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Need Help?
We've answered some of the most frequently asked questions to help make your shopping experience simple and hassle-free. Browse the topics below, or contact our support team if you need further assistance.
📦 Orders
Q: “How do I place an order??”
Browse our collections, select your preferred size and quantity, then add the product to your cart. Proceed to checkout, enter your shipping details, choose your preferred payment method, and confirm your order.
Q: “Can I modify or cancel my order?”
Orders can only be modified or cancelled before they are processed for shipment. Please contact our support team as soon as possible after placing your order. Once an order has been dispatched, modifications or cancellations may not be possible.
Q: “How will I know my order is confirmed?”
Once your order is placed successfully, you will receive an order confirmation via email and/or SMS with your order details.
🚚 Shipping
Q: “Where do you ship?”
We currently ship across India. International shipping may be introduced in the future.
Q: “How long does delivery take?”
Delivery timelines vary depending on your location. Most orders are delivered within 3–7 business days after dispatch. Remote locations may require additional time.
Q: “How can I track my order?”
Once your order has been shipped, you'll receive a tracking link via email or SMS so you can monitor your shipment in real time.
Q: “Do you offer free shipping?”
Free shipping may be available during promotional campaigns or on qualifying orders. Any applicable offers will be displayed at checkout.
🔄 Returns & Exchanges
Q: “What is your return policy?”
Returns are accepted only for eligible products that meet the conditions outlined in our Return & Refund Policy. Items must be unused, unwashed, and returned with original tags and packaging.
Q: “Can I exchange a product?”
Yes. Eligible products can be exchanged for a different size or another available product, subject to our Exchange Policy and stock availability.
Q: “When will I receive my refund?”
Once the returned product has been received and successfully inspected, eligible refunds will be processed to the original payment method within the timeframe specified in our Return & Refund Policy.
Q: “How do I choose the correct size?”
Please refer to the Size Guide available on each product page before placing your order.
Q: “Will the product look exactly like the images?”
We make every effort to display products accurately. However, slight variations in colour may occur due to lighting conditions and individual screen settings.
Q: “How do I care for my garments?”
Each product includes Care Instructions on its product page. Please follow these recommendations to maintain the quality and longevity of your purchase.
💳 Payments
Q: “Which payment methods do you accept?”
We accept secure online payments through UPI, credit cards, debit cards, net banking, and other payment methods supported during checkout.
Q: “Is my payment secure?”
Yes. All online payments are processed through secure, encrypted payment gateways to ensure your information remains protected.
Q: “How do I care for my garments?”
Each product includes Care Instructions on its product page. Please follow these recommendations to maintain the quality and longevity of your purchase.
Q: “How can I contact Surplus Store?”
You can reach our customer support team via WhatsApp, email, or the Contact Us page. We're always happy to assist you.
Q: “What are your customer support hours?”
Monday – Saturday: 10:00 AM – 7:00 PM (IST)
Sunday: Closed
Q: “I couldn't find the answer I was looking for?”
If you have additional questions, please visit our Contact Us page or reach out to us through WhatsApp or email. Our support team will be happy to help.