Customer Care I. Need Help? Please checkout our FAQ first as it may address your question, and feel free to use the comment area below the FAQ to communicate with us. We are an online only boutique and you can reach us via this contact us form, or you can also send an email directly to info@sungboutiquela.com. We response to messages ASAP, and please provide us with a number should you wish to be contacted by phone. We can also provide a text response by request but please be sure to provide us with a mobile number. Thank you! II. Terms and Conditions These terms and conditions are in effective 02/11/15. Thanks! a. Return & Exchange We accept 14 days (21 for International order) return/exchange with an RMA if an item is not on final sale. To give our customers the best possible shopping experience, we provide the return/exchange policy for each and every products online. There is a 10% restock fee to process a return or exchange, and we only issue store credit on item that has a store credit return/exchange policy. Please note that customers are responsible for the return shipping cost. To return or exchange an item please follow these steps: Go to the order in your account and complete an RMA request. Please allow up to 1 business day for processing. When the RMA is ready, go to the order status and click on the RMA barcode icon to download it to use with the return. Complete the exchange information if you would like us to process an exchange for you. Carefully pack the items and mail the package to us with tracking and insurance. [RMA] Return Merchandise Authorization (RMA) is required for return and exchange, and item must be returned to us within 14 days (21 days for International orders) from time of delivery. [Restock Fee] 10% of the regular price, and a 5% special handling fee for orders with 3 plus dresses and gowns combined. [Store Credit] Store credit is non-transferable and good for one year. [Refund] Refund can take up to 7 days including time for inspection. [Inspection] We carry out pre-shipping and return inspections to make sure that item is in its original condition. [Non-Delivery] Non-deliveries are subjected to our regular returns policy. Please note that there may be a return shipping charge on non-deliveries. [Discrepancy Claim] Please report all issues relating to an order by filing a discrepancy claim with us within 72 hours of delivery. Claims are treated as normal returns; except valid claims receive full refund plus shipping cost reimbursement at ground rate (please keep your receipt). For insurance purpose, we require a signed claim form from customer for non-delivery claim. Please note that we provide only identical replacements or store credits for claims on final sale items. b. Order Status Order status is available online and it is the best way to find out what’s going on with your order. Also check your email (and spam folder) for status updates. Your order will remain pending for up to two days for billing verification and etc., and it will ship the same day that it goes into processing status. c. Order Canceling We can’t cancel an order once it’s in processing status and it’s been shipped. Please return the order with an RMA if this is the case. d. Shipping & Handling – Worldwide Shipping Standard processing time is 2 business days and it’s not included in transit time. Transit time is 1 to 5 business days within the continent of United States. Overseas shipment 2 to 10 business days and additional time may be required for custom clearance. Time quoted to APO and FPO is for handoff at the military hub. Transit time may be longer for AK, HI, PR, APO & FPO, USPS First Class/Parcel Post, overseas Ground, and some rural areas. Signature confirmation may be required per our security requirements. e. Payment Options and Terms We kindly accept Visa, MasterCard, Discovers, and American Express. Payments are not charged through until an order goes into processing status. Customers can download their paperless sales and credit invoices here. All sales in USD, and online currency exchange rate may not reflect the real time rate. f. Sales Tax & Customs Tariff Orders destined to the State of California will be charged a 9% sales tax on purchase and shipping as required by law. Customs tariffs may be applicable to overseas orders and customers are responsible to pay that at the time of delivery.
