FAQS

GENERAL

In which countries can I buy online?

Currently the items offered through this website are available for shipment to Germany, Denmark, Belgium, Luxembourg, Holland and Ireland. To purchase from Spain you should go to www.surkana.es. To buy from Italy you should go to www.surkana.it, and to buy from France you can go to www.surkana.fr.

What languages can I browse in?

The navigation languages are: Spanish, English, French.

You can change it at the top right of the web page.

Do I need an account to place an order? 

Creating an account is not mandatory, but by registering you will be able to enjoy the following benefits through "My Account":

• Track your order and access your purchase history.
• You will be able to create your wish list.
• Receive notifications when stock is replenished.
• Save your personal and credit card information to speed up your purchase.
• Manage your newsletter subscription

How can I create an account on surkana.com?

You must select the "My account" section at the top right of the website and click on "Don't have an account? Create one here "

You will have to fill in your personal data (name, address, phone number...) and accept the data processing. We will then send you an email in which you will have to confirm your account. 

How do I make a purchase?

Shopping at Surkana's Online Store is very easy: if you know what you are looking for, use the specific categories or search in the "Collection" section of our website. Once you have found an item, select your size and color and use the "Add to Cart" button below. Review the items in your cart by clicking on the "CART" link at the top of the page, here you can remove items you do not want. Click on "Checkout" to complete your order.

What size do I choose?

In the Surkana Online Store, sizes are based on the international system. To convert these sizes to your usual size, simply click on "Size Guide" on each product page or at the bottom of the web. In the description we try to detail the specifications of each garment.

How do I know if an item is available?

All items are available unless the "Out of Stock" sign appears. Please note that if an item is in your shopping bag it can still be purchased by another customer until you have completed your order. If the product you wish to purchase is not available, add it to your Wish List so you can save it and review it at any time. You will receive a notification when it becomes available again.

How can I receive newsletters?

In your account, under Personal Information, simply check the box "Subscribe to our newsletter".  This way you will be informed about news and promotions before anyone else.

*We recommend that you check your spam or promotions folder. 

Can I unsubscribe from the newsletter?

Yes, you can unsubscribe from our newsletter in any of the newsletters received, at the bottom by clicking on: "UNSUBSCRIBE".

Does Surkana Online Store ship to PO Boxes? 

It is not possible to ship to PO Boxes.

Is it possible to ship to multiple addresses?

It is only possible to ship to one address for each order. If your order contains gifts or items that need to be shipped to multiple locations, you will need to place separate orders for each address.

How can I contact Customer Service?

We will be at your disposal through these channels:

• By sending an email to [email protected]
• Through our social networks: Instagram, Facebook.
• Or by online chat through our website where you will be attended by one of our agents.
• The opening hours are Monday to Thursday from 9 to 17:30 and Friday from 9:00 to 14:30.

MY ACCOUNT

How do I access my account?

Just click on "Login" at the top right of the web page and enter your email address and password. 

How can I edit my data?

Once you are logged in, you have to click on the same home icon and everything related to your account will appear there. You have a menu on the left side with all the available options: personal data, addresses, wish list, etc...

How do I reset my password?

You must click on "Forgot your password?" and enter your e-mail address. 

You will then receive an e-mail that will allow you to reset it again. 

Please check your spam or promotions folder. 

How do I change my password?

You must log in to your account and select 'Information' from the menu on the left. You will then need to enter your current password, your new password and click 'Save'. 

Is my personal information private?

Your personal information is private and confidential and will not be sold or rented at any time. To register, we will need to know your name, postal address and email address. When processing your online order we will need your billing address, shipping address, phone number, credit card number and expiration date. If necessary, these details will be shared with the credit bureau of reference to verify your order. Please remember that in case you subscribe to our Newsletter we may use your contact details to inform you of the latest arrivals and special promotions. If you prefer not to receive these updates, you can unsubscribe at any time in "My Account" by selecting "Newsletter Management". For more details, please visit our Privacy Policy section.

What is a Wish List?

In your "Wish List" you can save your favorite products, track them and purchase them at any time you wish.

How do I create a Wish List?

To create a Wish List you will need to be registered and logged in. Once you are logged into your account, use "Add to Wish List" on the product page and the items will be automatically saved to your Wish List, which can be found on the right side of the navigation bar (heart symbol). Click on the product image to go to the product page and see the specific details of each item. 

Is it possible to cancel an order?

You can request cancellation by phone or via [email protected]. We recommend you to choose the first option to get a response as soon as possible.

If the order has left our logistic warehouse we will not be able to manage the cancellation of the order. You will have to return the order as soon as it arrives.

