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 7,5 € and in the case of purchases over 200 € 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.
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: firstname.lastname@example.org 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@example.com.
Is my package insured?
Yes, all packages are insured.
How do I return an item?
Once you have received your order, you have 15 calendar days from the receipt of the order to return the products you want.
The returned item must be in the same condition in which it was delivered and only one return request per order can be processed.
Remember that you have to attach the purchase invoice that we sent you with your order.
The return must be made within a maximum period of 15 working days from the date of delivery of the order, you will have to deposit it in a UPS collection point. Find the nearest one, by clicking HERE.:
Our address is:
C/ La prensa, 13
08150 Parets del Vallés
You will be responsible for the return shipping costs. This amount will be deducted from the price of returning the item. You can return it with a special rate at an Acces Point, find the nearest one HERE.
Surkana will be responsible for the following cases:
- The garment has a manufacturing defect.
- The garment is damaged at the moment of reception.
- The shipment does not match the reference, size or color requested when ordering.
As soon as we receive the return and validate that it meets the above requirements we will contact you via e-mail to confirm the return and let you know that we will proceed to make the refund.
The amount of the product will be refunded within a maximum of thirty (30) days after receiving notification of the return of the product, will be made by the same method of payment that was used to place the order, either credit card or PayPal payment.
In the case of returning a product in a promotion linked to quantities (3x2, second unit at half price, etc.) the promotion will be cancelled and the discounted products will be invoiced at full price.
Can I return swimwear ?
No. Swimwear such as bikinis and swimsuits do not accept returns or exchanges.