Refund policy
Sometimes a size does not feel right, or a change of heart happens. We want you to love what you wear, so you have 14 days from the day your order arrives.
Start any return by emailing returns@suroywear.com.
What we can take back
Items unworn, unwashed, and in original condition
Tags and packaging intact
Proof of purchase, your order confirmation or receipt
How to start a return
Email returns@suroywear.com within 14 days of receiving your order. We will walk you through the process and send return instructions. Return shipping is shouldered by the customer.
Please wait for our confirmation email before sending anything back. We run multiple fulfillment centres and need your return to reach the right one. Items sent back without prior coordination cannot be accepted.
What we cannot accept
Personalised or custom items
Gift cards and final sale items
Discounted or marked down products
If you are unsure about a specific product, message us before you order. We are happy to help.
Damaged or wrong items
If you received the wrong item or a damaged product, take a photo and email returns@suroywear.com as soon as you open your parcel. We will make it right.
Exchanges
Swapping for a different size or style is quickest as two steps. Process a return for your current item, then place a new order once it is approved.
Restocking fee
Approved returns carry a 20% restocking fee, deducted from your refund.
Order delays
If your order is delayed beyond 30 days because of production or fulfillment, email us and you may request a full refund. We will process it promptly, or offer an alternative if you prefer.
When your refund arrives
Once your return reaches us and has been inspected, we will let you know the outcome. Approved refunds go back to your original payment method within 10 business days. Banks and card providers can take a little longer to post it.
If it has been more than 15 business days and nothing has arrived, email returns@suroywear.com and we will sort it out.
Shopping from outside the Philippines
If you are ordering from the European Union, you have the right to return your order within 14 days, no questions asked. Items must be in original condition with proof of purchase. For all other international orders, our global store carries the full international return details.
Shop the global storeDesigned in Cebu. Shipped from Cebu and Manila. Worn worldwide.