Sunfere

Hello Nikki Latter, Thank you for your feedback. We are truly sorry for the frustration this situation has caused. We would like to clarify that our intention was never to make the return process difficult. When a zipper issue is reported, we ask for photos and the QC code because all dresses are inspected before shipment, and this information helps us identify where the issue may have occurred and improve our quality control. Because you mentioned that the dresses were needed for a special occasion, we tried to offer faster alternatives to a standard return. For the Stephanie Birds Printed V-neck Midi Dress (White/S), the dress fit your daughter well, but the zipper was faulty. We therefore offered a 30% refund so it could be repaired locally and worn in time for the event. For the Lazy Day Blue Floral Print Long Sleeve Maxi Dress (Blue/L), the size was too large. Since a return and exchange would require additional transit time, we offered two options: （1）Return the dress for an exchange; or （2）Receive a brand-new replacement immediately without returning the original dress, with only the shipping cost to be covered. This second option was suggested purely because of the urgent timeframe and was intended to be the quickest and most convenient solution. We are sorry if our proposals were misunderstood. Our goal was never to complicate the process, but rather to provide flexible options that could best accommodate your situation. We would also like to sincerely apologize for the delay in our responses. We have recently experienced a significant backlog of emails, which has unfortunately affected our usual response times. If you would prefer to proceed with a standard return and refund instead, we have already sent you an email with the relevant instructions. Please kindly check your inbox (and spam/junk folder if necessary) and let us know how you would like to proceed. We appreciate your patience and understanding and remain committed to finding the best possible resolution for you. Warm regards, Lea Sunfere Support Team

Hello Carson, We are very sorry that your purchase did not meet your expectations. We would like to clarify that our website provides multiple high-resolution product photos, close-up fabric images, and detailed product information. However, colors can sometimes appear different due to lighting conditions, camera settings, and screen displays. From the photos you shared with us, we can see that the dress appears noticeably darker under indoor warm lighting than it does in our website images. For this reason, we suggested viewing the dress again in natural daylight for a more accurate comparison. We understand your concerns and respect your decision to return the item. Once we receive your return and confirm that the item meets the return conditions, we will promptly process a full refund to your original payment method. You will also receive an email confirmation once the refund has been issued. We sincerely apologize for the disappointment and appreciate your understanding. Warm regards, Lea Sunfere Support Team

Hi Irina 🌸 Thank you so much for taking the time to share such a thoughtful and detailed review! We’re absolutely delighted to hear that your order arrived safely, and that the dresses looked exactly as you expected. It’s wonderful to know that the packaging, quality, and overall presentation met your expectations, and that the shipping to Toronto was a pleasant surprise. We also truly appreciate your note about sizing. We understand that fit is one of the most important factors in online shopping, and your feedback will help us continue improving our size guidance so future customers can feel confident when choosing their perfect fit. It’s also fantastic to hear that our team was able to provide the support you needed while you were waiting for your order. Ensuring a smooth and stress-free experience for every customer is always our top priority, and your recognition of our efforts means the world to us. Your kind words and recommendation really motivate our team to keep delivering high-quality products and excellent service. We can’t wait to welcome you back to Sunfere soon for your next shopping experience — there are always new styles and designs to discover, and we hope each piece brings you just as much joy as this order did! Warmly, Joe sunfere Support Team 💖

Hello Arooj, Thank you for your feedback. We are truly sorry for the delay in our response and for the frustration this situation has caused. Please rest assured that we have not been ignoring your emails. Due to a recent backlog of inquiries, our response time has unfortunately been slower than usual. We sincerely apologize for the inconvenience and understand how disappointing this must have been, especially as you were waiting for return instructions. The detailed return guide and return address have already been sent to your email. We kindly ask that you check your inbox, including your spam/junk folder, in case our message was filtered there. Once we receive your returned item and confirm that it meets our return conditions, we will promptly process your full refund. We sincerely apologize again for the inconvenience caused and appreciate your patience and understanding. If you cannot locate our email, please reply to our latest message and we will be happy to resend the return instructions. Kind regards, Lea Sunfere Support Team

