1. What is your returns and replacement policy?
Because our products are custom printed and unique to each Product, we only offer replacements on items that are materially flawed. If your order is defective, please file a claim with a photograph of the defective item sends to email at [email protected]
2. Not in love with your new purchase?
Please contact our customer service team, we’d be more than happy to help you sort your issue out and find the best solution for you!
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. We do not accept exchange for Size and Color. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Style and Size Guide link to find your best fit!
3. Order Modifications or Cancellatio?
After ordering, you have 12 hours to contact our customer service to request order modifications or a cancellation. After 12 hours, your order will be already placed in production and can no longer be modified.
Please note: If you choose a fast delivery method (express, 2nd day air, overnight), we will prioritize your order processing time, so you can only cancel your order within 2 hours.
4. Damaged/Incorrect Order?
At Sunnie Shop, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual!
But, if it is the case? All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at [email protected] and one of our helpful support staff will organise a reprint as soon as possible.
5. Order not received?
If your item has not arrived within 20 business days after having ordered, please Contact Us us for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
In case your shipment’s stopped or lost by the carrier, we are sure to check with them and resend your item at no fee.
In case you provided an incorrect shipping address. The package will be returned to our unclaimed warehouse. We will keep your package for up to 30 days before we destroy or donate to charities. If you would like our Returns Department to reship the package, please provide us with a valid or alternative address for reshipment. You will have to pay the reshipment cost depending on the weight of the package.
Please Contact Us before returning an item and always include your order number in the package with the returned item.
In most cases, we will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
Please make sure that:
+ The product was purchased in the last 30 days
+ The product is unwashed, unworn and unused
+ The product itself or the printing is defective OR the final product have the design is different than the one you ordered
If your claim is approved. You do not need return the items to us. Our staff will contact you to receive the items within 7 business days. Then you have a few compensation options to choose from:
- Replacement Order: We replace your original order and send you new confirmation and shipping information.
- Voucher: We email you a credit code with the same value as your original order, which you can put to a new purchase.
- Full Refund: We return the amount to your original payment method (Paypal, Credit Card) immediately afterwards. Please allow 3-5 business days after your return is received for a refund to appear.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited