FAQ
Frequently Asked Questions
Find answers to common questions about orders, shipping, returns, sizing, and SURB products.
Orders
Can I change or cancel my order?
If you need to change or cancel your order, please contact SURB Customer Care as soon as possible. Once an order has been processed or shipped, we may not be able to make changes or cancel it.
How do I know if my order was confirmed?
After placing your order, you should receive an order confirmation at the email address provided during checkout.
Can I change my shipping address after placing an order?
Please contact SURB Customer Care as soon as possible. We cannot guarantee that a shipping address can be changed once an order has entered processing or has been shipped.
Shipping
How much does shipping cost?
Available shipping options and rates are calculated at checkout based on your delivery location and selected shipping method.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
Do you ship internationally?
SURB ships internationally to select destinations. Available shipping options will be displayed at checkout.
Will I have to pay duties or taxes on international orders?
International orders may be subject to customs duties, taxes, and import fees imposed by the destination country. These charges are the responsibility of the customer unless otherwise stated at checkout.
Returns
What is your return policy?
Eligible items may be returned within 31 days of delivery. Items must be unworn, unwashed, unused, and returned in their original condition with all original tags attached.
Are final sale items returnable?
No. Items marked Final Sale are not eligible for return or exchange.
Who pays for return shipping?
Customers are responsible for return shipping costs. If you received an incorrect or damaged item due to an error on our part, please contact SURB Customer Care before returning the item.
When will I receive my refund?
Once your return has been received and inspected, approved refunds will be issued to the original payment method. Additional processing time may be required by your bank or card provider.
Sizing
How do I find my size?
Please refer to our Size Guide for garment measurements and sizing information.
What if I am between sizes?
If you are unsure which size to choose, please contact SURB Customer Care before placing your order.
Products
How should I care for my SURB pieces?
Please follow the care instructions provided on the garment’s care label. Care requirements may vary depending on the material and construction of each piece.
Customer Care
How can I contact SURB?
For questions regarding your order, sizing, shipping, returns, or products, please contact SURB Customer Care through our Contact page.