FREQUENTLY ASKED QUESTIONS
Orders & Tracking
No, you can place your order as a guest user without creating an account on www.surmer.com. However, creating an account on this website will get you the following benefits:
- Order tracking and past purchase log
- Offer updates
- Maintaining a wishlist
- Easy exchange and returns
- Easy purchases and faster checkout
Once the order is successfully placed, you will receive a confirmation email with the tracking ID and SMS having your order details. Please note that you can track your order with our delivery partner only after it has been dispatched.
We encourage you to make changes before placing your order, as we might not be able to fulfill your request once the order has been placed. If you still need to make any amends, reach out to our customer service, and we will try to make the possible changes.
We accept all major credit and debit cards along with digital modes of payment. Our platform follows an industry-standard encryption system to protect all kinds of sensitive data, including your card details and personal information.
Online transactions at Surmer are secured with SSL encryption. Your card details are completely safe and protected with us.
Returns, Exchanges & Cancellations
You can exchange or return an item within 14 calendar days of receiving the order. No exchanges or returns will be entertained unless it meets the criteria set by our organization. For details, check out our Exchange and Return Policy page.
Refunds are initiated once the package is returned to Surmer and the team verifies it. On approval, the refund process starts, which may take up to 7-8 business days to be reflected in your original mode of payment.
Shipping & Delivery
You may expect your order to arrive within the expected delivery time. However, additional factors such as weather conditions, shipping addresses, and public holidays may affect the delivery.
We request you to check your availability first and then place your order. Our delivery partners make every effort to deliver your order when you are available to collect it. By providing your contact information, our partners will connect with you before delivery.
If you find a defective piece in your order, contact our customer service by Phone: +974 3120 2022 (Toll-free for the US and Canada), or email: firstname.lastname@example.org within 30 days of receiving the order. Our team will look into the matter and resolve the problem at the earliest.
Sometimes, when the order contains multiple items, it is sent out in more than one package. Make sure to check the invoice as it contains all the details of the product that you receive in the package. If you still do not receive the entire order within the expected delivery date, reach out to our team within 14 days.
We apologize in advance if your order is undelivered. If our delivery partners fail to deliver your package, they will send it back to Surmer. We will initiate the refund process within 24-48 hours.
For maximum customer satisfaction, we ensure that every product is sealed and packed with great attention before it is shipped. We strive to make your order reach you in original shape and condition.
Click on the ‘Forgot Password’ button on the ‘Login’ page and follow the instructions to reset your password.
Go to your account to add a new address or make changes to your existing address. The change of address would not work once the order has been placed.
CAN'T FIND AN ANSWER TO YOUR QUESTION IN THE FAQ'S?
Please chat with our customer support team or whatsapp / call on the below given customer support contact number. We will be happy to answer your queries.
We are available for you: Monday to Saturday from 9AM to 6PM (GMT+3).
Email us: email@example.com
Call us: +974 3120 2022
Whatsapp: +974 3120 2022