Where can I insert a discount code?

In the last step of the purchase process you will be able to insert the discount code in the "Promotional code" box.

Remember that promotional codes cannot be combined with other offers and are valid only in our online store and for a single use. During sales or other promotions, these coupons will be deactivated.

SHIPPING AND RETURNS

How long will it take for my order to arrive?

Shipping takes 3-4 days to arrive. Shipments are handled Monday through Friday. If the order is placed on Saturday, Sunday or holiday, it will be processed from the 1st working day.

How much do I have to pay for shipping costs?

The shipping costs are 7.50 € and in the case of purchases over 150 € are FREE.

Can I track my order?

Once your order is shipped, you will receive an email confirmation with the shipping details and tracking number. If you are a registered customer, you can check and view the status of your order by logging in and going to "My Account" and "Orders".

Can I change the shipping address once my order has been shipped?

We cannot redirect orders to other addresses once they have been shipped. Therefore, please make sure you enter a correct shipping address for the specified delivery times.

Can I add items to an existing order? 

It is not possible to combine orders or add items to an existing order. If you need all your items to be shipped together, you will need to cancel your order and place a new order containing all the desired items.

Where is my order?

We try to ship all orders the next day after they are confirmed. Estimated delivery times are for reference only, from the day of shipment we are not responsible for any delays caused by exceptional circumstances. Once your order is shipped, you will receive an email confirmation with shipping details and tracking number. If you are a registered customer, you will be able to check and view the status of your order by logging in and going to "My Account" and "Orders". If you are not a registered customer, register now to track future orders. If you do not have the tracking number, you can write to us at [email protected] to consult it.

What do I do if my shipment does not arrive?

If 7 working days have passed and your order has not arrived, you can contact us by sending an email through the contact form or through the email: [email protected] and we will be happy to help you.

What do I do if my shipment has arrived in bad condition?

If the order has arrived in bad condition, please contact us through the contact form or by writing us at [email protected].

Is my package insured? 

Yes, all packages are insured.

How do I return an item? 

If you placed your order in Spain, you have 15 calendar days from the date of receipt to return the products you want.

The returned item must be in the same condition as when it was delivered and only one return request can be processed per order.

•  To make a return, go to the following link: Make a return
• Log in with the desired order code and your email address.
• Select the products to be returned and the reason.
• In the shipping information, select the return method.
• Don't forget to include the delivery note for your order in the package to be returned.

If you prefer to return the products yourself, you don't need to let us know.

If you have any questions during the process, please contact us.

The cost of returning the goods will be borne by the customer and will be deducted from the amount to be refunded. 

The costs will be borne by Surkana in the following cases:

• The garment has a manufacturing defect.
• The garment is damaged on receipt.
• The delivery does not match the reference, size or color requested when ordering.

The value of the product will be refunded within a maximum of 15 days from receipt of the notice of return of the product, and will be made using the same means of payment that was used to place the order, either by credit card or PayPal payment.

How do I exchange an item? 

Products cannot be exchanged. To obtain a product in another color or size, you must return the original item and place a new order through the SURKANA website. 

Can I return swimwear ? 

No. Swimwear such as bikinis and swimsuits do not accept returns or exchanges.

METHODS OF PAYMENT

The following payment methods are available:

• Credit and debit card
• PayPal
• Bizum
• Apple Pay
• Google Pay

Make sure that you have received the confirmation e-mail or that your order appears in the section History and details of my orders.

If the problem persists, please contact our customer service team at [email protected].

Customer service hours are Monday to Thursday from 9:00 am to 5:30 pm and Friday until 2:30 pm.

Is it safe to use my credit card in the Surkana Online Store?

The security of your personal information online is important to us. We use the latest SSL encryption technologies to store and transmit your personal information and credit card details securely through our systems. In addition, to ensure complete security, we use a payment gateway protected by 3DSECURE technology, which complies with Verified by VISA" and "MasterCard SecureCode" protocols.

At no time during the purchase process do we store your credit card or Paypal account information. It is the platforms themselves who tell us whether the payment has been made or not after validation of your data and the security code of your card (CV2) that only you know. For more details, please visit the Privacy Policy section.

Is there any extra cost depending on the payment method?

No, you will not pay extra regardless of your payment method.

For what reason can my credit card be declined?

The payment can be rejected for several reasons:

• The card is expired.
• A typographical error.
• The credit limit has been exceeded.

To finalize your credit card purchase it is necessary to:

Enter your private area of the bank.

Review the payment details and authorize your purchase. 

Once successfully authorized, return to the Surkana website again to finalize the process.