FAQ's
Frequently Asked Questions
Got a question? Find our FAQs here.
If your question hasn’t been answered here, drop us a line or use our Contact Form.
What is SURAIA?
We are a premium luxury small Athleisure wear brand where we make designs which are custom made exclusively for you.
Can I speak to someone about my order?
Yes off course you can, send us an email and we will respond as soon as we can.
How fast can I get the item?
Production time varies between products, it is mentioned on the product listing when you should expect the product to be delivered to you.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Shop Pay + Google Pay
I never received a confirmation email what should I do?
If you haven’t received an order confirmation email, it is likely the result of a couple of things;
- Your order was never actually placed and processed
- You have entered an incorrect email address with your order
If you are certain that your email address was correct please check your spam folder, in the event that you still cant locate your order please contact us via email hello@suraia.com.au
How long will it take to get my order?
It takes 3-7 days to fulfil the order. Shipping time depends on your location, estimation is as follows;
USA - 3-4 business days
Europe - 6-8 business days
Australia - 2-14 business days
International - 10-20 business days
My order should be here by now but I still don’t have it, what should I do?
Please check your shipping confirmation email for the delivery address and make sure it is the correct address
Ask your local post office if they have your package
Stop by your neighbour in case the courier left the package with them.
If you have checked and still no package, please contact us with your order number & email address.
What is your Return Policy?
To qualify for a return, items must be unworn, unwashed and in their original condition. We will not accept items that have been worn, laundered or altered in anyway.
Returns, exchanges or refunds will not be processed until products have been received and the products returned condition has been confirmed.
Once confirmed please allow time for your new item to be processed and shipped according to our shipping guidelines here.
You have up to 7 days to contact us, Please contact us via hello@suraia.com.au with your order number and your reason for the return with photos of the item.
You will need to pay the shipping charges.
Products must be in original packaging with labels attached and must be unworn.
We do not return any swimwear.
Do you offer Refunds?
Refunds are offered to customers that receive the wrong item or damaged item. Please contact us at hello@suraia.com.au with your order number and reason for the refund including photos of the item.
You will need to pay the shipping charges.
Products must be in original packaging with labels attached and must be unworn.
We do not offer refunds on any swimwear.
Do you offer exchange?
Yes we offer exchanges, we suggest to check our sizing charts, we have one listed for every item listed on our store in the product description section.
Please send us an email hello@suraia.com.au your reason for exchange.
You will need to pay the shipping charges.
Product must be in original packaging with labels attached and must be unworn.
We do not offer exchanges on any swimwear.