FAQs
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
What payment methods do you accept?
We accept the following payment methods:
Paypal,Visa,Mastercard,Maestro,JCB,American Express,Diners Club,Discover,UnionPay,Klarna,Clearpay,Apple Pay,Google Pay
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I cancel my order?
Our cancellation policy allows customers to cancel orders within 24 hours of placing them, with no additional fees. If your order has not been shipped yet, please contact us at customer@sunnook.co.uk to discuss canceling your order.
When will my order be processed?
All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
Will I be charged with customs and taxes?
Customs & Import Duties (VAT):
The product prices and shipping costs displayed at checkout do not include any additional Import duties, taxes, or fees that your country or region may require.
These additional charges are not included and are the responsibility of the recipient, which means you may be liable to pay for duties and taxes once you receive your order, which are determined by your local customs office.
We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 30 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. For these situations, we provide an option for returns or exchanges within 30 days of receiving the item. Please send us an email briefly describing the issue, along with your order number and name. If applicable, please attach photos of the product to help us better understand the situation. For specific return and exchange procedures, please refer to our return and exchange policy.