How long will my order take?
Orders are processed in 1–3 business days. After that, delivery takes 5–14 business days in the US and 10–20 business days in Denmark and the rest of the EU. Full details are in our Shipping Policy.
How much is shipping?
Shipping is free on every order, to every destination we serve.
Will I pay customs or import charges?
Not in the United States — those orders ship domestically. For Denmark and the EU, yes: our products are imported from the US, so import VAT and a flat €3 customs duty per item apply. Your carrier collects these before delivery and may add a handling fee. These charges are set by your customs authority, not by us.
Why did my order arrive in separate parcels?
Our products ship from different warehouses, so a multi-item order often arrives as separate parcels, sometimes days apart. You're never charged more than once for shipping.
My tracking hasn't updated in days — is my parcel lost?
Almost certainly not. International parcels often show no movement for a week or more while in transit between countries. If nothing has changed after 10 business days, email us and we'll chase the carrier.
Can I return a product?
Unopened, sealed products can be returned. Once a seal is broken we can't accept a return, for hygiene reasons — this is standard for skincare and permitted under EU law. See our Refund Policy for how to start a return.
Can I change my address after ordering?
Only before the order is dispatched. Email us as soon as you spot a mistake and we'll do what we can.
How do I use the back spray?
Shake well, hold roughly 15 cm from the skin, and mist evenly over clean, dry skin. Use once or twice daily. Let it absorb before dressing.
Is it suitable for sensitive skin?
The formulas are designed to be gentle, but salicylic acid can be drying at first. Start with once a day and build up. If you have a known skin condition or are pregnant, check with your doctor or pharmacist before using an acid-based product.
Still need help?
Email us at surelasupport@gmail.com and we'll reply within 1–2 business days.