Sunfere

Hello, This is Charlotte from the Sunfere Support Team. I'm truly sorry to hear that you've had such a frustrating experience. I checked your case and can confirm that we received your email on Friday, July 17. As our customer service team was unavailable over the weekend, we replied on Monday, July 20 with the full return instructions. To make sure our reply reaches you, we've also sent the same information from another support email address. If you haven't seen it yet, could you please check your inbox as well as your spam or junk folder? We absolutely want to help you complete your return. Once your parcel arrives at our return warehouse and the item is inspected to be in good condition, we'll process a 100% refund back to your original payment method. We sincerely apologize for the delay in communication and appreciate your patience. We hope our email reaches you soon so we can get this resolved as quickly as possible. Kind regards, Charlotte Sunfere Support Team

Hi Ahmir 🌸 Thank you so much for sharing your wonderful feedback with us! We’re absolutely delighted to hear that you loved the three gowns you ordered ✨ It means a lot to know that you enjoyed the quality, colors, and fabrics. We put a lot of care into selecting materials and creating designs that make our customers feel confident and beautiful, so your kind words truly encourage our team 💛 We’re also happy to hear that the fabric’s elasticity helped you find the perfect fit. Your support and recommendation mean the world to us, and we’re so grateful to have you as part of the sunfere family 💕 We can’t wait to welcome you back and bring you more styles you’ll love! Warmly, Joe sunfere Support Team 💖

Hi Prerna 🌷 Thank you so much for your wonderful review — it truly made our day! We're absolutely delighted to hear that your dress exceeded your expectations and arrived in time for your special bridal celebration. Knowing that it fit you so beautifully and made you feel like a princess is the greatest compliment we could receive ✨ Thank you for trusting sunfere to be part of such a meaningful occasion. We hope you have an unforgettable celebration and create many beautiful memories in your dress. 💖 Warmly, Joe sunfere Support Team 💕

Hello, This is Charlotte from the Sunfere Support Team. We're truly sorry that your dress didn't arrive in time for such an important occasion, and we completely understand how disappointing this must have been. We'd also like to clarify that sunfere's headquarters are in Hong Kong. We currently operate warehouses in the UK, China, Germany, the US, and Australia. However, the dress you ordered is one of our new arrivals, so it was shipped directly from our warehouse in China. Our delivery timeframe is divided into two parts: Processing Time: 1–4 days Shipping Time: 4–8 business days (excluding weekends) We're very sorry that, despite our estimated timeframe, your order was unable to reach you before your event. We've now sent the detailed return instructions to your email, including the designated return address and the return process. Once we receive your returned dress and confirm that it is in good condition, we will process a 100% refund to your original payment method. We will also continue to follow up with you by email to ensure your return and refund are completed as smoothly as possible. Once again, we sincerely apologize for the inconvenience caused, and we truly appreciate your patience and understanding. Kind regards, Charlotte Sunfere Support Team

Hello Sue, This is Lea from the Sunfere Support Team. We sincerely apologize for the experience you had with this case. After carefully reviewing the email communication, we found that the initial requests for additional information and photos were made as part of our standard verification process. However, we also recognize that the follow-up handling of your case was not handled as well as it should have been, and we sincerely apologize for the frustration and inconvenience this caused. We have shared your feedback with the relevant team members so we can improve our communication and handling process in similar situations. We would also like to confirm that your full refund for the dress was successfully processed on 11 July. The refund has been returned to your original payment method. If you have any questions regarding the refund or need any additional refund details for reference, please feel free to contact us at any time, and we will be happy to assist. Thank you for your understanding. Kind regards, Lea Sunfere Support Team

Dear Saman, Thank you for sharing your feedback, and we sincerely apologize for any concern this situation has caused you. We would like to kindly clarify that your order has not yet been shipped, which is why you are unable to find any tracking information on our website. For in‑stock items, our standard processing time is 1–4 working days, as clearly stated in our shipping policy. Your order is currently being prepared and will be dispatched as soon as possible. We understand that you need the order for your upcoming trip. If you prefer not to wait, we are happy to cancel the order and issue a full refund to your original payment method. Please let us know your decision. We have also sent you a separate email with more details regarding your order. We value your feedback and will continue to improve our communication and transparency. Please let us know how you would like to proceed. We are here to help. Best regards, Lea Sunfere Support Team

