Frequently Asked Questions
Why did you call or email me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or email you to verify your information.
The item I want is out of stock, what do I do now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. If you would like to receive a notification if your size becomes available again, simply add your email address and required size to your wish list and we’ll send out an email if it does come back online.
How do I use a discount code?
Please type your discount code into the coupon code box on the first page of the cart. Then press the ENTER button. Please check your discount code has been applied before pressing the next step button. If your code is not correctly applied at this stage, we cannot apply the discount later or credit you and you will be charged the full price for your order.
I am having trouble accessing or buying from your website
Check your internet connection to see if there are any possible issues. Once you’ve established that you’re connected to the internet; however, if you are still having trouble buying from our website, try deleting the cookies on your PC. All you need to do is go to the ‘Tools’ tab on your internet browser, select ‘Internet Options’, then choose ‘Delete Cookies’ and hit OK.
If you have tried everything and are still having issues, you can contact our Customer Support team who will try their best to help you
I have not received an order confirmation email
If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add ‘email@example.com‘ to your email address book or safe list. Then emails from us should come through just fine.
If you are still unable to work out why you are not receiving a confirmation email then please email our Customer Service Team and we will look into this for you.
I’ve sent an email to customer support and I haven’t has a reply
If you send an email to any of our departments with a query we will endeavour to reply to you within 24hrs if you have contacted us during business hours between 8:30 am – 5:00 pm Monday to Friday. If you contact us after hours, on Australian public holidays or on the weekend we will endeavour to reply to you within 48hrs or once business hours have resumed
How much does shipping cost?
Standard Shipping (within Australia)
- For 1 item ordered A$12.80
- For 2 items ordered A$9.00
- For three or more items – Free postage.
Express post (within Australia)
- Additional $5.00 to the standard shipping pricing.
Destinations outside Australia:
Shipping prices vary depending on destination. International shipping rates will be calculated at checkout.
How long will it take for my order to arrive?
***Please note; SÜK are currently in the process of moving our stock to a brand new warehouse! For this reason, there will be a small delay in getting orders received after 8th December 2019 to our customers. We plan to have our stock ready to go by Monday 16th of December 2019 and will be working hard to make sure you receive your items before Christmas. SÜK apologises in advance for any delays this may cause although, please feel free to get in touch with our customer service representatives if you’d like a bit more information.***
Standard Shipping: Within 7 business days
Express post: Within 2 business days
International shipping: shipping times vary depending on location.
Please note that sometimes due to unforeseen circumstances, customs (for international) or other postal issues outside of our control, your package might take a bit longer than the above guidelines. You will receive a tracking number from us for your purchase where you can check the status of your package on the relevant postal website.
How do I change or cancel an order?
We are unable to change items within an order once it has been shipped (including size/ style/ colour). Prior to an order being marked as ‘shipped,’ we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 3-5 business days for the refund value to reflect back into your account.
How can I track my order?
Once your order is shipped, you will receive an email containing a tracking ID number and link. This will become active after 6 pm on the day you place your order. Be sure to check your junk/ spam folder in case it lands there.
I have received an incorrect or faulty garment, what do I do?
SÜK will happily refund the full cost of any garment deemed to be faulty or if an incorrect order has been sent to you. A full refund will be processed when the original item has been returned with tags still on and in the original condition, it arrived. Please notify us of the items you wish to return and we will send you a paid postage label to attach to the satchel and return to us. Please allow up to 14 business days (if in Australia) for us to receive your garment, inspect it and for the payment to be processed. For processing international returns, the leadtime will vary depending on shipping times. We endeavour to get your items refunded within 5 business days of receiving your item(s).
- To notify us of a faulty/incorrect order please send an email to firstname.lastname@example.org with photos as evidence if possible.
- You will receive an email directing you to print a shipping label for your return item. International returns do not receive a link to download the return label. You will be given instructions around your return procedure by the customer service representative.
- Please send your return item within 5 days.
- Once we have received the original item a full refund will be provided to you. Please allow 3-5 business days to clear the funds back into your account.
I have ordered the wrong size/colour and would like a replacement, what do I do?
We understand that sometimes an item doesn’t fit correctly or isn’t quite what you’d hoped for. In this instance, we are more than happy to accept your item back and exchange it for a different size or issue a store credit. We will accept exchanges up to 20 days from the date you receive it. Please make sure that you have carefully reviewed your order prior to finalizing your purchase. Returns will only be accepted when items are received in their original condition and with their original packaging including tags.
If you would like to exchange your item or receive a store credit, please try to let us know within 7 days of receiving your parcel.
- Please send an email to us at email@example.com advising that you wish to return the product. Please also include your reasons for wanting to return the item(s).
- You will receive an email directing you to print a shipping label for your return item.
- Please send your return item within 5 days.
- Once we have received and inspected the original item an exchange will be prepared or a gift voucher will be provided to you.
- Please allow 5 working days from when goods have been returned to our warehouse to process your exchange or gift voucher.
As we are a new independent startup it is necessary to charge for replacement shipping fees. Fees are as follows:
- Within Australia: $10
- Rest of world: Dependent on location, ask us for a quote.
The only costs to you of making a claim under the returns policy are those expenses associated with returning the goods where you are required to pay for this. The benefits to you outlined above are in addition to any other rights and remedies you may have under the Australian Consumer Law (ACL).
Christmas Returns Policy
SÜK will extend our exchange policy over the Christmas period to ensure your gift receiver has time to return the items should they not be the ideal colour or size. Purchases made after 1st December 2019 up until the 28th of December 2019 will qualify for the Christmas Return Policy. SÜK will accept returns or exchanges for garments bought within this period up until the 18th of January 2020. Outside of these purchase dates, SÜK will allow 20 days to return or exchange items as per our original policy.
When will I receive my replacement?
Exchange items will be sent via standard Australia Post within 2 working days of receiving the garment(s) back. Be sure to check the sizing chart to ensure you receive the correct fit. Please see: ‘How long will it take for my order to arrive?’ for shipping times.
When will I receive my refund?
We will process your refund as soon as we have received and evaluated the returned product (this can take up to 14 business days from when you send your item back to us, potentially longer for international customers depending on location). For refunds back to your original payment method, please note that your financial institution may need 3-5 business days to clear the funds back into your account.
Keep an eye out for email notifications – we’ll keep you updated along the way.