Frequently Asked Questions
How do I place an order?
Shopping at Surarquía's online store is easy: select the product you want, choose the color or finish, and click the "Buy Now" button. Then, select "Pay Order" to be redirected to our secure checkout area, where you can enter the shipping address and, if necessary, a different billing address. Finally, choose your preferred payment method to complete the transaction.
Can I make a purchase without creating an account?
Yes, you do not have to register to place an order. You can complete your purchase as a guest, although we recommend creating an account to facilitate future purchases and to keep track of your orders.
What payment methods do you accept?
At SURARQUÍA, we accept:
- Debit/Credit Cards: Visa, Mastercard, American Express, Maestro, and UnionPay.
- Alternative Payment Methods: Shop Pay, PayPal, Klarna, Apple Pay, Google Pay, iDeal, and Bancontact.
When will payment be charged to my card?
The amount is charged immediately after confirming your order. Our system automatically verifies the validity of your card and the availability of funds at the time of purchase.
Is it safe to pay on surarquia.com?
Absolutely. Surarquía uses secure payment systems and performs verifications with financial institutions to protect each transaction. In addition, we implement fraud prevention measures and, in some cases, we may request additional information to ensure security.
How do I request an invoice?
To obtain your invoice, please contact our customer service team and provide them with your order details.
Can I change my shipping address after placing an order?
Yes, it is possible to change the shipping address if the order has not yet been shipped. If you need to make this change, please contact our customer service team as soon as possible. Once the order has left our workshop, we will not be able to make changes to the address.
Is it possible to cancel an order after payment has been made?
You can cancel your order as long as it has not been shipped. If it has already been shipped, you can process it as a return once you receive it. Please contact our customer service team to request a cancellation.
Can I use multiple coupons or discounts on a single purchase?
Unfortunately, multiple discount codes cannot be combined in a single purchase. Only one applies per transaction.
How do I know if my order was processed correctly?
You will receive a confirmation email once your order has been processed successfully. If you do not receive it, please check your spam folder or contact us.
Is it possible to add a personalized message to my order?
Yes, you can add a gift note or personalized message during checkout in the “Cart” section under the “Special Order Instructions” field.
How can I track my order?
Once your order has shipped, you will receive an email with a tracking number. You can use this number to track your package through the carrier's website. Please note that this information may take a few hours to update.
What are the shipping costs?
We offer free shipping for orders over 150 EUR. For purchases under this amount, you can check the specific costs in our shipping policies.
Will I have to pay taxes or duties on my international order?
For international shipments, taxes and duties may be applied by the customs of the destination country. These charges are the customer's responsibility and may vary depending on local regulations. We recommend that you review your country's import policies to anticipate possible additional charges. If you have any questions, do not hesitate to contact our customer service.
Do I need to sign for my order?
In some countries, the carrier may require a signature upon delivery.
How will my order be packaged?
We make sure that every order is presented with the utmost care: we use cotton bags or tissue paper to protect the items, place them in our exclusive designer boxes and seal them with a special ribbon.
Do you offer gift wrapping?
Yes, all of our orders are presented as a gift. You also have the option to include a personalized note at checkout. We do not include invoices or pricing information in the packages, so they are ideal for gift giving.
How long does shipping take?
Delivery time varies depending on your location. Orders are generally delivered within 3-7 business days.
The estimated delivery date we provide during the purchasing process is approximate and may vary due to external factors such as weather conditions or carrier delays.
How can I request a refund?
To manage a return, please go to “Account ” and you will be able to manage it from there. We will send you a return label along with detailed instructions.
Once we receive your return at our establishment and verify its condition, we will proceed to issue the refund.
What is the return policy?
We accept returns of unused products that are in their original packaging. Please make sure to pack the product inside its box and place it in an outer wrapper with the return label attached. For more information, you can consult our returns policies.
How long does it take to process a refund?
The refund will be made once we have received the product and confirmed that it meets our conditions. The time for the amount to be reflected in your account depends on the bank issuing your card and takes around 15 days.
How long do I have to return my online order?
You have a maximum of 15 days from the date of receipt of your purchase to return the item. Please return the item in perfect condition, in its original packaging and with all its accessories.
Are there any restrictions on returns?
Items purchased at a discount or on sale are not eligible for returns.
What are the benefits of creating an account?
Creating an account with our store allows you to manage your orders more quickly and efficiently, make purchases more easily, access your order history and track your order.
In addition, you can save shipping addresses for future purchases and enjoy a personalized shopping experience.
What can I manage and see in my account?
In your account you can manage and update your shipping and billing addresses, check your order history, verify the current status of your orders, access your wishlist and request returns. You will have all the information organized and accessible for a more comfortable shopping experience.
How can I recover my password?
If you have forgotten your password, simply click "Forgot your password?" on the login page. Enter your email address and you will receive a link to reset it. Follow the instructions in the email to create a new password and log in to your account.
What are the options for creating an account?
You can create an account in our store in two ways:
- Registering with your email : You only need to enter your email address, create a secure password and fill in some basic information.
