Email: info@suufonline.com
Whatsaap: 0097152 539 0692
Note: Available Monday-Saturday 10 AM to 7 PM. Excluding Holidays and Weekends.
Refund and Exchange Policy
Your satisfaction is our priority, and we want you to be completely happy with your purchase. Please review the following terms and conditions before placing your order.
For Pre-Orders
Fabric Availability
If the selected fabric becomes unavailable, we will offer alternative fabric options, allow you to choose a different design, or issue a full refund.
Returns & Exchanges
Pre-order items are not eligible for return or exchange. However, if you receive a defective or incorrect product, please contact us within 3 days of delivery so we can promptly resolve the issue.
Alterations
- Alteration requests must be made within 3 days of receiving your order.
- Each order includes one free alteration. Additional alterations will incur extra charges.
- For assistance, please reach out to our customer service team via WhatsApp or email.
How to Report an Issue
To report a concern, please contact our customer service team via WhatsApp with a detailed description of the issue. Our team is available Monday to Saturday, 10 AM – 7 PM (excluding holidays and weekends). Please allow few hours for a response during working hours. Alternatively, you may contact us via email, and we will respond within 48–72 hours.
For Ready-to-Wear Orders
Exchanges
- Exchange requests must be submitted within 3 days of receiving your order. Requests received after this period will not be accepted.
- Only one exchange is permitted per item.
- Customers are responsible for all two-way shipping costs, including any applicable taxes and duties.
- To initiate an exchange, please contact our customer service team via WhatsApp with your order details and issue description.
- Response time:(Monday to Saturday, 10 AM – 7 PM, excluding holidays and weekends).
- For email inquiries, please allow 48–72 hours for a response.
Returns
- Return requests must also be made within 3 days of receiving your order. Requests submitted after this period will not be accepted.
- Approved returns will be refunded to your original payment method, excluding shipping, duties, and taxes.
- Please note: Two-way shipping costs will be deducted from your refund total.
- Returned items must be in original, unworn condition, with all tags and packaging intact.
- Items that are damaged, soiled, altered, or exposed to strong fragrances are not eligible for return. If such items are returned, they will be sent back at your expense.
How to Submit a Return Request
- Log in to your account using your email address and click “Continue.”
- Enter the verification code sent to your email.
- Select the order you wish to return.
- If your order includes multiple items, select the specific items you’d like to return.
- Choose a reason for the return and include any relevant comments.
- Click “Submit Request.”
Shipping Process
We work with trusted international couriers to ensure reliable and timely delivery. Once your return or exchange is approved, we will send you a shipping label via WhatsApp or email to prepare your package.
- Please allow 24–72 hours for the courier company to contact you for pickup.
- As these are third-party services, we do not have direct control over their timelines. If you are not contacted within this period, please inform us, and we will follow up on your behalf.
- After pickup, allow 2–3 working days for the package to reach us. Once received, our team will inspect the item to verify its eligibility for return or exchange.
- Please note that we are closed on Saturdays and Sundays, and no return or exchange requests are processed over the weekend. We appreciate your patience and understanding.
Refund Process
- Once your return request is submitted, our customer service team will review it within 48–72 hours to confirm eligibility.
- Upon approval, we will coordinate the pickup with one of our courier partners.
- After receiving the item(s), we will conduct a quality inspection to ensure they meet our return conditions.
- A two-way delivery fee (for sending and returning) will be deducted from your refund amount.
- Approved refunds will be processed within 10 working days and issued to your original payment method.
- If your refund is delayed beyond this timeframe, please contact us for assistance.
Alteration Services
- Alterations for ready-to-wear items are available for an additional charge.
- Please note: Once an item has been altered, it is no longer eligible for return or exchange.
- For alteration inquiries, please contact our customer service team via WhatsApp or email.