Sunfere

Hello Emily, We’re sorry to hear about your experience and understand your frustration. We would like to clarify a few points regarding your return and the dress. We have now confirmed receipt of your return, and a full refund for the returned dress has been processed to your original payment method. If you have any questions about the refund, please feel free to contact us and we will be happy to check it for you. Regarding the Signature Look Blue Cowl Neck Semi-sheer Maxi Dress, this is a lightweight summer style designed with a semi-sheer fabric. The product name identifies it as “semi-sheer,” and the model photos also clearly show the transparency of the skirt area. We try to make these details visible on the product page so customers can review them before purchasing. We completely understand, however, that the fabric may still not have been what you expected once you tried it on. We would also like to clarify the return timeline. We received your return request on July 29 and replied with the return guidance the same day. The return address was then provided on July 30. Once a return reaches our warehouse, it normally takes approximately 7–10 business days for the parcel to be identified, inspected, and the refund processed. We’re sorry if the process caused any misunderstanding or frustration. Your refund has now been completed, and we remain available if you need any further assistance. Kind regards, Lea Sunfere Support Team

Hello Michelle, We’re truly sorry to hear that you were disappointed with your experience and that the items did not meet your expectations. We understand that everyone may have different expectations regarding fabric, fit, length, and overall feel. For future purchases, we always recommend checking the fabric composition, garment measurements, dress length, and other product details provided on each product page before ordering. Regarding your return, we would also like to clarify that returns are certainly possible. We provided you with the detailed return instructions on August 18 so that you can send the items back. Once your return is received and the items are confirmed to be in their original returnable condition, we will proceed with the full refund for the returned items accordingly. We’re genuinely sorry that this purchase wasn’t right for you, and we appreciate your understanding while we complete the return process. Kind regards, Lea Sunfere Support Team

Hi Maria 🌸 Thank you so much for your lovely feedback! We’re so happy to hear that your dress arrived just as you expected and that you’re pleased with both the quality and the fit 💕 Knowing that the dress looks just like the photos and feels right when you wear it means so much to us. We hope you feel beautiful and confident every time you put it on ✨ Thank you again for choosing Sunfere and for sharing your experience with us. We truly appreciate your support and hope to see you again soon! Warmly, Joey Sunfere Support Team 💖

Hello Allyson, Thank you for sharing your feedback. We are sorry to hear about the issue you experienced with the dress and understand how disappointing this must have been, especially after wearing it for an important occasion. We would like to kindly clarify that our return policy applies equally to all customers. Returns and exchanges are accepted within 15 days of delivery, and items must be new, unworn, unwashed, unaltered, and with all original garment tags attached. Items that do not meet these conditions may not be eligible for a standard return. According to the tracking information, your order was delivered on June 19, but we were only contacted regarding the issue on August 7, which was several weeks after delivery and after the dress had already been worn. We completely understand your concern regarding the quality. However, as the item had been used for an extended period before the issue was reported, we cannot completely rule out other factors that may have contributed to the damage. Additionally, this particular design includes a delicate inner lining, which requires appropriate care when worn and handled. We truly understand your disappointment and do not want to ignore your concerns. While we are unable to offer a full refund or replacement outside the return period, we are willing to continue discussing possible solutions with you. We appreciate your understanding and hope we can find a reasonable way to assist you further. Kind regards, Lea Sunfere Support Team

Hello Tara, Thank you for sharing your feedback. We are sorry to hear that you were disappointed with your experience. We would like to kindly clarify that if the item does not meet your expectations, you are welcome to request a return or exchange within 15 days after delivery by contacting our customer service team at [email protected]. However, based on our records, we have not received any return request or email from you regarding this issue. We also contacted you on June 27, but unfortunately did not receive a response. To make sure you can receive our assistance, we have sent you another email today. Please kindly check your inbox (and spam/junk folder if necessary). If you have any questions or need help with the return process, please feel free to reply to our email, and we will be happy to assist you. We sincerely apologize for any inconvenience caused and look forward to helping you resolve this matter. Kind regards, Lea Sunfere Support Team

Hi Sherry-Lee 🌸 Thank you so much for your heartfelt words! Your lovely feedback truly means a lot to us 💕 We’re absolutely delighted to know that the dress made you feel elegant, confident, and special. Hearing that you loved the design, fit, and quality is the greatest encouragement for our team, as we always hope every Sunfere piece can bring our customers a beautiful and memorable wearing experience ✨ Thank you again for choosing Sunfere and for sharing your happiness with us. We’re so grateful for your support and can’t wait to be part of more of your special moments in the future 💖 Warmly, Joe Sunfere Support Team 💕

Hello, Thank you for sharing your feedback. We are glad to hear that you loved the quality and design of the dress you decided to keep, and we are sorry that the return experience caused frustration. We would like to kindly clarify a few points regarding the return and refund process. First, we would never intentionally push customers toward store credit instead of a refund. When we provided the return options, we included the refund option as well. After you confirmed that you preferred a return and refund, we provided the return address in our following email so you could proceed. Regarding the refund amount, we noticed there may have been a misunderstanding. The dress you returned, Feeling Of Forever White Floral Lace Tie-Strap Maxi Dress, was originally priced at £107.00, but your order was placed with a 15% discount (£16.05). Therefore, the actual amount paid for this item was £90.95, which is the amount we refunded. We also included the refund breakdown when processing the refund and have sent the details again by email for your reference. We sincerely apologize for any confusion and hope this clarification helps explain the refund calculation. We truly appreciate your feedback and will continue working to improve our service. Kind regards, Lea Sunfere Support Team

