FAQs
1. How can I track my order?
After your order has been dispatched, you will receive an email with the shipping details. You can use the link in the email to track the status of your parcel step by step and see where it is currently located. If you have not received an e-mail with the shipping details, please also check your spam folder.
Since we work with multiple external manufacturers and suppliers to offer you high-quality products that are often hard to find in Europe, some items may be shipped separately. Therefore, your order may arrive in multiple packages. Please note that in such cases, you will receive two separate tracking numbers via email. If you do not see the second email in your inbox, please also check your spam folder. Thank you for your understanding!
2. How long does shipping take?
Standard shipping to all European countries usually takes 10–15 days. However, for high-demand products, there may be occasional delays. Due to ongoing global supply chain issues, we process orders based on our waiting list. We truly appreciate your patience and understanding as we work to fulfill your order as quickly as possible.
Please note that some trending or rare products may take longer to ship due to high global demand and limited availability. We appreciate your patience while we do our best to fulfill your order as soon as possible.
3. How can I change my order?
If you contact us by e-mail with your order number, we will be happy to make the desired changes. Please send us your change requests as soon as possible.
4. Can I cancel my order?
You can cancel your order without penalty, but only before the order has been shipped. To cancel your order, you must send us an e-mail with your order number to support@surprey.com. If your order has already been shipped, please wait until the package arrives. You can then send us an e-mail for the return shipment.
5. I am not completely satisfied with my order. Can it be returned? What happens if there is a problem?
We offer a 14-day return guarantee on all products. If you are not satisfied with your purchase, you can return the product to us within 14 days of receipt for a full refund. Please note that the product must be returned unused, unopened and in its original condition and with the original packaging intact. The return costs are to be borne by you. Once we have received the returned product, we will refund you the full amount of your original order.
To initiate the return, please send an e-mail with your order number to support@surprey.com so that we can provide you with the appropriate return conditions and instructions.
Please note: If your package is still in transit, please wait until it arrives and then send it back for a refund.
7. What is the return address?
The return address is:
Surprey
Ulmenstrasse 7
Wald-ZH
8636 Switzerland
8. I have entered the wrong address, what should i do now?
If you have entered an incorrect address, please simply reply to the order confirmation email and confirm the correct address. As soon as you realize that the address provided is incorrect, please notify us immediately by email at support@surprey.com so that we can make the correction.
9. In which currency are the prices displayed on the website?
All prices are quoted in EURO.
10. How can I place an order?
Select the products you want, add them to your shopping cart and go to the checkout to complete your order. Follow the instructions to enter your delivery address and payment information.
11.I have a question that has not been answered. Can you please help me?
Of course! If you have a question, there is an intelligent assistant at the bottom right of our website that can help you.
If you still need help, you can also fill in the contact form on the website and we will get back to you as soon as possible.
Or send us an e-mail directly to support@surprey.com. If it is an order, please do not forget to include your order number. We will be happy to help you!
Response time to e-mails
We endeavor to respond to your e-mail within 24 hours. However, in some cases there may be longer response times due to a high volume of emails. We appreciate your patience and will do our best to help you as quickly as possible.