Customer Support

If talking to a real-life human is more your thing, please reach our Customer Happiness Team via email.

How can we help?

FAQ's

General

What are your business hours?

We are available Monday to Friday 10am - 5pm daily to answer all your inquiries.

Do you have a storefront?

No we do not have a shopfront from which to view and try on our products. We wholesale to many stores around the country though, so please contact us on info@surya.com.au to find your nearest stockist. We also offer free shipping over $150 and have an easy, 30 day returns policy on all full prices items.

How can we contact you?

You can either call or text us on 0400 348 492, or email us at info@surya.com.au

Do you wholesale?

Yes we wholesale our products to approved small businesses in both Australia and abroad. Please visit our wholesale page >

Payments + Ordering

How can I pay for my order?

We accept all major credit cards, Afterpay, Paypal, Google Pay and Apple Pay

What is Afterpay?

Afterpay is an interest free payment option for Australian customers to purchase their items with the payment to be split into 4 equal payments over 2 week installments. Learn more about Afterpay >

Can I change my order once paid for?

Yes, but please be quick! We're lightning fast at dispatch. Please contact us by email immediately if you need to change your order. Please use your order number as the subject reference. Once you order is shipped however, we cannot change or alter your order.

Where do I enter my discount code or voucher?

Discount codes, e-gift cards or store credit vouchers need to be entered on the shipment page when checking out - it is very clear and obvious, and you will see where to enter yours. Our website is only able to accept one discount code per order. If the code does not work or you require assistance, please don't hesitate to contact us

Shipping Info

How much does shipping cost?

Within Australia we offer free shipping with purchases over $150. Orders under $150 have a flat shipping rate of $7.95. Express postage and international shipping rates vary. Read our Shipping Rates >

How long will my order take to arrive?

That depends mainly on Australia Post. We process all orders between 9am - 5pm Monday - Friday. Your order will be dispatched within 48 hours of payment being received. All orders are provided a tracking number.

Please refer to Australia Post delivery times. We ship from postcode 2540.

Do you ship worldwide?

Yes, we do. Please visit our shipping information page to learn more.

How do I track my order?

Once your order is dispatched you will receive shipping confirmation, along with tracking details for your order. You can then log into your Australia Post account and track your item through their website

Will I need to pay customs duties?

Customers are responsible for paying any customs or import duties (including VAT) imposed by your country of residence (ex. Australia). Surya is legally required to declare the commercial value and include an invoice with all international orders. Customs fees will vary between countries therefore we recommend contacting your local customers office for further information.

Returns + Exchanges

Can I return my order for a refund?

You sure can! We are happy to offer refunds, exchanges or store credits on all full priced items. Please head to our Returns and Exchanges page for more information.

How do I ship my order back to you?

Firstly please contact us about the issue / request at info@surya.com.au

Then please send your items back to the address below, and include a short note stating your order number and the nature of the request.

SURYA
Melissa Meeks
PO Box 225
Vincentia NSW 2540

Do you offer free returns?

Unless an item is faulty or an incorrect item was sent, customers will be responsible for the shipping cost to return an item. However, if you purchased using PayPal you may be able to claim back the cost of your returns postage. You must activate this feature on your PayPal account BEFORE you order.

What do I do if my order is incorrect?

Please email us on info@surya.com.au as soon as possible, quoting your order number, so that we can fix this for you. For faulty items, please also include a photo of the fault.

Garment Info

How do I wash my new piece?

All our pieces are crafted using low impact dyes - this is amazing for our planet and our bodies, but it does mean a little extra care is required to keep your piece in tip top condition when it comes to washing.

COTTON CLOTHING

WASH: Separately for the first 1 - 2 times. You will see a little
colour bleeding out in these earlier washes, so take care to avoid washing with lighter pieces. No need to add salt - all our pieces have been pre-washed in hot water already. The mordants in low impact dyes are not as chemically rich as regular dyes though, so they don't 'fix' the same way.

DRY: In the shade always. Our low impact dyes will fade much faster if left in the sun.

DO NOT: Wash in hot water - this will ensure the colour bleeds much more than it should, and your piece will fade faster.

WOOL + CASHMERE ITEMS

Our wool beanies, ponchos, arm warmers and other wool accessories are a delicate wash only. Please be aware how your machine processes wool items, and if unsure then handwash only to avoid potential felting of the wool if the cycle is too harsh. Dry all wool items flat in the shade.

My garment leaked dye - is this normal?

As our dyes are low impact and do not contain harsh chemical mordants, your piece will bleed a little colour at the beginning. This is normal and shouldn't fade your item. Do not wash your item in warm or hot water as this will allow more dye to run. Please contact us if you have an inquiry about your garment dye on info@surya.com.au

Are your sizes standard AU sizes?

Each product has it's own individual size guide on the product page. You can find this directly above the 'Add to Cart' button. Please do check each product size chart as the sizes can vary from one piece to another.

Ethics + Sustainability

Is your clothing ethically produced?

Yes, it sure is. We are a (super) slow fashion brand, and pride ourselves on having kept our core values since day one. We are constantly contemplating every aspect of our business, and are always aiming for improvement. We are intentionally remaining small and staying slow, as it resonates with us after already having already achieved many ambitious Surya goals. Please read more about our slow fashion

Where is your clothing made?

All our pieces including our clothing are produced in Nepal by our long term partners. We have been working closely with our people in Nepal since 2008, and have tons of information on our blog about all aspects of our production. We produced our Surya film in 2016 showcasing our clothing being made from start to finish (and included lot of beautiful Nepali moments as well of course).

Tell me about your fabric

We use slub cotton fabric in most of our clothing designs. All our slub cotton is woven in country in Nepal (providing lots of local employment). It is then dyed (just around the corner), and transported to our stitching house which is only around 30 kms away from where it was woven. We prefer local and small business when in Nepal as well as in Australia.

We choose to dye in full block colours only (rather than printing), as prints use far more water and produce more grey water run off as non-printed fabrics do. Read more on our low impact dyes >

Tell me about your packaging

You will never receive plastic in your parcel from Surya! We ship all orders using our 'Dirt Bag' satchels that can be popped in the compost ... yes compost, not just recycling! Learn more about our sustainable packaging >

We use Nepali treeless Lokta paper in our jewellery packaging. Read more on treeless paper >

We use minimal wrapping paper to secure your order, and recycled bubble wrap when needed. We always have a stock pile of used bubble wrap, as our jewellery orders are shipped from Nepal in bubble wrap - we send it on down the line to you, and encourage you to keep it and use it when needed.

Still have Questions?

Get in Touch below