Hello Evelyn, Thank you very much for taking the time to share your feedback with us. We are truly sorry for any frustration or inconvenience you may have experienced. We completely understand that waiting for assistance regarding a return request can be disappointing, and we sincerely appreciate your patience. We would like to kindly clarify that our usual email response time is within 24–48 hours. During weekends, holidays, or periods with a higher volume of inquiries, our response may occasionally take a little longer than usual. After reviewing our records, we can confirm that we received your email on August 6 at around 2:00 PM, and our team replied with the detailed return instructions on August 7 at around 9:00 AM. We hope this helps clarify the timeline and our response process. As emails require our team to review each request individually and provide the most suitable assistance, they may not always receive an immediate reply like instant messaging. However, we always do our best to respond as quickly as possible and provide helpful solutions. We have already provided the return instructions for your request. Once we receive your returned item and confirm that it meets our return conditions (new, unworn, unwashed, unaltered, and with all original internal garment tags attached), we will promptly proceed with your refund or exchange. We sincerely apologize again for any inconvenience caused and truly appreciate your understanding and patience. We will continue to assist you until your request is properly resolved. Kind regards, Lea Sunfere Support Team

Dear Zanele, We are truly sorry to hear about your disappointment, especially as the dress was purchased for a destination wedding and this was your second order with us. According to the tracking information, the order was delivered on July 23, while the damage was first reported on August 3, 12 days after delivery. As the dress had been in your possession for some time, we were unfortunately unable to confirm whether the damage was present upon arrival or occurred later during handling, fitting, or travel. The damaged area is located on the delicate outer tulle near the hem of this floor-length dress. Based on its location and appearance, the fabric may have been caught, snagged, or stepped on. Our items are inspected before dispatch, but we remain willing to investigate further. If you have an unboxing video or any photos taken immediately after opening the parcel, please send them to our customer service team so we can review the matter again with our warehouse. The 50% store credit was offered as a goodwill solution after considering the reporting timeframe, the available evidence, and the fact that the order was partially paid with store credit. We sincerely apologize for the frustration caused and appreciate your understanding. Best regards, Sunfere Support Team

Hello Emma, We’re truly sorry to hear about your concern and would like to help clarify this situation. Based on the information provided in your review, we are unfortunately unable to accurately locate your order. We did find one order that may match your case, where you contacted us on July 11 requesting to update the city in your shipping address from Toronto to Etobicoke. We replied on the same day confirming the address update, but we did not receive any further response from you afterward. According to the tracking information, this order was successfully delivered on July 11. We have also sent an email to you with the delivery details and Proof of Delivery (POD) for your reference. If this is not your order, could you please contact us directly at [email protected] and provide your order number? We will be happy to check your order details and investigate the situation further to help resolve the issue. We sincerely apologize for any inconvenience caused and appreciate your understanding. Kind regards, Charlotte Sunfere Support Team

Hello Marie, This is Lea from the Sunfere Support Team. We sincerely apologize again for the frustration and disappointment caused, especially since you selected expedited shipping and needed the dress urgently. We completely understand your concern. We would like to clarify that your parcel has already arrived in the UK and completed customs clearance. The current status means the parcel is in the handover process to Royal Mail for the final delivery. During international carrier handovers, there can sometimes be a delay before the local carrier’s system updates, which does not mean the parcel has not been shipped. We have been communicating with both you and the shipping carrier today, and we have requested further updates to help move your parcel forward as quickly as possible. We’re truly sorry that the delivery may not meet your expected timeline, especially for your Saturday event. We will continue monitoring the shipment and following up with the carrier until there is further progress. Thank you for your patience and understanding. Kind regards, Lea Sunfere Support Team

Hello Na Sa, We’re truly sorry that you’ve had to wait longer than expected for your order, and we completely understand how frustrating this must feel. We have checked your shipment, and the latest tracking information shows that your parcel has already been handed over to the local last-mile carrier for final processing and delivery. We have also sent the detailed tracking information to you by email so you can follow the latest updates. Please kindly check your inbox and spam/junk folder for our email. If you have any questions after receiving your order, or if there is anything we can assist you with, please feel free to contact us anytime. We sincerely apologize again for the inconvenience caused and appreciate your patience and understanding. Kind regards, Charlotte Sunfere Support Team

Hi Karen 🌸 Thank you so much for your wonderful feedback! We’re so happy to hear that you love your two-piece outfit and that it looked just like the photos 💕 It means a lot to know that the quality impressed you and that you received so many compliments while wearing it. We truly appreciate your recommendation and your support for Sunfere. We can’t wait to welcome you back and help you find more beautiful styles for your next occasion ✨ Warmly, Joe sunfere Support Team 💖

