Last Updated: September 19, 2026

At Surprisingly, we are creating something different from a traditional online shopping experience. You are not simply purchasing an individual product — you are asking us to curate, prepare and deliver a surprise gifting experience.

Because each surprise may involve personalised curation, procurement, preparation, packaging and delivery, our cancellation and return process is different from a conventional product store.

1. Cancellation Before Preparation

If you request cancellation before we begin the curation, procurement or preparation process, we will review the request. Where cancellation is reasonably possible, we will process the applicable refund or other resolution. Please contact us as soon as possible after placing your order.

2. Cancellation After Preparation Begins

Once our team has started curating, procuring, preparing or packaging your surprise, cancellation may no longer be possible because costs and resources may already have been committed.

In such circumstances, we may, depending on the situation, provide an alternative resolution such as account credit or a coupon.

3. Recipient Is Unavailable

Sometimes the biggest surprise simply needs the right moment. If the recipient is unavailable when our delivery partner attempts delivery, we will make reasonable efforts to coordinate another delivery attempt where possible.

If delivery ultimately cannot be completed because the recipient remains unavailable or cannot reasonably receive the surprise, we may issue account credit or a coupon equivalent to the eligible value of the order, subject to the circumstances.

4. Incorrect Address or Customer Information

The customer is responsible for providing accurate delivery information. If an order cannot be delivered because of an incorrect or incomplete address, PIN code, phone number, or recipient information, additional delivery arrangements may be required.

Where the surprise has already been prepared, cancellation or refund may not be available solely because incorrect information was provided by the customer.

5. Damaged or Incorrectly Delivered Surprise

We want every surprise to arrive in the condition in which we intended it to be experienced. If your surprise arrives significantly damaged, materially different from what was agreed, or another issue occurs that is attributable to our fulfilment, please contact us as soon as reasonably possible after delivery.

Please provide your order number, a description of the issue, and photographs/videos where relevant. We will review the matter and determine an appropriate resolution, which may include replacement, re-delivery, account credit, coupon, or refund where applicable.

6. Change of Mind

Because Surprisingly is a curated and personalised gifting experience, a simple change of mind after preparation has started may not qualify for cancellation, return or refund. However, nothing in this policy is intended to remove any rights that a consumer may have under applicable law.

7. No Traditional Product Returns

Surprisingly does not operate as a conventional product marketplace where customers select individual products and return them simply because they no longer want them. Our service consists of: Curation + Preparation + Presentation + Delivery + Surprise Experience.

Therefore, returns are considered based on the nature and circumstances of the particular order.

8. Refund Processing

Where a refund is approved, it will generally be processed through the applicable payment method/payment provider. The time taken for the amount to appear in the customer's account may depend on the payment provider or financial institution.

9. Account Credit / Coupon

Where we issue account credit or a coupon: the value will be communicated to the customer, it may be used toward a future Surprisingly experience, any expiry date or applicable restrictions will be communicated when issued, and it generally cannot be exchanged for cash unless required by applicable law.

10. How to Request Cancellation or Report an Issue

Please provide: Order Number, Customer Name, Registered Mobile/Email, Reason for Request, and Supporting Photos/Videos if applicable. Our team will review the request and respond as soon as reasonably possible.

Cancellation, Refund & Return Policy