Frequently Asked Questions
COVID-19 Notice - Updated 25 November 2020
SÜK HQ and Flagship Store
SÜK shop is open for our customers to visit! We are still practising safe distancing and have limited numbers available in store. To make a booking, please head to the Store Appointments tab at the top of the page. Please ensure, if bringing a friend, both customers have their own bookings.
As we are currently awaiting our next replenishment (due December 2020) we have very limited styles available in the store front. All items for sale at the shop will be discounted at 50% for a limited time only. These items are not eligible for refund or exchange.
The impact on our international and domestic logistics may cause some delivery delays. We are working with our logistics partners to get orders to our customers as quickly as possible whilst also ensuring our partners safety and health are prioritised. Please allow a few extra days for deliveries during this period.
Thank you for supporting us during this time <3
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.
Our next replenishment is due in around late December 2020. Please make allowances for COVID related delays at this time.
I purchased an item on backorder, now what?
We are currently offering limited styles available for pre-order. Once our stock arrives in late December (current ETA 22/12 subject to change) we will ship your items out. Please keep in mind that changes cannot be made to pre-orders once your order is placed.
The SÜK team are hoping to have all pre-orders despatched by the end of the year however, we are allowing for possible delays during this busy time and you may not receive your order until early January 2021.
Christmas Closure 2020
Our head office staff will be out of office from the 23rd of December until the 11th of January. Please note this will affect any enquiries sent to the email@example.com & firstname.lastname@example.org email addresses. We’ll get back to you as soon as we can but please keep in mind, we will be running with skeleton staff over this period.
SÜK Store @ 200 Elgin Street, Carlton
Our trading days will be listed on our Store Appointment scheduler online. Please refer to this scheduler for most up to date open days and times.
SÜK Online Orders
Our warehouse team will be on leave from the 23rd of December until the 28th of December. Please keep these dates in mind if paying for express shipping on online orders.
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 had 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
Due to COVID-19, SÜK staff are currently working as a very small team. For this reason, it may take longer to respond to your queries. We are doing our best to get back to you as soon as possible!
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.
Please note: we cannot ship to PO Boxes or Parcel Lockers
How long will it take for my order to arrive?
Please allow a few extra days for your item to arrive due to heavy delays with our shipping partners.
Order processing time is 1-2 working days. Please allow for the below time-frames once your items are despatched.
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 that are faulty via email to firstname.lastname@example.org. Once you have notified us, please send the garments back to the below reply paid address including the form provided in your order, stating your name, order number and the item fault.
SUK Workwear Returns
Reply Paid 92199
Carlton VIC 3053
When we’ve received your item/s back, we will trigger the refund to your original method of payment. 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).
If an item is returned that does not comply with our returns policy, SÜK reserves the right to reject a claim and not process the refund.
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 refund the item. 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 refund, please return your item within 20 days of receiving it by visiting an Australia Post outlet and lodging the parcel back to the below address.
SUK Workwear Returns
Reply Paid 92199
Carlton VIC 3053
Don’t forget to include the form provided to you stating your name, order number and what item you’d like to exchange for/refund.
Please allow 5 working days from when goods have been returned to our warehouse to process your exchange or refund. Please note, we cannot guarantee stock availability until the goods have been returned to us. In the instance that the item you are hoping to exchange for is sold out, we will automatically refund the garment back to your payment method.
Please also ensure you keep the tracking number given to you at the Post Office to follow your returns journey back to ys. The benefits to you outlined above are in addition to any other rights and remedies you may have under the Australian Consumer Law (ACL).
When will I receive my replacement?
Exchange items will be sent via Couriers Please within 5 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.
Please note, we won’t be able to accept any exchanges or refunds for orders placed online in our physical store front. Our store front is currently holding a 50% off sale on items that cannot be returned or exchanged. For online orders, the best thing to do is to send them back to our Reply Paid service as mentioned in the Returns section 🙂