit cannot be exchanged at Sample Sales.
During Sur Mer Sample Sales, all sales are final and we accept no returns.
Please ensure that you have proof of purchase.
Obtain a Return Authorisation Code by contacting info@surmerlabel.com and return to us within 14 days from receipt of your order.

The item is your responsibility until it reaches us, so we would advise you to send it by registered mail or any postage that requires signing upon delivery.
We do not typically accept online returns in Sur Mer stores; please contact info@surmerlabel.com for authorization before going ahead with any online exchange or return for credit.

PRIVACY POLICY

All of the information that you provide to Sur Mer label is strictly private and confidential.
In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. All payment card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
Sur Mer comply with the standards, procedures and requirements laid down in the Data Protection Act 1998 to ensure that the personal information you give us is kept secure and processed fairly and lawfully. These measures are taken as extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible.

COOKIES AND DATA

Sur Mer uses temporary (session) cookies and/or permanent cookies when you access our Online Platforms and/or Services. This allows us to recognise your browser and track the web pages you have visited. To opt out of personalised internet advertisement of the Sur Mer website and products, you may at any time disable cookies via the settings within your browser, or an opt-out tool.

You can also request deletion of your data with Sur Mer by emailing us at info@surmer.com.au

PAY WITH AFTERPAY

Just select “Afterpay” as your form of payment at checkout on orders of $35 – $1000. All you need is a debit or credit card (Visa or Mastercard).*
INSTANT APPROVAL DECISION + SHIPMENT
No long forms to fill out; you’ll receive an instant approval decision! Your order will be shipped as soon as it’s processed by SIR.
NOTHING EXTRA TO PAY
No interest, ever – and no additional fees when you pay on time.** Automatic payments are taken every two weeks in four instalments.

FAQS

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