FAQ’s

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.

If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

When you place an order through our online store you will be charged as soon as the checkout process is completed. You will also receive an email confirmation confirming payment.

Once you have placed an order with us you will receive a confirmation email. If you do not receive a confirmation email or any of the information is incorrect, please email us at [email protected] and we will sort out any issues for you.

Unfortunately, once an order has been placed it is difficult for us to add items to your order. However, if you email us at [email protected] we will do our best to accommodate your request.

If your order has not been dispatched, we may be able to cancel your order. Please email us at [email protected] with ‘Cancellation’ clearly typed in the subject line. If your order has already been dispatched, please follow our returns procedure.

Unfortunately, we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we have received your unwanted items.

We are sorry to hear that you have received an incorrect or faulty item. So that we can get this sorted for you, please email us at [email protected] with the following info:

• Your name
• Your order number
• Product name and code (this can be found on your confirmation email and invoice)
• A photo of the incorrect or faulty item

For UK orders we use flat rate shipping at £3.95, if your order is over £40 shipping is free. We also offer a fully tracked service at £7.95, if your order is over £80, this fully tracked service is free.

For international orders the cost of delivery will be calculated on the weight of your order. Also, as the buyer, you are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be.

Although most orders are dispatched quicker, please allow a processing time of up to 72 hours from the time of placing your order. If we anticipate any unforeseen delays, we will contact you via the email address provided on your order.

Surrender to happiness does not ship on weekends or on national holidays. Orders are dispatched within 72 hours of your order being placed. And approximate shipping times are shown below:

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.

If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

We do our best to get your orders out as fast as we can. However, once your package leaves surrender to happiness headquarters, we have no control over the speed of your package landing on your doorstep. We therefore, ask you to wait an extra 24 hours to your expected delivery time to allow for any courier delays. If after this time your parcel still hasn’t arrived please email us at [email protected] and we will look into this for you.

If you change your mind you are entitled to a full refund within 14 days of purchase. Providing you have not started to download the digital content.

If the downloaded content is found to be faulty please contact us via email at [email protected]. And include the following info in your email:

• Your name
• Your order number
• Product name and code (this can be found on your confirmation email and invoice)
• A photo of the fault item

Once the fault is confirmed you will be entitled to a full refund within the first 30 days from the purchase date. If goods prove faulty up to six months after purchase and they can’t be repaired or replaced, you are also now entitled to receive a full refund in most cases

If you change your mind about a product you are entitled to a full refund within 14 days of purchase. Providing you have not started to download the digital content. If your downloaded content is found to be faulty please take a look at the question ‘What if my downloaded content is faulty?’ for what to do next.

In the event you have changed your mind about a product, please email us at [email protected] within 14 days of receiving the goods. We will then issue you with a returns form. You will then have 14 days to return unused products in their original condition. Please ensure the goods are wrapped securely for transit and enclose the returns form. We will not refund items that are lost in transit so would advise you to obtain proof of postage. Returns are sent at your own expense. Once we receive the product(s) we will then issue you with a refund.

If you received incorrect or faulty goods, please email us at [email protected] within thirty days of delivery. And include the following info in your email:

• Your name
• Your order number
• Product name and code (this can be found on your confirmation email and invoice)
• A photo of the incorrect or faulty item

We will then send you instructions on how to return the product. Once the product has been received by us, we will then issue you with a refund.

Faulty, defective or wrongly delivered goods will be fully refunded, including the original and return postage costs. This is only as long as the fault is not due to misuse, used against the manufacturer’s recommendations or reasonable wear and tear.

Please note: When returning goods from outside of the UK, please clearly mark them as ‘returned goods’ otherwise they may get held up at customs. Which in turn could cause your refund to be delayed.

All returns should be sent to:

Surrender to Happiness Returns

89 Jessie Road, Aldridge, Walsall, West Midlands, WS9 8HR, UK

If you change your mind about a product you are entitled to a full refund within 14 days of purchase. Providing you have not started to download the digital content.

If the downloaded content is found to be faulty please contact us via email at [email protected]. And include the following info in your email:

• Your name
• Your order number
• Product name and code (this can be found on your confirmation email and invoice)
• A photo of the fault item

Once the fault is confirmed you will be entitled to a full refund within the first 30 days from the purchase date. If goods prove faulty up to six months after purchase and they can’t be repaired or replaced, you are also now entitled to receive a full refund in most cases.

Unfortunately, we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we have received your unwanted items.

Once we receive your return, and it has been processed, we will refund your money back to your original method of purchase within 48 hours. Refunds can take several business days to reflect on your account. This varies depending on your financial institution.

There are several reasons that a discount code may not work:

• Check that the letters / numbers have been entered correctly.
• Check whether your code has an expiry date.
• Check that the code is valid for the items in your basket.
• All of our codes are single use, so if you have used the code before it will now be invalid.

If you have checked all of the above and are still having problems then please email us at [email protected] and we will look into this for you.

If you need to change your password, simply login to your account using your current password. Then follow the steps under the account details section. If you still have issues after this then please email us at [email protected].

You can edit your email address from within your ‘My Account’ area here.

Go the account details section and edit your email address in the email text box. Make sure that you double check that it is correct before clicking the pink ‘Save Changes’ button below. This is important as you will use this email to login in future.

If you have any problems, don’t worry, just send us an email to [email protected], and we’ll be happy to help.

To change an address, simply log into your account and click the ‘addresses’ option. From here you can either create a new one or edit an existing one.

To change your payment details, simply log into your account and click the ‘payment details’ option. Then either add, delete or edit your payment options.

Our offices are open 9am to 5pm, Monday to Friday. Orders can be made on our website 24 hours a day, 7 days a week. If you contact us via email, we aim to reply within 24 hours unless it is a weekend or a national holiday. All emails received on these days will be answered on the next working day.