Shipping & Returns
We have fixed rates of shipping according to the weight of the order.
We calculate the shipping costs based on the weight of the package and location.
Unfortunately, we cannot be responsible for lost or stolen or undelivered packages where the item is has been registered as delivered. Kindly contact us so we can help you trace it.
Unfortunately, we cannot be responsible for your undelivered package for redelivery of the package additional fees may apply.
UNPACKING VIDEO IS A MUST.
If you receive a product from us that appears to be damaged or defective, contact us immediately at . We will gladly exchange damaged orders reported within 24 hours of delivery with the unpacking video of the damaged parcel that is mandatory. The decision of replacing the product will still remain with Surprise Elements
We do not accept returns of our products due to the environmental impact of reverse shipping and sanitary reasons! We do still want you to be happy with and excited about your purchase, so if you have an issue, please email .
We strongly encourage you to read our product descriptions, ingredients and care instructions thoroughly and to make well-educated purchasing decisions. If you have any questions, please email us prior to purchasing. Hence we don't accept order cancellations in any case.
For a refund of the product purchase price, Shipping costs are non-refundable. The customer is responsible for all return shipping costs but we will happily pay shipping fees if the delivery is a mistake of Surprise Elements (for example, you received a broken or wrong item). For all of our direct sales, you can't return products.
If your order has already been processed for shipment (your shipping label has been created and the shipping confirmation email has been sent to you), then we will not be able to issue you a refund. The shipping costs will not be refunded in this case either.