SHIPPING & RETURNS
Please note that most of our items are made to order. We keep limited stock in our studio of some of our bestselling pieces, other pieces are handmade to order. If your order is a gift and needs to be delivered by a certain date we will do our best to accommodate your request—please include your instructions in the order notes or in an email to email@example.com
Where is my order? Each item is handmade. Once the order is placed the item is made, please allow one week for us to make your order. This means that your piece is one of a kind. If you’re in a rush don’t worry, just send through an email and we’ll see what we can do. Questions? Here for you. Email us at firstname.lastname@example.org
Do we accept international orders? Yes we do! We ship almost everywhere in the world. Shipping fees are based on the total weight of the order and the shipping zone.
The customer is responsible for payment of all duties or taxes imposed by the destination country for delivery. If you have any questions or problems during checkout please email email@example.com and we will do our best to resolve the issue. Please contact us via email in case you would like to order and ship items with a combined weight over 4500 gram.
If your country is not in the checkout list, please email us. We use the most cost and time-efficient shipping option possible and refund any excess shipping charges. We prioritise lower shipping costs for our customers, and package in a signature Suryo pouch when possible for a lower volumetric weight.
Should you wish for your item to be in a box, please send us an email so we can provide a quote with a custom shipping estimate. Larger items/packaging incur higher shipping costs due to its volume.
At this moment we ship our items to the following countries: Australia, Austria, Belgium, Canada, Cambodia, China (incl. Taiwan and Hong Kong), Denmark, Finland, France, Germany, Great Britain, Greece, India, Indonesia, Ireland, Italy, Japan, Korea (Rep.), Malaysia, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Thailand, United States of America and Vietnam.
If your package is lost or stolen we will do everything we can to assist you. However, we are no longer responsible for packages once they are in transit.
CANCELLATION AND RETURNS
Every single piece of Suryo is carefully handmade to order, please consider this when you make your purchase. Suryo does not accept any returns for change of mind, once the order has been received.
If you changed your mind about your order you have up to 4 hours after the order confirmation to cancel it in writing to our email firstname.lastname@example.org. Due to our made-to-order production, we cannot accept any return or cancellation after this period.
RETURNS & EXCHANGES
Suryo is made with care, to be handled with care. Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. Items returned as faulty will be inspected and any items deemed to be subject to fair wear and tear will not be accepted as faulty.
We reserve the right to refuse any returned item that does not meet our return policies.
How to return an item?
1. Email email@example.com with subject "Returning Item" with style name and Suryo order number.
2. Please provide a description of damage & images.
3. Pack and securely seal the merchandise in the original package if possible, including all items shipped with the order.
Please email all policy questions or comments to firstname.lastname@example.org