- Signing in using a social media account or alternative methods : If you prefer, you can sign in using your Google, Facebook, or Apple account.
What is “El Club del Sur”?
"El Club del Sur" is our exclusive newsletter where we share the latest news, promotions, product launches and updates about Surarquía. By joining, you will receive special content and unique offers, as well as being part of our community. It's our way of keeping you informed and offering you exclusive benefits.
How can I subscribe to "El Club del Sur"?
You can join "El Club del Sur" in two ways:
Welcome popup : When you enter our website, a popup window will appear where you can enter your email and phone number to subscribe.- Form in the footer : You can also subscribe at the bottom of our website, where you will find a form to enter your email and phone number.
This way you will receive all our news and exclusive offers directly in your inbox.
How can I keep my product in good condition?
To keep your SURARQUÍA product in excellent condition, we recommend avoiding prolonged exposure to sunlight and heat sources. Always store your item in its original packaging to protect it from dust and moisture. Avoid direct contact with water, oils, perfumes or cosmetic products, as these can damage the materials. If your item gets wet, do not rub the surface; instead, remove excess moisture with a soft cloth and allow it to dry at room temperature, without exposing it to direct heat sources.
Can I apply cleaning products or conditioners to my leather bag?
It is advisable not to apply cleaning products or conditioners without first testing them on a small, inconspicuous area of the bag. If you decide to use leather-specific products, make sure they are suitable for the type of material your bag is made of.
How can I prevent my bag from losing its shape?
To maintain the original shape of your bag, avoid overloading it with heavy or rigid objects. When not in use, store the bag in its box or in a suitable place, stuffing the inside with paper or soft fabric to help maintain its structure.
Can I leave my bag in a plastic bag?
It is not advisable to store your products in plastic bags, as they do not allow the material to breathe and can affect the texture over time. It is better to use cloth bags or the original packaging to keep the piece in its best condition.
What should I do if my bag has visible scratches or marks?
If your bag has visible scratches or marks, try smoothing them out with a soft, clean cloth. For suede bags, a suitable brush can help smooth out the marks. If the imperfections are severe, we recommend contacting our customer service department for advice on professional repair or care.
Do the products have a guarantee?
Yes, our leather bags have a 60-day warranty from the date of purchase, while jewelry has a 15-day warranty.
This warranty covers manufacturing defects. It does not cover damage due to misuse, natural wear and tear, or accidents. If you have any problems with your product within this period, please do not hesitate to contact us and we will help you resolve it.
If an item has a manufacturing defect, SURARQUÍA undertakes to repair it, replace it or, failing that, offer a reduction in price.
How do I place an order?
Shopping at Surarquía's online store is easy: select the product you want, choose the color or finish, and click the "Buy Now" button. Then, select "Pay Order" to be redirected to our secure checkout area, where you can enter the shipping address and, if necessary, a different billing address. Finally, choose your preferred payment method to complete the transaction.
Can I make a purchase without creating an account?
Yes, you do not have to register to place an order. You can complete your purchase as a guest, although we recommend creating an account to facilitate future purchases and to keep track of your orders.
What payment methods do you accept?
At SURARQUÍA, we accept:
- Debit/Credit Cards: Visa, Mastercard, American Express, Maestro, and UnionPay.
- Alternative Payment Methods: Shop Pay, PayPal, Klarna, Apple Pay, Google Pay, iDeal, and Bancontact.
When will payment be charged to my card?
The amount is charged immediately after confirming your order. Our system automatically verifies the validity of your card and the availability of funds at the time of purchase.
Is it safe to pay on surarquia.com?
Absolutely. Surarquía uses secure payment systems and performs verifications with financial institutions to protect each transaction. In addition, we implement fraud prevention measures and, in some cases, we may request additional information to ensure security.
How do I request an invoice?
To obtain your invoice, please contact our customer service team and provide them with your order details.
Can I change my shipping address after placing an order?
Yes, it is possible to change the shipping address if the order has not yet been shipped. If you need to make this change, please contact our customer service team as soon as possible. Once the order has left our workshop, we will not be able to make changes to the address.
Is it possible to cancel an order after payment has been made?
You can cancel your order as long as it has not been shipped. If it has already been shipped, you can process it as a return once you receive it. Please contact our customer service team to request a cancellation.
Can I use multiple coupons or discounts on a single purchase?
Unfortunately, multiple discount codes cannot be combined in a single purchase. Only one applies per transaction.
How do I know if my order was processed correctly?
You will receive a confirmation email once your order has been processed successfully. If you do not receive it, please check your spam folder or contact us.
Is it possible to add a personalized message to my order?
Yes, you can add a gift note or personalized message during checkout in the “Cart” section under the “Special Order Instructions” field.
How can I track my order?
Once your order has shipped, you will receive an email with a tracking number. You can use this number to track your package through the carrier's website. Please note that this information may take a few hours to update.
What are the shipping costs?
We offer free shipping for orders over 150 EUR. For purchases under this amount, you can check the specific costs in our shipping policies.
Will I have to pay taxes or duties on my international order?
