FAQ

Orders

How can I track my order?

We will send you an email once your order has been shipped. You can also email us at contact@sueneofficial.com to receive more information on your order. For more information regarding shipping times, please review our Shipping Policy.

Can I change my order, once I paid?

We are unable to modify the content of an order after the payment stage.

Only the delivery address can be changed for a short period of time after the validation of your order.

Orders can only be canceled before they are processed and leave our facilities.

To request a cancelation, please contact customer service at contact@sueneofficial.com.

Are customs and duties fees included in the price of my order?

Customs and duties are included in the price of your order.

Which payment methods do you accept?

We accept Visa, MasterCard, Maestro, AMEX, Union Pay, Apple Pay, Google Pay, and PayPal.

For credit cards, please note the billing address entered on your order must match the billing address on file with your bank.

All payments are processed securely.

Which countries do you ship to?

We currently ship within Switzerland, the EU, UK and the US. Additionally, we are pleased to offer free shipping for orders exceeding a certain value, which varies depending on the destination country. Please refer to our Shipping Policy for more details.

How long is the delivery time?

Normally it will take a 1-2 days to prepare your items before shipment. The shipping time depends on whether your item is a pre-order item, is available in stock and the destination country. You can check for more information on our Shipping Policy page and for each product individually.

Products

What size should I order?

Our size guide offers recommendations for the best fit, but please note that some styles, like oversized sweatshirts and t-shirts, may vary from these general suggestions - in this case please refer to our product measurements. Please note that our clothes usually have an oversized fit according to European, not Korean standards.

For any queries about specific measurements, feel free to reach out to us. We're here to ensure you're completely happy with your size choice.

Where do you source your clothes from?

Our products are thoughtfully sourced from Korean suppliers, aligning with the latest trends and quality standards.

We also embrace a sustainable approach by offering a pre-order option for certain items. This method allows us to produce and ship products on-demand, significantly reducing warehousing costs and preventing overproduction. This not only ensures fresh fashion directly to you but also supports our commitment to responsible and sustainable fashion practices.

What does it mean if the product is on pre-order?

A pre-order means that you can purchase the product before it is produced and available for regular sale. The specific production time for each pre-ordered item will be indicated on the product page. Pre-ordering is a great way to secure new items at a lower price and helps us produce items more sustainably by matching demand.
We allow for maximum waiting time of 5 weeks after which we offer a free refund, in case the item could not be produced in time.

Returns

What is your Return Policy?

We have a 30-days return policy, which means you have 30 days from the date you've received all your purchased items in the same order to submit the return request and send the items back. For more information regarding our return policy, please check it on our Return and Refund policy page.

When will I receive my refund?

We process all refunds within 1 day and you receive it within 3-5 business days of receipt of the return and upon approval of the return. Your refund will be processed through the same payment method used for your original order.

For further information, please contact us at contact@sueneofficial.com.

What should I do if my product is faulty, broken or damaged?

If you find that one of our products has a defect or has been damaged, please contact customer service with photos of the issue and we will arrange a return.