Shipping & Returns

Shipping Policy

All orders, national and international are shipped with DHL from Germany. Shipping costs for national/international orders with DHL vary between 4,90 and 14,90 Euros. The price is the same regardless of size and weight. The Parcels inside Europe normally arrive within 3-14 working days from the date we receive the order. Orders outside of Europe can take up to 2-3 weeks. In case a package is returned to Germany, because the buyer did not claim the package, we do not send replacements. Suri is not in charge for any actions taken by customs on your parcel during delivery as we are not responsible for this. The buyer will be responsible for any further customs costs that could be applied to your package.

Return Policy

Although we hope you love your Suri gems, there may be times when you need to return items to us. You have 14 days from the date you receive your order, to return anything to us for a refund only. Please note, we don’t offer exchanges outside of Germany and returns from overseas are not free.

**Please note that no return is offered on reduced/discounted items. 

 

We reserve the right to withhold the refund until the item is received and reviewed. 

We also reserve the right to not refund or only partial refund, in case the condition of the item after receiving it back is not equal to the condition when leaving us. Returns need to be made unwashed, unworn and with their original tags. Causes of unsatisfactory conditions are:

  • Washing the item.

  • Damaging the Item while you were responsible for it.

  • Handling the item differently than it was necessary to determine its nature, characteristics and appearance.

  • Any other mistreatments.

We will return the money within 7 weekdays. We refund the amount you have paid at the time of purchase through the same payment method that has been used for purchase. 

 

To return simply follow the instructions below:

 

  1. Communicate return to our Customer Care team via wecare@suri.earth . Use the original packaging for return if possible. 

  2. Write ‘RETURN’ and address on the outside of the parcel.
    Return address:  Christinastraße 42                                                                                                 50733 Köln                                                                                                              Deutschland / Germany

  3. Bring parcel to your nearest post office and make sure you keep your proof of postage receipt.

  4. Time to relax! We’ll drop you an email when your return has been processed. If you have any questions, you are welcome to contact us.