FREE WORLDWIDE SHIPPING

FAQ

 

 

WHICH COUNTRIES DO YOU SHIP TO?

We ship worldwide and our shipping is free.

WHERE IS SUNSETIO LOCATED?

Our head office along with our design office are located in Norfolk, United Kingdom.

HOW DOES YOUR GUARANTEE WORK?

Sunsetio is always committed to ensuring our customers with highest quality of Jewelry. We are more than happy to offer our Jewelry Patrons a lifetime guarantee if your products fades, is damaged or is defective during normal wear. This guarantee entitles the customer to a one-time replacement of the piece unless, as determined solely by Sunsetio.com your piece was intentionally damaged. In unlikely event we no longer stock the product, the customer will be permitted to exchange the piece for another of equal or lesser value with the exception of clearance and final sale items.

ARE THERE ANY EXCHANGE RATES?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

HOW SECURE IS MY ONLINE ODER?

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 OR CHANGE MY ORDER?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. 
Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be cancelled.

CAN I CHANGE THE SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

WHEN WILL MY ORDER ARRIVE?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

HOW DO I TRACK MY ORDER?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

CAN I USE MULTIPLE DISCOUNT CODES IN ONE ORDER?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

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 processes 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 ANY CUSTOMS OR TAXES?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. 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. For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Free Worldwide Shipping
Satisfaction Guarantee
Premium Quality
Safe And Secure