Hi Luciana 🌸 Thank you so much for your wonderful feedback! We’re absolutely delighted to hear that you love your dress and that it made you feel confident, elegant, and beautiful 💕 We’re so happy that you enjoyed the soft, flowy fabric, comfortable fit, and the thoughtful details of the design. Creating pieces that make our customers feel special and confident is exactly what we strive for. Thank you again for your kind words and recommendation. We truly appreciate your support and hope your beautiful dress brings you many unforgettable moments ✨ Warmly, Joe sunfere Support Team 💖

Hello Benedicte, We are truly sorry for the disappointment and inconvenience this situation caused, especially as you needed the dress for an important occasion and had limited time to find an alternative. We would like to clarify that the dress you ordered was a backorder item. On July 23, we contacted you to inform you of the waiting time and asked whether you would be willing to wait. We also asked if you could let us know the specific date you needed the dress, so we could check the possibility of delivery. After you informed us that you needed the dress by July 31 due to your upcoming travel, we checked the estimated timeline and advised that we could not guarantee delivery before that date. You then informed us that if the dress could not arrive by July 31, you would prefer to cancel the order and receive a refund. Based on your request, we cancelled the order and processed the refund. However, we sincerely apologize that we did not confirm the cancellation with you one more time before proceeding. We have also reached out to you by email to further explain the situation. We truly appreciate your feedback and have shared it with our team to help improve our communication process. We sincerely apologize again for any inconvenience caused. Kind regards, Charlotte Sunfere Support Team

Dear Conny, Thank you for reaching out to us! 😊 We understand that you would like to pay using Klarna or Afterpay. Currently, Klarna is not supported on our website. However, you can definitely choose Afterpay – please select the "Multiple payments" option at checkout, where you will see the Afterpay icon and can complete your purchase with it. If you have any other questions or encounter any issues while placing your order, please don't hesitate to send us an email at [email protected] – we'll be happy to assist you further! Warm regards, Lea Sunfere Support Team

Hello, We’re truly sorry to hear that your return experience was not what you expected, and we appreciate you taking the time to share your feedback. We would like to clarify that sunfere operates with multiple warehouses, and orders may be shipped from different locations depending on factors such as the customer’s location, shipping method, and product availability. The return warehouse information and the return process are also clearly explained in our return policy. Regarding the refund timeline, we completely understand that waiting for a refund can be frustrating. If a customer has already returned an item but has not yet received the refund, there may be several possible reasons, such as the return tracking information not being provided, an incorrect tracking number, the returned parcel still being under inspection, or the refund already being processed but not yet reflected by the payment provider. If you have any concerns regarding your return or refund, we kindly recommend contacting our support team with your order details and return information. We will be happy to review your specific case and provide further assistance. We sincerely apologize that your experience did not meet your expectations. Your feedback is important to us, and we will continue working to improve our return process and customer service. Thank you for your understanding. Kind regards, Charlotte Sunfere Support Team

Hi Alice 🌸 Thank you so much for sharing your honest experience with us! We completely understand that ordering from a new brand for the first time can feel a little uncertain, and we truly appreciate you giving Sunfere a chance 💕 We’re so happy to hear that your dress arrived within the expected timeframe and that it turned out to be exactly what you hoped for. Knowing that you love the design, quality, and the way it looks in person means a lot to our team. Thank you again for sharing your balanced feedback and for helping other customers feel more confident. We hope your beautiful dress brings you many wonderful moments, and we can’t wait to welcome you back for your next piece ✨ Warmly, Joe sunfere Support Team 💖

Dear Ciara, Thank you for taking the time to share your feedback. We're sorry to hear about your concerns, and we completely understand how important it is for you to receive your dress before your birthday and upcoming trip. We received your email on July 23 and replied on July 24 with an update on your order. If you haven't seen the order confirmation email, could you please check that the email address provided with your order is correct and also check your spam or junk folder in case our email was filtered there? We would also like to clarify that your order was placed with Expedited Shipping, rather than Express Shipping. Expedited Shipping prioritizes your order for warehouse processing and dispatch, and orders are typically shipped within 48 hours. Your order is currently still within the normal processing timeframe. Once your order has been shipped, you will automatically receive a shipping confirmation email along with your tracking information. Please rest assured that we are doing everything we can to prioritize your order and have it dispatched as soon as possible. We sincerely appreciate your patience and look forward to getting your order to you soon. Kind regards, Charlotte Sunfere Support Team

Dear Martine, Thank you for sharing your feedback, and we're truly sorry for your experience. After investigating your case, we found that our system mistakenly recognized your handwritten order number, which prevented us from locating your return and processing your refund in a timely manner. We sincerely apologize for this error and the frustration it caused. We have now issued your full refund to your original payment method, and we have also reviewed our internal process to help prevent similar issues in the future. We completely understand your disappointment, and we're very sorry that we did not provide the level of service you expected. Thank you for bringing this to our attention and for giving us the opportunity to make things right. If there is anything else we can assist you with, please feel free to contact us directly. We truly appreciate your patience and understanding. Kind regards, Charlotte Sunfere Support Team