Terms and Conditions
TERMS & CONDITIONS
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 // shipping 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 240AUD we offer free shipping. Orders under 240AUD is a flat rate of 45AUD
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.
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
Shipping Transit Times
- North America – 3-5 days transit time (USA, Canada and Mexico)
- Europe – 3-5 days transit time (United Kingdom, Germany, France, etc.)
- Asia – 3-5 days transit time (China, Hong Kong, India, etc.)
- 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, etc.)
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.
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 RETURN 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.
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.
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.
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 its 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.
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.