For international shipments, taxes and duties may be applied by the customs of the destination country. These charges are the customer's responsibility and may vary depending on local regulations. We recommend that you review your country's import policies to anticipate possible additional charges. If you have any questions, do not hesitate to contact our customer service.
Do I need to sign for my order?
In some countries, the carrier may require a signature upon delivery.
How will my order be packaged?
We make sure that every order is presented with the utmost care: we use cotton bags or tissue paper to protect the items, place them in our exclusive designer boxes and seal them with a special ribbon.
Do you offer gift wrapping?
Yes, all of our orders are presented as a gift. You also have the option to include a personalized note at checkout. We do not include invoices or pricing information in the packages, so they are ideal for gift giving.
How long does shipping take?
Delivery time varies depending on your location. Orders are generally delivered within 3-7 business days.
The estimated delivery date we provide during the purchasing process is approximate and may vary due to external factors such as weather conditions or carrier delays.
How can I request a refund?
To manage a return, please go to “Account ” and you will be able to manage it from there. We will send you a return label along with detailed instructions.
Once we receive your return at our establishment and verify its condition, we will proceed to issue the refund.
What is the return policy?
We accept returns of unused products that are in their original packaging. Please make sure to pack the product inside its box and place it in an outer wrapper with the return label attached. For more information, you can consult our returns policies.
How long does it take to process a refund?
The refund will be made once we have received the product and confirmed that it meets our conditions. The time for the amount to be reflected in your account depends on the bank issuing your card and takes around 15 days.
How long do I have to return my online order?
You have a maximum of 15 days from the date of receipt of your purchase to return the item. Please return the item in perfect condition, in its original packaging and with all its accessories.
Are there any restrictions on returns?
Items purchased at a discount or on sale are not eligible for returns.
What are the benefits of creating an account?
Creating an account with our store allows you to manage your orders more quickly and efficiently, make purchases more easily, access your order history and track your order.
In addition, you can save shipping addresses for future purchases and enjoy a personalized shopping experience.
What can I manage and see in my account?
In your account you can manage and update your shipping and billing addresses, check your order history, verify the current status of your orders, access your wishlist and request returns. You will have all the information organized and accessible for a more comfortable shopping experience.
How can I recover my password?
If you have forgotten your password, simply click "Forgot your password?" on the login page. Enter your email address and you will receive a link to reset it. Follow the instructions in the email to create a new password and log in to your account.
What are the options for creating an account?
You can create an account in our store in two ways:
- Registering with your email : You only need to enter your email address, create a secure password and fill in some basic information.
- Signing in using a social media account or alternative methods : If you prefer, you can sign in using your Google, Facebook, or Apple account.
What is “El Club del Sur”?
"El Club del Sur" is our exclusive newsletter where we share the latest news, promotions, product launches and updates about Surarquía. By joining, you will receive special content and unique offers, as well as being part of our community. It's our way of keeping you informed and offering you exclusive benefits.
How can I subscribe to "El Club del Sur"?
You can join "El Club del Sur" in two ways:
Welcome popup : When you enter our website, a popup window will appear where you can enter your email and phone number to subscribe.- Form in the footer : You can also subscribe at the bottom of our website, where you will find a form to enter your email and phone number.
This way you will receive all our news and exclusive offers directly in your inbox.
How can I keep my product in good condition?
To keep your SURARQUÍA product in excellent condition, we recommend avoiding prolonged exposure to sunlight and heat sources. Always store your item in its original packaging to protect it from dust and moisture. Avoid direct contact with water, oils, perfumes or cosmetic products, as these can damage the materials. If your item gets wet, do not rub the surface; instead, remove excess moisture with a soft cloth and allow it to dry at room temperature, without exposing it to direct heat sources.
Can I apply cleaning products or conditioners to my leather bag?
It is advisable not to apply cleaning products or conditioners without first testing them on a small, inconspicuous area of the bag. If you decide to use leather-specific products, make sure they are suitable for the type of material your bag is made of.
How can I prevent my bag from losing its shape?
To maintain the original shape of your bag, avoid overloading it with heavy or rigid objects. When not in use, store the bag in its box or in a suitable place, stuffing the inside with paper or soft fabric to help maintain its structure.
Can I leave my bag in a plastic bag?
It is not advisable to store your products in plastic bags, as they do not allow the material to breathe and can affect the texture over time. It is better to use cloth bags or the original packaging to keep the piece in its best condition.
What should I do if my bag has visible scratches or marks?
If your bag has visible scratches or marks, try smoothing them out with a soft, clean cloth. For suede bags, a suitable brush can help smooth out the marks. If the imperfections are severe, we recommend contacting our customer service department for advice on professional repair or care.
Do the products have a guarantee?
Yes, our leather bags have a 60-day warranty from the date of purchase, while jewelry has a 15-day warranty.
This warranty covers manufacturing defects. It does not cover damage due to misuse, natural wear and tear, or accidents. If you have any problems with your product within this period, please do not hesitate to contact us and we will help you resolve it.
If an item has a manufacturing defect, SURARQUÍA undertakes to repair it, replace it or, failing that, offer a reduction in price.