ARE YOUR PRODUCTS ORIGNALS?

Yes they are all originals. We do not sell replica items.

HOW DO I ORDER SOMETHING? 

To make a purchase, click on the "Add" button and follow the page prompts for quantity after you have added the items to the shopping cart. Enter your billing, shipping, and credit card details. The final page of the sequence is the order review page, where you should check all the details to make sure everything is entered correctly. Once you click the "Checkout" button, we will process your order. All prices are shown in Australian dollars (AUD).

THE PRODUCT OR COLOR IS NOT DISPLAYED, CAN I STILL ORDER IT?

Some products are available in a range of colors, finishes and/or configurations, and ordering them may require special assistance. If you have a complicated request, please contact a sales associate at hello@surrounding.com.au. Our sales associates are here to help you. Items that are custom-ordered may not be returned for a refund or exchange.

WHAT TYPE OF CREDIT CARDS DO YOU ACCEPT? 

We accept Visa and MasterCard and PayPal PayPal has over 20 million registered users and about 3 million business accounts. To find out more about PayPal please visit www.paypal.com

DO YOU SHIP TO NEW ZEALAND OR INTERNATIONAL?

We ship certain products to New Zealand (excluding globes unless for ceommercial orders). We can also arrange international deliveries across the ASEAN region. Please contact us to receive an international shipping quotation. Some orders are subject to state sales tax will be billed upon shipping.

DO YOU SEND ORDER CONFIRMATIONS VIA EMAIL?

The first email we send confirms your order, as well as your shipping address and other delivery information.The second email confirms that your order has been shipped, or tells you when it will be shipped.

HOW LONG DOES DELIVERY TAKE?

Delivery time frames are between 3 days and 13 weeks, as some of the products are shipped from Europe. The delivery times are listed in the specs for each product.

HOW WILL MY MERCHANDISE BE DELIVERED?

All orders require a signature on receipt. Small and medium parcels are sent via Australia Post or Australia Air Express courier. If there is nobody present to sign, the merchandise will be forwarded to your local post office where you can pick it up. Larger deliveries will be sent via courier and we will contact you with a delivery time. If there is nobody present to sign, the merchandise will be returned to Surrounding and you will be responsible for the cost of re-delivery.

HOW MUCH DOES DELIVERY COST?

Delivery is calculated at the checkout and is specific to each item, as we have many products in various weights, sizes and levels of fragility. You are also welcome to save on delivery and pick up the item from our warehouse, located in South Yarra, Melbourne. Please contact us to arrange self-pickup. 

HOW DO I RETURN SOMETHING?

If you would like to return something, you must contact customer care within 7 days of receipt of the merchandise. Depending on the item, we will either arrange for a courier to collect it, or it will be your resposibility to send it back. Provided the item arrives in the original condition, unused and in the original packaging, we will provide you with a store credit (less any courier costs) or item for exchange. Unfortunately light globes cannot be returned. Refunds are only given in the case of faulty products.

If you believe an item is faulty or damaged, contact Customer Service within 5 days of receipt of the item. We will either ask you to send us images of the item or  we will arrange for a courier to have the merchandise picked up from you. If the item is found to be defective, Surrounding will reimburse you for any extra courier charges incurred.

We may need to have the item assessed by the manufacturer to determine whether or not you are entitled to a refund. Most items have a manufacturer’s warranty. Note Surrounding Australia Pty Ltd will, at all times, honour its obligations under the Australian Consumer Law. 

Special Orders - (Made to Order or Custom Orders) are not covered under the return policy. These products are custom made to your specification, (size, color, style, finish, fabric) or are products that are specially imported for you. These products are non returnable and cannot be exchanged.

Trade orders are not covered under the return policy - products cannot be exchanged or returned. Merchandise will be replaced or repaired if found to be faulty.

Surrounding is not responsible for customers who do not follow our return procedures and return policy.

WHAT IS YOUR COMPANY POLICY?

All information regarding our privacy policy, terms of use and our shipping and return policy can be found in the terms of use section of our web site.