Dear Liliane, Thank you for sharing your feedback, and we sincerely apologize for the frustration you have experienced. However, please allow us to kindly clarify a few points. First, the delivery issue was initially caused by the incorrect shipping address provided at checkout (wrong city and postal code). According to the tracking history, the delivery attempt on May 23 failed due to the address issue. Once you informed us of the correct address, we immediately contacted the shipping carrier and requested a new delivery attempt to the updated address. Please kindly understand that because the package had already been sent to a different city, the carrier first needs to reroute the parcel before arranging redelivery. This process unfortunately takes time and cannot be completed within just one or two days. May we also kindly ask when you would need the dress by? We will check what we can do from our side and advise you accordingly. Secondly, this is an international shipment, and international parcels often have two tracking numbers. Once the package arrives in the destination country, a separate local tracking number is generated for the last-mile delivery carrier. As explained in our emails sent on May 25 and May 28, your local tracking number is: SPXBOS006362605180001801. You may use this number to track the package on the SpeedX website or contact SpeedX directly for the latest delivery updates. We have also already urged the shipping carrier to arrange the redelivery as soon as possible. We truly appreciate your patience and understanding, and we remain here to assist you further if needed. Warm regards, Lea Sunfere Support Team

Dear Eliana, We are truly sorry for the frustration and inconvenience caused. At the moment, we are unable to locate a matching order based on the information provided. If you have not received our replies, it is possible that our emails were filtered or bounced back. We kindly suggest contacting us again using another email address if possible. We are also not fully sure whether your package corresponds to tracking number SPXBOS006362605180001801, but according to the shipping information we found, the delivery failed because the address provided was incorrect or incomplete. After learning about the issue, we contacted the shipping carrier on May 25 to request an address update and redelivery. We also resent our replies on May 28 through three different email addresses to make sure you could receive our response. We additionally provided the carrier’s contact information so you could directly check the latest delivery status: Tracking Number: SPXBOS006362605180001801 Carrier: SPX Phone: 559-550-0518 (calls & texts supported) We are still following up with the carrier and requesting a possible redelivery. We sincerely apologize again for the inconvenience caused and appreciate your understanding. Warm regards, Lea Sunfere Support Team

Hello Melinda, We sincerely apologize for the late response. We only just found your email in our spam folder. After checking your order SF20243189320, we found that the Diana Floral Embroidered Lace Belted Midi Dress is currently a backorder item, which requires additional production time after the order is placed. At the moment, the dress is expected to finish production within the next 2 days, but the exact timing has not been fully confirmed yet. If the item becomes available within these 2 days, in order to help meet your timeline, we can upgrade your shipping to DHL Express free of charge. In this case, once the parcel arrives in your destination country, you may need to assist with customs clearance procedures. Please rest assured that there will be no additional customs fees for you — we will fully cover the related costs. However, we would also like to be honest that even with DHL Express, we still cannot 100% guarantee delivery before June 3rd due to the very tight timeframe. Would you like to take the chance and proceed with the express shipment once the dress is ready? Or, if you would prefer a full refund instead, please kindly let us know and we will assist you accordingly. We sincerely apologize again for the inconvenience and appreciate your understanding. Warm regards, Lea Sunfere Support Team

Dear Kristine, Thank you for your feedback, and we sincerely apologize for the frustration this situation has caused you. We kindly want to explain that our system processes customer inquiries based on the latest email timestamp — meaning the newest email is placed at the end of the queue. Therefore, sending multiple emails regarding the same issue, especially over a dozen emails, may unintentionally delay our response instead of speeding it up. We truly appreciate your understanding on this. Regarding the dress you ordered — the Vibrant Poise Green Floral Print Puff Sleeve Mini Dress — please kindly note that the belt is included as part of the design. On our product page, we have clearly displayed photos of the dress both with and without the belt for customers to compare before purchasing. We understand that everyone has different preferences, and we sincerely respect your choice not to like the style. As for the return process, we have already sent you the detailed return address through three different email accounts. Could you please check your inbox (and spam folder) to see if our replies have arrived? Once you ship the return, we kindly ask that you provide us with the return tracking number and the name of the shipping carrier, so we can follow up on your return accordingly. Upon receiving your returned items and verifying that they comply with our returnable conditions (new, unworn, unwashed, and unaltered merchandise with all original internal garment tags), we will promptly initiate a 100% refund. We truly regret that your experience did not meet your expectations, and we are here to help. Please don't hesitate to reach out if you need further assistance. Warm regards, Lea Sunfere Support Team

