FAQs

  1. Can I add products to my order before it is shipped?
  2. Can I cancel an order that has already been shipped?
  3. Can I change the address of an order that has already been shipped?
  4. How can I cancel the order?
  5. How can I change the delivery address of my order?
  6. How can I place an order?
  7. How can I locate my order?
  8. I cannot track my order.
  9. My order appears as delivered but I have not received it.
  10. Can changes be made?
  11. Defective Product Policy
  12. Can I return part of a 2x1 order?
  13. How can I make a return?
  14. How do I prepare the package for a return?
  15. How much does the return of a product cost?
  16. How will I get my money back?
  17. What is the deadline to make a return?
  18. Can I use two promotional codes at the same time?
  19. Can promotional codes be used on sale products?
  20. How can I contact the Customer Service?
  1. Can I add products to my order before it is shipped?

We regret to inform you that we cannot add products to a confirmed order. In case the order has not been sent yet, if you wish, we can cancel the order placed and refund it so that you can make a new one with the items you want.

  1. Can I cancel an order that has already been shipped?

We regret to inform you that it is not possible to cancel an order that has already been shipped. If you no longer want the order, we recommend that you reject the shipment when it is delivered to your address. Once we receive the return at our facilities, we will proceed to refund the order.

  1. Can I change the address of an order that has already been shipped?

We regret to inform you that we cannot modify the delivery details of an order that has already been shipped. If the transport agency fails to deliver to the address indicated, your order will be returned to our facilities. Once received in our warehouse, we can proceed to make a new shipment at no cost to you to the correct address if you indicated it to us.

  1. How can I cancel the order?

You can cancel your order within 24 hours of purchase or before it has been shipped. To request a cancellation, please use our Contact Us form or email us at sunrie_store_help@outlook.com. Be sure to include your order number and any relevant details in your message.

  1. How can I change the delivery address of my order?

If your order has not yet been shipped, you can modify it by contacting us within 24 hours of your purchase. To request a change in the delivery address, please use our Contact Us form or email us at sunrie_store_help@outlook.com. Be sure to include your order number and any relevant details in your message.

  1. How can I place an order?

It is very easy to place an order with us. Here we explain it step by step:

  • Browse our website and locate the item you were looking for.
  • Choose the color and size (if necessary) and click "Add to Cart".
  • When you have found everything you want, proceed to payment by clicking on the "Cart" at the top right corner of the screen.
  • In "My Cart," you can make any changes to the items.
  • Enter any promotional codes in the "Promotional Code" section.
  • Click "Buy" to proceed to the checkout screen where you'll enter your information:
    • Your data
    • Shipping address
    • Shipping costs
    • Payment method
    • Order summary
  • Review the order summary and click "Pay" to complete your order.
  1. How can I locate my order?

You can check the status of your order by clicking the link in the Shipping Confirmation email.

  1. I cannot track my order.

You can only track the shipment when the order has left our facilities. If you have received the shipping confirmation message and cannot track your order, please contact us through the Contact Us form or email us at sunrie_store_help@outlook.com.

  1. My order appears as delivered but I have not received it.

Check if your family, neighbor, or co-worker has accepted the shipment on your behalf. If this is not the case, please contact us through the Contact Us form or email us at sunrie_store_help@outlook.com.

  1. Can changes be made?

We do not make product exchanges; you must process it as a return and place a new order. Send the shipment with the carrier of your choice to the address provided in our Returns Email. Return costs will not be charged to Sun-Rie.

To return a product, use the carrier of your choice at your own expense. Ensure that the products are in perfect condition, show no signs of use, and are returned in their original packaging. Important: Orders with 2x1 or 3x2 promotions must be returned in full to receive a refund.

For more info, refer to our Exchanges and Returns page.

  1. Defective Product Policy

If you receive a product with a defect, you have 14 days to report the issue. Contact us through our Contact Form or email us at sunrie_store_help@outlook.com to have your case assessed. If the defect is confirmed, we will guide you through the return process. If the requirements are not met, the return will be rejected and the package will be available to be shipped back to you once the shipping fee is paid.

  1. Can I return part of a 2x1 order?

Orders that benefited from a 2x1 promotion or a gift item must be returned in full to receive a refund.

  1. How can I make a return?

You have 14 calendar days from receipt of your order to proceed with your return. Use the carrier of your choice at your own expense. All returns must be sent to our warehouse in Ireland. Detailed instructions and the return address will be provided in the return email once you request a return. Keep a proof of shipment.

  1. How do I prepare the package for a return?

Use an envelope, bag, or paper wrap to protect the box containing the items to be returned. Do not place the return label directly on the boxes, as it would make them unusable and could lead to rejection of the return.

  1. How much does the return of a product cost?

Return costs are at your own expense using the carrier of your choice.

  1. How will I get my money back?

Once the item is received and the return is approved, you will receive a confirmation email. The refund will be made using the same payment method used and will reflect in your account within 7-15 business days, depending on your bank.

  1. What is the deadline to make a return?

Items purchased from Sun-Rie through our website may be returned within 14 calendar days from the date of receipt.

  1. Can I use two promotional codes at the same time?

You cannot apply more than one promotional code to the same purchase, as discounts are not cumulative.

  1. Can promotional codes be used on sale products?

Some promotional codes are not applicable to sale products. Check the conditions of the promotion to see where the promotional code is applicable.

  1. How can I contact Customer Service?

If you need to contact us, you can write to us through our Contact Form, email us at sunrie_store_help@outlook.com, or reach out through Social Media. Our customer support schedule is Monday to Friday from 9:00 to 18:00 CET. We will reply as soon as possible, usually within 24-48 hours. Include as much information as possible in your email or form submission.