Shipping Policy
SHIPPING TIMELINES
The dispatch timeline from the time of placing an order is mentioned on the individual product page. The shipping timeline after dispatch is 2-6 working days for domestic orders, and 3-7 working days for international orders. The timeline varies depending on the destination and logistics service provider. Please note that this timeline does not include public holidays and Sundays.
If you require your order by a specific date, please WhatsApp us at +919871900709 or email on info@surmaye.com and we'd love to help you out.
SHIPPING CHARGES
We’ve got some great news - all shipping within India is on us!
International shipping is free for orders above INR 40,000. Charges of INR 2,000 apply for orders below INR 40,000.
DUTIES & TAXES FOR INTERNATIONAL ORDERS
Duties and taxes for international orders are not included in your order and are over and above any shipping and handling charges paid at checkout. Most countries charge duties on imported items, which are levied at the time of port entry and vary based on the destination country and the products imported. You will need to pay the applicable duties and taxes directly to the shipping agency (DHL, FedEx etc.) at the time of your order delivery after you receive an invoice from the shipping agent. Surmaye takes no responsibility for the non-delivery of orders in case such taxes and duties are not accepted and settled by the recipient at the delivery address, and will not provide any refunds in such cases.
TRACKING ORDERS
Once your order is shipped, we will mail you your tracking number along with information about the shipping agency. Orders can be tracked using the consignment/tracking number on the shipping agency’s website.
ORDER DELAYS
Rest assured that we try and do our very best to fulfill all orders within the specified timeline. However, since Surmaye has a hand-intensive production cycle to create truly unique pieces for you, some human-related delays are unavoidable at times. The fulfillment timeline also does not include any delays due to conditions/ events beyond our control, such as a natural disaster, war, calamity, fire epidemic, etc.
In such a situation where your order is delayed, our team will keep you updated and would be working tirelessly to make sure the order is dispatched/forwarded as soon as possible.
NON-AVAILABILITY ON DELIVERY
Please check the estimated delivery time sent by us, and if you are not available during that period, kindly inform us at info@surmaye.com about the same, so that we can delay your shipment and send it only after you are available.
In the event of non-availability on delivery, our delivery partners will call you and attempt to deliver the package again before they return it to us. Please provide the complete and accurate shipping address including pin code/ zip code and a mobile number, to help us in delivering your order faster. Orders shipped and returned due to non-availability on delivery are not eligible for any refunds, and the customer will have to bear the re-shipping cost.
Please note that in the case of international orders, if a customer is not available for delivery, the shipping company will call and attempt to deliver the package again before they transfer it to the local delivery partner office. In case of consistent unavailability, the shipment will be returned to us in India. To receive the shipment back in India, there would be a considerable amount of duty/tax involved on the return shipment. Please note, that in such a scenario the customer/consignee will have to bear the cost of duty/taxes at the port in India for the return shipment plus the freight/re-shipping cost to the respective destination country. In case a customer refuses to bear the customs duty/tax charges at the port in India for the return shipment, then the shipment will remain with Indian customs indefinitely and we will not be able to offer any further assistance on the same.
Please note by purchasing from Surmaye, you are agreeing to our purchasing terms, conditions, and policies.