Dear Emma, Thank you for your feedback, and we are truly sorry for the disappointment and frustration this situation has caused you. We completely understand how upsetting this must be, especially knowing this was meant to be a birthday gift. Please accept our sincere apologies. The dress you ordered is a backorder item, which does require a bit of extra processing time after the order is placed. However, we fully respect your decision, and we have now processed a full refund for your order (SF20243189944) as you requested. The refund will go back to your original payment method. We have also sent a detailed refund confirmation to your email for your reference. Regarding the email delivery issue you mentioned — we are truly sorry that your emails did not reach us. We had fixed this problem before, but we would greatly appreciate it if you could kindly share which email address you wrote to, along with a screenshot of the undeliverable message. This will help us double‑check and make sure everything is working properly on our end. Once again, we are very sorry for letting you down on such an important occasion. Please don't hesitate to reach out if there's anything else we can do for you. Warm regards, Charlotte Sunfere Support Team

Hi Hilliam 🌸 Thank you so much for this beautiful review — it really means a lot to us 💛 We’re so happy to hear that Sunfere has become a brand you can count on for occasion wear. “Effortlessly chic, timeless, and flattering” is such a lovely way to describe the pieces, and reading that honestly made us smile ✨ Your support encourages us to keep bringing fresh styles that feel special but still easy to wear. We’re so grateful to have you with us and can’t wait to share more new collections you’ll love 💕 Warmly, Joe sunfere Support Team 💖

Hello June, Thank you for sharing your feedback, and we are truly sorry that your experience did not meet your expectations. Regarding the packaging, we have checked the Proof of Delivery provided by the shipping carrier, which shows that the package was delivered in good condition. We also want to kindly clarify that our brand has never positioned itself as "high class." We focus mainly on everyday dresses and occasionwear. Many of our orders are shipped in protective bags rather than boxes — this helps us keep costs down so that customers don't have to bear higher shipping fees. We do use three layers of protective packaging to ensure the items are well-protected during transit. We are sorry that the condition of your item upon arrival was not as you had hoped. Regarding the color difference, slight variations may happen depending on lighting conditions, camera settings, and viewing environments. You may also find photos shared by other customers in the review section, which can sometimes provide additional real-life reference for how the item looks under different conditions. We are truly sorry that the product did not match your expectations. If you are unhappy with the item, please note that returns and exchanges can be requested within 15 days after delivery according to our return policy, and our team will be happy to assist. Thank you again for your feedback — comments like yours help us continue improving. Best regards, Lea Sunfere Support Team

Hello Vi, Thank you for your feedback, and we are truly sorry for the disappointing experience you've had with the dress. We sincerely apologize that the zip was broken — this is not the quality we strive to deliver, and we completely understand your frustration. If possible, could you kindly send us a short video showing the issue via email? After verification, we will arrange a replacement or issue a refund as appropriate. We truly appreciate your patience and understanding, and we are here to help resolve this for you. Warm regards, Charlotte Sunfere Support Team

Hello Natasha, Thank you for your feedback, and we sincerely apologize for any frustration this situation has caused you. Please allow us to kindly clarify the situation. On May 14, when we provided you with the return address, we clearly requested that you share the return tracking number as soon as you shipped the items back. This is also stated in our return policy, as it allows us to track the return and process the refund in a timely manner. Without a tracking number, our warehouse is unable to identify your return among the many packages we receive daily. We received your return tracking number (MZ493928520GB) on May 21, and only then were we able to confirm that you had sent the package back. Your understanding will be highly appreciated. On May 22, we initiated a full refund for you. The refund will be returned to your original payment method. We have also attached the estimated refund arrival time for each payment method in our email to you. Please note that the exact timing depends on your issuing bank. For any future returns, we would greatly appreciate it if you could kindly provide the return tracking number as soon as the package has been shipped. This will allow us to track your return in a timely manner and assist you more efficiently. Warm regards, Lea Sunfere Support Team

Hello Paige, We sincerely apologize for the delayed response and completely understand your disappointment, especially since you were hoping to receive the dresses in time for a wedding. Due to a recent holiday period and a large backlog of emails afterward, our response times have unfortunately been slower than usual. We are truly sorry for the inconvenience caused. After checking your order, we noticed that 2 out of the 3 dresses you ordered were backorder items, which required additional preparation time before shipment. This is why the order was not ready to dispatch until today. At the same time, we also noticed that you have already initiated a chargeback with your bank. Since your order has not been delivered and we understand that you no longer wish to wait, we will accept the chargeback. Once the chargeback is opened, the transaction becomes frozen, so we are unable to process a direct refund ourselves. The full refund will be handled through your bank’s review process. We are sorry that we were unable to meet your expectations this time and sincerely apologize for the inconvenience and disappointment caused. Best regards, Lea Sunfere Support Team

