Refund policy
Last updated: September 27, 2026
At Surreally, we carefully work with our fulfilment partners to ensure orders arrive in good condition.
Returns & Exchanges
We currently do not accept returns or exchanges for change of mind, incorrect selection, personal preference, or other non-defective reasons.
Please review product details and order information carefully before completing an order.
Damaged Items
If an item arrives damaged or defective, please contact us as soon as possible.
To review the claim, customers must email us with:
- The order number
- A clear description of the issue
- Clear photos showing the damaged item
- A video showing the damage, where necessary
- Photos of the packaging and shipping label, if requested
Once the damage has been verified, an eligible refund will be issued to the original payment method.
A physical return of the damaged item is generally not required unless specifically requested by Surreally.
Lost or Undelivered Orders
If an order is confirmed as lost during shipment or not delivered, please contact us so we can investigate the shipment.
We may require supporting information such as:
- The order number
- Tracking information
- Confirmation from the shipping carrier
- Any other information reasonably required to verify that the shipment was lost or not delivered
Once the shipment has been confirmed as lost or undelivered, an eligible refund will be issued to the original payment method.
Refund Requests, Review and Processing Times
At Surreally, we want to ensure that any issues with your order are handled fairly and efficiently.
How to Request a Refund
If your order arrives damaged, defective, incorrect, or has not been delivered, please contact our customer support team at hello@surreally.shop as soon as possible after discovering the issue.
To help us review your request, please provide:
- Your order number
- The email address used when placing your order
- A brief description of the issue
- Clear photos or videos showing the issue, where applicable
Review and Investigation
Once we receive your refund request and all necessary supporting information, our team will review and investigate the issue within 5 working days.
After completing our review, we will send you an email confirmation informing you of the outcome and whether your refund has been approved or declined.
If additional information is required, our team will contact you by email.
Refund Processing and Timeline
If your refund is approved, we will initiate the refund to your original payment method and send you an email confirmation.
Once the refund has been issued, please allow approximately 7–14 working days for the funds to appear in your account.
Please note that the actual time it takes for the refunded amount to reflect in your account depends on your bank, card issuer, or payment provider. Processing times may vary, and Surreally does not have control over delays caused by financial institutions.
If you have not received your refund after 14 working days from the date it was issued, please contact us at hello@surreally.shop, and we will be happy to assist you.
Contact Us
For any questions or concerns regarding refunds, please contact:
Surreally Customer Support
Email: hello@surreally.shop
Support Hours: Monday to Friday
We aim to respond to customer inquiries within 24–48 hours on business days.
This policy does not affect any statutory consumer rights that may apply under the laws of your country or region.
Important
Refund requests may be declined if we are unable to verify the reported damage, loss, or non-delivery.
Customers are responsible for providing accurate shipping information when placing an order. Surreally cannot guarantee refunds for orders that are not delivered because an incorrect or incomplete shipping address was provided.
Nothing in this policy limits any consumer rights that cannot be excluded under applicable law.