Home > Frequently asked questions


We’ve compiled a list of your most frequently asked questions to ensure your shopping experience is as seamless as possible. If you can’t find the answer you are looking for, feel free to email us – we are always happy to help.

Will I have to pay for customs and duties?

We ship from Australia, so if you’re an international customer you are responsible for customs & duties within your own country. For further information, we recommend contacting your local customs office. SIR is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.

Do you have a store?

No we currently don’t

What currency is used online?

You are currently browsing our Australian Website. All prices are charged in AUD.

Do you offer returns or exchanges?

Yes, we offer 30 business day returns on all items. To read our full Returns Policy CLICK HERE.

What do I do if I have a faulty item?

Please EMAIL US with your order number and a photo of the fault. Once we receive your request we will arrange a replacement or refund for you.

What do I do if I receive an incorrect item?

Please EMAIL US with your order number and style you’ve incorrectly received. Once we receive your request we will insure you receive your original order.

How can I use a gift voucher/promo code?

When you’re ready to checkout and are looking at the items in your cart, click proceed to checkout. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

What payment methods do you accept?

We are currently accepting the below methods as payment:
Sur Mer Gift Voucher

Have you received my returns?

As soon as we receive your return back into our warehouse, you will receive an email confirmation. Please allow 3-5 business days for our team to process your return and your accounts to be credited.