Hello Hanaa, This is Charlotte from the Sunfere Support Team. We are sorry to hear about your frustration and would like to clarify the situation regarding your size exchange request. Our product page provides detailed Garment Measurements to help customers choose the correct size before purchase. When you informed us that there was a sizing issue, we requested measurements of the dress you received. If the measurements did not match our size chart, we would absolutely assist you with a free return or exchange. Regarding the additional photo requests, we would like to clarify that this was not intended to delay the process. The reason we asked for new photos is that the photos previously provided were unfortunately too blurry for us to clearly read the measurement values on the measuring tape. We also shared the photos we received in our email so you could see exactly what we were seeing — the numbers were not legible, and without clear measurement data, our quality team was unable to verify the sizing issue against our records. We completely understand that repeated communication can be frustrating, and we also do not want this process to go back and forth unnecessarily. However, we need clear and accurate information to properly investigate the issue and provide the correct solution. We appreciate your cooperation and understanding, and we remain committed to resolving this matter as quickly as possible. Kind regards, Charlotte Sunfere Support Team

Hello Shada, This is Charlotte from the Sunfere Support Team. Thank you for your feedback. We sincerely apologize for the delay and understand how important it was for you to receive your outfit in time for your graduation. We would like to provide an update regarding your order #SF20243215022. The delay was caused by the customs clearance process, which is an external and uncontrollable factor. However, we are pleased to share that the customs clearance has now been completed, and your parcel was handed over to the last-mile carrier, Royal Mail, on 9 July for final delivery. According to the latest Royal Mail tracking update, the parcel is expected to be delivered on 11 July. Please kindly note that the exact delivery time depends on the carrier’s actual delivery schedule. At this stage, the parcel is still in transit, and unfortunately, we are unable to intercept the shipment or cancel the order while it is already on the way. If the parcel does not arrive in time for your graduation and you no longer need the item, please contact us after delivery, and we will assist you with the return and refund process according to our return policy. We sincerely apologize again for the inconvenience caused and appreciate your patience and understanding. Kind regards, Charlotte Sunfere Support Team

Hello Millie, This is Charlotte from the Sunfere Support Team. Thank you for your feedback, and I’m sorry to hear about your experience. To clarify a few key points: Your order was not a backorder item. It was shipped on 22 May and delivered on 1 June. Based on our UK standard delivery timeframe (Processing: 1–4 working days; Shipping: 4–8 working days), the order arrived within the expected period. Regarding the dress fabric and transparency, I have also reviewed the actual product and checked customer review photos again. The dress is designed with a double-layer structure, with an inner lining specifically added for coverage. When worn as designed, the dress is not see-through and this is consistent with customer photos and feedback. If only the outer layer is viewed on its own, it may appear slightly sheer due to the lightweight decorative fabric. However, the complete design includes the inner lining to ensure proper coverage and wearability. Regarding the return process, the options we offered (such as partial refund or keeping the item) are optional solutions provided for flexibility. If these are not suitable, customers are always free to proceed with a standard return under our policy. Finally, we can confirm your full refund has already been processed in June and returned to your original payment method. We’re sorry again for any inconvenience caused, and we appreciate your understanding. Kind regards, Charlotte Sunfere Support Team

Hello Anna, Thank you for your message, and we sincerely apologize for the frustration this has caused you. Based on the name you provided, we are unable to locate your order in our system. Could you please send us an email at [email protected] with your order number included? This will allow us to check the status of your return or refund. We truly appreciate your patience and understanding. We are sorry for any inconvenience and hope to resolve this for you promptly. Warm regards, Lea Sunfere Support Team

