We offer a simple love it or return it guarantee on all full priced items.
If for whatever reason you don't LOVE it, just send it back to us for an exchange, refund, or store credit.
You have 30 days from when your order was placed to return an eligible item.
Make your Mama Proud
Your return may be rejected if returned item/s are no longer able to be resold.
Returned items need to be in original condition, unwashed, unworn, all buttons done back up, all tags still on and with no marks present. Your item/s must be folded correctly so your return doesn't arrive back here severely creased.
Our team will inspect the item/s on arrival and be in touch.
Frequently Asked Questions
Where can I find your returns portal?
You can start a return through our returns portal here.
Am I able to get a refund?
You may return all full priced items (except earrings, headbands, scrunchies and Tibetan prayer flags) for a refund.
*Please note - if you paid using Afterpay and would like a refund, we pass on the Afterpay 6% fee, and deduct it from the total to be refunded to you by Afterpay. Afterpay returns for store credit do not attract this fee.
How do Afterpay refunds work?
Items purchased with Afterpay can be returned for an exchange or refund, subject to our Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.
*Please note - if you paid using Afterpay and would like a refund, we pass on the Afterpay 6% fee, and deduct it from the total to be refunded to you by Afterpay. Afterpay returns for store credit do not attract this fee.
Can I get an exchange?
Yes no worries! Please start your return request in the portal, and select 'Id like an exchange' when prompted. Once it arrives back here at HQ we issue your store credit to the value of the return, and you simply re-purchase the item you're after.
Can I return an item that was on sale?
You may return a regular sale item for store credit (only). If you were after an exchange, simply place a new order with your store credit once it arrives back here. Very sorry, but we do not refund sale items.
Items marked 'Final Sale' cannot be returned to us.
What can't I return?
We do not accept returns on items marked 'Final Sale'.
We also cannot accept returns on earrings, headbands, scrunchies or Tibetan prayer flags.
Will my shipping be refunded?
We're very sorry but we cannot refund your original shipping cost.
Who pays postage on a return?
We ask the person sending it back (ie the customer) pays the postage for returns.
What do I do if I believe my item has a fault?
We're sorry to hear you've experienced a fault with your Surya piece! Please get in touch with our team here or email us at info@surya.com.au. Make sure to include your order number and a picture of the fault and we'll be happy to look into the issue for you!
What is not considered a fault?
- Perceived or real slight colour variances. All our fabrics are hand-dyed in small batches, making each piece truly unique. While we aim to colour match as closely as possible, there may be a slight variation in shade or tone between individual batches.
- As our pieces are handmade, small variances of 1-2 cm in garment measurements may occur from time to time.
- Colour bleed in the wash. Our low impact dyes will bleed colour in the beginning during washing. Please see care instructions here, and further dye information here.
Where do I find my store credit?
To access your store credit, you simply log-in to your account, and it will appear at checkout as a payment option (as well as on your dashboard). If you don't have an account, please create one and then log-in.
Once you've lodged a return request via the portal, please get your parcel ready to ship back to us.
Step 1: Pack it correctly
Please make sure you fold your item/s correctly, all buttons are done up again, all tags still on, and there are no scents or marks on it - the way you received your piece.
Step 2: Include a Short Note
Please include a short note, stating your order number, email address and the return request you chose in the returns portal.
Step 3: Post it Back To us
Pop your item in a satchel and post it back to us - bonus points if you reuse the satchel it arrived in! Take note of the tracking number, just in case.
Once it arrives back here at the warehouse, one of our team will inspect the item/s returned to ensure they meet our standards. We'll be in touch via email once your return is approved.
Purchased an item using a promotional code?
Unless otherwise specified, orders placed using promotional discount codes can be returned as usual. Regular return conditions apply. The return amount (either for refund or store credit) is the total amount you paid after the code was applied.
Purchased an item from a stockist?
If you purchased an item from one of our lovely stockists and you'd like a refund or exchange, you will need to go back to them directly with your inquiry. We at Surya cannot process any refunds or exchanges with items that were not purchased directly through our website.
Purchased an item from one of our event stalls?
If you purchased an item/s from any of our market or festival stalls, you will need to go back to the stall for an exchange, and contact us about this within 1 week of purchase. We do not offer refunds for items purchased from our event stalls. Please contact us to find out where we will be next.
