FAQs

Frequently asked questions

 

Delivery

When will I get my order?

Usually, it takes 3–7 days to fulfil an order, after which it is shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 3–4 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days

 

[Covid-19] When will I get my order?

Our fulfilment times for all products may be longer than usual and may continue to increase until things get back to normal. We are seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

 

Where will my order ship from?

We work with an on-demand order fulfilment company with facilities worldwide!

 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still do not have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Stop by your neighbours in case the courier left the package with them

If the shipping address was correct, and the package was not left at the post office or at your neighbour’s get in touch with us at hello@sundaise.co with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but

shipping will be at your own cost.

 

How are your products made?

We work with a print-on-demand supplier. They have locations worldwide, so depending on

where you are, your orders are printed and shipped from the facility that can do it most efficiently!

 

How do I track my order?

You will receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us an email at hello@sundaise.co

 

I received a wrong/damaged product, what should I do?

We are so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at hello@sundaise.co immediately with photos of the damaged product, your order number, and any other details you may have about your order.

We will get back to you with a resolution as soon as possible!

 

What is your return policy?

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To review our returns policy in full please click here ***link to returns policy ***

 

Do you offer refunds?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. To review our returns policy in full please click here ***link to returns policy ***

 

Can I exchange an item for a different size/colour?

Currently, we do not offer exchanges. If you are unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it is possible that an item you ordered was mislabelled. If that is the case, please let us know at hello@sundaise.co within 14 days of receiving your order. Include your order number and photos of the mislabelled item, and we will send you a new one, or issue a refund!