Hello Heidi, Thank you for your feedback, and we sincerely apologize for the delay in our response. Due to the time difference, our usual email response time is 24–48 hours. Recently, however, we have been working through a large backlog of emails, which has unfortunately resulted in longer response times. We truly appreciate your patience. We would also like to clarify that the dress you ordered is a backorder item, which requires additional production time before it can be shipped. For this reason, your order is still being prepared and has not yet been dispatched. Based on the current production schedule, we do not expect the order to arrive before July 2. We have already sent you an email to explain the situation. If you no longer wish to wait, please simply let us know, and we will arrange a full refund immediately. We sincerely apologize for the inconvenience and appreciate your understanding. Kind regards, Lea Sunfere Support Team

Dear Sukiran, Thank you for your feedback, and we sincerely apologize for the frustration. We understand your concern, especially since you ordered this outfit for a special occasion during your holiday. For in‑stock items, our delivery timeframe to the UK is: Processing: 1–4 working days Shipping: 4–8 working days Tracking information is only available after dispatch. We have checked your order, and it is being prepared for shipment today. However, due to the ongoing heatwave in the UK, we cannot guarantee delivery before your departure. You are welcome to let us know your required delivery date – we will check if it can be met. If not, we can also assist with changing the shipping address or cancelling the order. We have already replied to your email. Please feel free to check your inbox (and spam folder) for our response. We truly appreciate your patience and understanding. Warm regards, Lea Sunfere Support Team

Hello Bee Zee, Thank you for your feedback, and we sincerely apologize for the delayed response. We were unable to locate your email based on the name you provided. It may have gone into our spam folder or not reached us. Could you please try contacting us again using a different email address? We do have a backlog of emails recently, which has slowed our replies – we are sorry for the inconvenience. Please rest assured that any delay in our reply will not affect your 15‑day return window. As long as you submitted your return request within the valid period, your return remains fully valid. We appreciate your patience and understanding. Warm regards, Lea Sunfere Support Team

Hello Sy Matthews, Thank you for sharing your feedback. We are truly sorry that your shopping experience did not meet your expectations. We understand that receiving items that don't fit can be disappointing. However, sizing can vary depending on individual body shape, garment design, and fabric, so the same labeled size may fit differently from person to person. We would also like to clarify our return policy. As outlined on our website, for items that are not defective, customers are kindly asked to cover the return shipping cost. To make returns more convenient, we have a local return warehouse in the UK, so there is no need to return the items internationally. While we cover the original shipping cost to deliver your order (approximately £10), customers typically only pay around £3–£5 for return postage within the UK. The detailed return instructions and return address have already been sent to you by email. Once we receive your returned item(s) and confirm they meet the return conditions (new, unworn, unwashed, unaltered, and with all original tags attached), we will promptly process your full refund to your original payment method. We sincerely apologize for any inconvenience caused and appreciate your understanding. Kind regards, Lea Sunfere Support Team

Hello Nikki, Thank you for your feedback, and we sincerely apologize for the delayed response. Due to the recent holiday and a temporary shortage of staff, we have experienced a backlog of emails, which unfortunately prevented us from replying to you in a timely manner. Please rest assured, however, that our email communication with you will not affect your 15‑day return window at all. As long as you submitted your return request within the valid return period, your return remains fully valid. We have already sent you detailed return instructions via email. Once we receive your returned items and confirm they are in good condition, we will process a full refund for you. We truly appreciate your patience and understanding. If you have any further questions, please don’t hesitate to reach out. Warm regards, Lea Sunfere Support Team

Hi Cristina 🌷 Thank you so much for taking the time to leave such a thoughtful and detailed review — it truly means more to us than we can express. We're especially grateful for your patience, understanding, and willingness to share your experience with other shoppers. We're delighted that our team was able to assist you with the sizing issue and help find a solution that worked for you. Your kind words about our customer service, our dresses, and our team have genuinely touched us 💖 We always strive to support our customers as best we can, and feedback like yours reminds us why we love what we do. Thank you again for your trust, your encouragement, and your support. We're so happy to have you as part of the sunfere family, and we hope to welcome you back again soon 😊 Warmly, Joe sunfere Support Team 💕