Hello Karen, Thank you for sharing your experience, and we are truly sorry for the frustration and inconvenience caused. According to our records, on May 13, you mentioned that you liked the dress very much, but hoped to exchange it for size XL. We then sent you the detailed exchange instructions on May 15. We would also like to kindly explain that our system processes inquiries based on the latest email timestamp. When multiple emails are sent regarding the same issue, the conversation may unfortunately move to the end of the queue again, which can result in delays in our replies. We completely understand how frustrating this may feel, but please rest assured that we were never refusing to provide the return details. To make sure our response could reach you successfully, we also sent the detailed return and exchange instructions through three different email addresses. Once we receive your returned item and confirm that it meets the return conditions (new, unworn, unwashed, unaltered, and with all original tags attached), we will promptly arrange the exchange or refund for you accordingly. We sincerely apologize again for the inconvenience caused and truly appreciate your patience and understanding. Best regards, Lea Sunfere Support Team

Hello Katie, We sincerely apologize for the delay in processing your refund. Please kindly note that our team was on holiday during the first week of May, which unfortunately affected and delayed the handling of returns and refunds. We would like to let you know that today we have successfully processed the refund for the 2 returned dresses from order SF20243169850. The refund will be returned to your original payment method. We have also sent you the refund confirmation screenshot via email for your reference. If you have any questions regarding the refund status, please feel free to contact us anytime. We sincerely apologize again for the inconvenience caused and greatly appreciate your understanding. Best regards, Lea Sunfere Support Team

Hello Humaira, We sincerely apologize for the delayed replies and for the frustration caused by your recent experience. Please kindly understand that we are not avoiding your return or refund request. The delayed response was mainly caused by the following reasons: （1）Due to the recent holiday period, temporary staff shortages, and the weekend rush, we are currently handling a large backlog of emails. Our team has been working hard to reply to all customers as quickly as possible. （2）We noticed that after your email on May 15, another email was sent on May 18. Since our system updates the queue based on the latest reply time, the conversation was pushed back in line again, which unfortunately caused a further delay in our response. The detailed return address and return instructions have already been sent to you previously. Could you please kindly check our latest email reply, including your spam/junk folder if necessary? Once we receive your returned item(s) and confirm the items are in good condition, we will proceed with the refund accordingly. Once again, we sincerely apologize for the inconvenience and delayed communication. We truly appreciate your patience and understanding. Best regards, Lea Sunfere Support Team

Dear Giedre, Thank you for your message, and we sincerely apologize for the delayed reply. Please kindly note that the dress you ordered was listed as a backorder item, which requires additional waiting time after purchase before shipment. Your order was just shipped today. However, if you would still prefer to cancel the order, please kindly reply to our email, and we will arrange a full refund for you immediately. We would also like to sincerely apologize for the slow communication recently. Due to the recent holiday period, a large backlog of emails has accumulated, and we are currently short-staffed, which has unfortunately affected our response time. We truly apologize for the inconvenience caused and appreciate your patience and understanding. Best regards, Lea Sunfere Support Team

Dear Adenike, We’re really sorry you’ve had to come back here just to get a reply — we completely understand how upsetting and exhausting that feels, and we truly regret the stress this has caused you. We also worry that our previous reply may have ended up in your Spam/Junk folder, which would make this whole situation even more frustrating — we’re so sorry. We genuinely want to help you cancel the order and arrange the refund, but we’re a bit stuck right now because we still can’t locate an order that matches the limited details shown on Trustpilot. With the information currently visible to us here, it’s very difficult to find your order accurately. If you’re comfortable, could you please update your order number and the email you used at checkout (and the name used for the order, if possible) in this post? As soon as we have those details, we’ll verify your order immediately and move forward with the cancellation and refund as quickly as we can. Best regards, Joe sunfere Support Team

Hi Ivana 🌸 Thank you so much for sharing your experience with us — we really appreciate your honesty 😊 We completely understand why mixed reviews could make you feel unsure, especially when ordering a dress online for the first time. We’re glad our support team could respond as soon as possible after the weekend and help cancel your order smoothly. It’s also great to hear that your refund has already been received. Thank you for recognizing our customer service, even though you didn’t continue with the order this time 💛 We hope we’ll have the chance to give you a more confident and comfortable shopping experience in the future. Warmly, Joe sunfere Support Team 💕