Frequently Asked Questions
Shipping Information
Q: Which countries do you ship to?
A: We ship to almost every country worldwide, including the USA, UK, Canada, Australia, Germany, Italy, France, and Spain.
Q: How do you ship?
A: We offer worldwide shipping on all orders, with tracking included. Orders are typically processed within 1-3 business days. Once your order is processed, you’ll receive a confirmation email with tracking information. Delivery times vary based on your location.
Q: Is tracking available for my package?
A: Yes, tracking is available. Here's how it works:
- After you place your order, you will receive an order confirmation email. Please note that this email will not include your tracking number.
- Within 1-3 days, once your order has been shipped, we will send you another email with your tracking number.
- You can use this tracking number on our tracking page to check the status of your package.
If you don’t see the tracking email within 1-3 days, be sure to check your spam or junk folder.
Q: What are the estimated delivery times?
A: Delivery times vary based on your location. Most orders are delivered within 1-2 weeks. For example, in the U.S., 85% of orders arrive in 16 days or less. Delivery times for other regions may vary, and you'll receive exact estimates with your order confirmation and tracking information.
Q: Can customs clearance procedures delay my order?
A: Yes, customs clearance can cause delays. Delivery services may extend times due to reasons beyond our control. We strive to deliver quickly and appreciate your understanding during busy periods.
Q: Are there any shipping restrictions?
A: We are unable to ship to P.O. boxes or APO/FPO addresses. Some items may have shipping restrictions due to size, weight, or destination. We do not refund the product and delivery costs for packages wrongly delivered to P.O. boxes; it is the buyer's responsibility to provide a correct and deliverable address.
Q: What if my address was incorrect?
A: We cannot change delivery details or resend items once dispatched. If the error is on our end, we will correct it and send a new package. Please double-check your delivery details when placing an order.
Q: What if the product is lost in the mail?
A: If your package is lost by the mail service, we will send a new one at our expense.
Q: Are there any customs fees or import taxes?
A: Customs fees and import taxes may apply, and buyers are responsible for these charges. These fees are not included in the purchase price and can vary by country. We do not refund the product and delivery costs for packages rejected due to unpaid duty fees.
Return Policy
Q: How long do I have to return an item?
A: You have 30 days from the date of purchase to return items. After 30 days, returns will not be accepted.
Q: What are the conditions for returning an item?
A: Items must be unused, in their original condition, with tags attached, and in their original packaging. A receipt or proof of purchase is required.
Q: How do I start a return?
A: To initiate a return, please email us at support@sukajanmall.com. Unauthorized returns will not be accepted.
Refunds
Q: How do I know if I’m eligible for a refund?
A: After we receive and inspect your return, we’ll notify you about the status of your refund. If approved, it will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
Q: What should I do if I haven’t received my refund?
A: If you haven’t received your refund after 15 business days:
- Check your bank account.
- Contact your credit card company.
- Reach out to your bank.
If you still have not received your refund, please contact us at support@sukajanmall.com.
Q: Is the delivery cost deductible if I return an item?
A: Yes, if you choose to return an item because you've changed your mind, the cost of shipping will be deducted from your refund to cover our shipping expenses.
Exchanges
Q: Can I exchange an item for a different size?
A: Yes, for size exchanges, please email support@sukajanmall.com. The quickest way to get a different size is to return the original item and place a new order.
Gifts
Q: What if I received an item as a gift and want to return it?
A: If the item was marked as a gift when purchased, you’ll receive a gift credit for the return. If the item was purchased and then given to you by someone else, the refund will go to the original purchaser.
Shipping Returns
Q: How do I ship a return?
A: Contact us at support@sukajanmall.com before returning an item. You are responsible for the return shipping costs, which are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we do not guarantee we will receive your return.
Other Considerations
Q: What happens if my package is rejected due to unpaid duties or an incorrect address?
A: We do not offer refunds for packages rejected due to unpaid duties or incorrect addresses provided by the buyer.