Hello Emma, Thank you for sharing your experience. We are very sorry for the frustration and disappointment caused. We would like to kindly clarify a few points. First, all orders are shipped according to the shipping address provided at checkout. Based on our experience, when a carrier reports that an address is undeliverable or cannot be located, it is often because the address provided is incomplete or cannot be accurately identified by the delivery company. We would therefore recommend checking whether the address can be clearly located on Google Maps and whether all address details were entered correctly. Second, because this is an international shipment, when a delivery attempt fails, the parcel is typically returned to the local processing facility. Before a new delivery attempt can be arranged, the carrier must receive the updated address and physically receive the returned parcel. The package then needs to be relabeled and reprocessed before it can re-enter the delivery network. Unfortunately, these timelines depend on the local carrier's handling procedures and cannot be completed immediately. Regarding the refund request, as outlined in our return policy, if the parcel has not yet been returned to us, we are unable to verify or receive the merchandise. For this reason, a full refund cannot be processed until the package has been returned or its final status has been confirmed by the carrier. We would also like to sincerely apologize for the delay in our email responses. Our team was on holiday during that period, which unfortunately affected our response times. However, your case has been actively followed up by our team, and we have been working to provide a satisfactory solution. At the moment, we are unable to identify the specific order based on the information provided in the review. If the matter has not yet been resolved, please contact us again via email or our social media channels with your order number, and we will be happy to investigate further and assist you. Thank you for your understanding. Kind regards, Lea Sunfere Support Team

Hello Dilek Atli, Thank you for your feedback, and we sincerely apologize for the frustration and stress this situation has caused you. Please kindly understand that there is a time difference between us, and our standard email response time is 24–48 hours. Recently, we have been experiencing a backlog of emails, which has made our replies slower than usual. We truly regret the delay. Please rest assured that our email communication with you will not affect your 15‑day return window at all. As long as you submitted your return request within the valid return period, your return is fully valid. We have now sent you the detailed return address and instructions via email. Could you please check your inbox (and spam folder) to confirm? Once you ship the return, kindly provide us with the return tracking number. After we receive the returned items and confirm they are in good condition, we will process a full refund for you. We apologize again for all the inconvenience caused, and we truly appreciate your patience and understanding. Warm regards, Lea Sunfere Support Team

Hello Zaheed Naviya, Thank you for your feedback, and we sincerely apologize for the frustration you've experienced. We would like to clarify the situation regarding your order. On May 21, you contacted us via an Outlook email address and requested that your order be delivered before May 26, and asked for expedited shipping. At that time, our expedited shipping service had already been suspended. Additionally, your order contains one backorder item, which requires extra processing time after the order is placed. On May 23, we clearly informed you that your order was on hold and that we could not guarantee delivery by May 26. We asked whether you wished to proceed with the order or cancel it. We followed up again on May 27, but we did not receive a reply from you. As a result, your order remains in a pending status. Since the order has not yet been shipped, it is not possible to find tracking information on our website. We also noticed that you emailed us again on June 17. Please kindly understand that due to the time difference, our standard response time is 24–48 hours, and we are unable to reply instantly. We truly appreciate your patience on this matter. At this point, we are still waiting for your confirmation on whether you would like to continue with the order. If you no longer wish to proceed, we are happy to issue a full refund for you. Please let us know how you would like to proceed. Your understanding will be highly appreciated. Warm regards, Lea Sunfere Support Team

Hello Salman, We are very sorry for the frustration this situation has caused. While reviewing recently received returns, we located a parcel that appears to match your return. However, because the shipping label information is unclear and we did not receive a return parcel photo or a return tracking number from you, we have not been able to confirm with certainty that the package belongs to your order. To avoid refunding the wrong return, we have contacted you by email and asked you to confirm whether the parcel we located is yours. Once confirmed, we will immediately process the refund to your original payment method. We would also like to clarify that, according to our records, we have only received one email from you on June 7. As your review mentions that multiple emails were sent without a response, we believe there may have been a misunderstanding or an email delivery issue, and we would be grateful if you could help us understand what happened so we can investigate further. We sincerely apologize for the delay and appreciate your cooperation while we work to resolve this matter as quickly as possible. Kind regards, Lea Sunfere Support Team