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 & DELIVERY
Australia
Orders placed on surmerlabel.com are dispatched from Perth with Australia Post.
- Standard Parcel Post: A$20 for orders under A$350; free for orders of A$350 or more.
- Express Post: A$25.
- Estimated delivery: Standard Parcel Post usually takes 2–6 business days. Express Post usually takes 1–3 business days. Delivery times vary by destination.
Please allow 1–2 business days for your order to be processed. Orders are not processed on weekends or public holidays. During busy sale and holiday periods, please allow up to 3–5 business days for processing.
Once your order has been dispatched, we’ll email you a tracking number so you can follow your parcel.
INTERNATIONAL
International orders are dispatched from Bali with DHL. We offer free DHL shipping on international orders of A$549 or more.
For orders under A$549, the shipping fees are:
- ASEAN: A$35
- Asia Pacific: A$45
- Europe: A$55
- USA, Canada and Mexico: A$45
- Rest of the world: A$60
Please allow 1–2 business days for your order to be processed. International delivery times vary by destination. DHL tracking details will be emailed once your order has been dispatched. We’re unable to ship to PO boxes or parcel lockers.
Shipping prices are listed in AUD.
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 Sur 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 Sur Mer 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.
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.