FAQ's
We would recommend checking our FAQ's section before contacting us. Commonly asked questions are answered below. Of course, we're more than happy to answer any additional questions you have. You can contact our team at [email protected].
PLACING YOUR ORDER
Do I need to create an account to place an order?
No, you may checkout as a “Guest” by selecting the option at the checkout. By creating an account, we can speed up the checkout process for you on subsequent visits. Each time you return to the store and log in, your details are retrieved, removing the need to re-type billing and delivery addresses.
By creating an account will you pass my details to other companies?
Certainly not. Goldney Ltd will not share, rent or sell your details to any other company. You can find out further details on how we use your personal information in our Privacy Policy.
Does registering with Sunuva mean you will send me marketing information?
No. By registering with Sunuva, you are simply creating an account. As part of the registration process you can choose to subscribe to our email newsletters to hear about specials offers and news. If at any time you wish to change your preferences, you can do so by logging in with your username and password and accessing the "Account" section of our site. You can also unsubscribe from our email newsletters by clicking the "unsubscribe" link at the bottom of each communication.
What do I do if my login doesn't work?
Firstly, be sure that you are using the correct email address and password. If you cannot remember your password, please follow the password reset steps. If you still have problems logging in, you can contact our customer care team at [email protected].
What do I do if I have forgotten my password?
If you've forgotten your password, you can simply click the "Forgot your password" button on the log-in screen here.
Why has my payment been declined?
If for any reason your payment is declined, we recommend contacting your bank or card issuer for further information.
Is your website secure?
We employ numerous methods to ensure that our website offers very high levels of security. All our payments and associated payment information is handled through Stripe™, as such Goldney Ltd do not handle your payment information. Stripe™ adopts industry standard security methods such as SSL encryption to protect your personal information.
How can I pay for my order?
We accept all forms of Visa, Mastercard/Maestro, American Express, Paypal, Apple Pay and Google Pay. For international orders, local payment methods may be available, please see at checkout.
Do you deliver to my country?
Sunuva can deliver to all countries worldwide. We partner with international carriers who ensure the greatest worldwide coverage. If you would like further information on transit times to your chosen delivery destination please contact our team at [email protected].
What are the costs of shipping?
For more information on delivery charges, please visit the delivery page of our help section.
Can I order from outside the UK?
Yes, we encourage orders from anywhere in the world. Please remember if you are outside of the UK your order may be subject to local duty and tax charges for your country.
Will I be charged customs, import duty and taxes?
In the UK, Children's clothing is zero rated for VAT. Our adult and accessory ranges are subject to VAT at the standard rate.Please note all prices on the Sunuva.com website are inclusive of VAT, taxes and duties.
What are the tax rates outside of the UK?
Duty and tax rates vary from country to country, and are determined by local customs authorities. Please contact your local customs authorities for further information.Please note all prices on the Sunuva.com website are exclusive of VAT, taxes and duties.
How do I use a discount code?
Discount codes can be entered at the basket stage. You will find a box in the lower portion of the screen. Please remember to enter your code carefully, and to click the "Apply" button. You should now see that the relevant discount has been applied to your basket. If the code does not work, please check you have entered it correctly, and please note that promo codes are case sensitive. Please also check the expiry date of the discount code. If you need help with discount codes, please contact [email protected].
AFTER YOU’VE ORDERED
Can I cancel an entire order?
If you wish to cancel an order you need to notify us as soon as the order has been placed. If your order has been despatched, please follow our returns procedure for an exchange or refund. You can notify our customer care team that you wish to cancel your order at [email protected].
Can I make any changes to my order?
If you need to make any changes to your order, please contact us as soon as you have placed your order via [email protected].
How do I track my order?
Once your order is despatched you will receive an email confirmation containing a tracking number. To track your order please visit www.royalmail.com/track-trace for Royal Mail deliveries or www.dhl.co.uk/en/express/tracking for DHL deliveries.
What if my order tracking doesn't work?
If your order tracking number doesn't work, please ensure you are entering the information correctly. We recommend waiting at least 12 hours before trying to track your parcel, as there is often a slight delay on our carriers’ tracking systems. If after 24 hours you still cannot track your parcel, please contact customer care team via [email protected].
I was contacted by a courier to pay Duties and Taxes on my delivery but I refused, what happens now?
We give all non-UK customers the opportunity to pay the duties and taxes at checkout. If you opted out and have been contacted by our courier to pay these charges prior to delivery, but have refused the pay, then your order will be returned to us. This process can take up to 4 weeks due to the processed involved in reversing the shipment due to non- payment of charges. Once your order is returned, your order will be refunded minus any delivery charges incurred in the shipping of your order
What is your returns policy?
Our returns policy can be read here.
PRODUCTS & SIZING
Do you still make a certain style?
If you are looking for a certain product, it may sometimes be easier to search on our online store. You can perform a product search by using the search box which always appears in the top right portion of the screen. If for any reason you cannot find the garment you are looking for, please contact our customer care team at [email protected]. In some instances, it may be that the desired product is out of stock or has been discontinued.
What sizes do you offer?
Generally, our products are offered from 6-12 Months to 13-14 Years for our childrenswear styles. Our women's styles are offered in XS, S, M. For detailed information on sizing, please click the "Size Chart" link on any product page. If you require further information, please contact our customer care team at [email protected].
Do your products fit true to size?
During the development process, our garments go through numerous fitting processes to ensure they fit true to a national average UK size. For example, our 9-10 size should fit a 10-year-old child, whilst offering a slightly roomier fit for a 9 year old child.
How true to life are the on-screen colours of your products?
Due to the unlimited combinations of screen types, graphics adapters and software settings, it is difficult to ensure you are seeing our products in a true light. We employ many methods to ensure our on-screen garment colours look as vibrant, rich and as true to life as possible. If for any reason you are unhappy with your products, you may simply take advantage of our no-hassle returns service.
I have seen a certain style in a magazine/on a blog/on social media but don't know the style name, can you help?
Yes, if you contact our customer care team at [email protected] they will gladly be of service.
STOCKIST INFORMATION
I’ve bought a garment from a Sunuva stockist, can I return this item directly to you?
Please return your unwanted garments directly to the stockist where you bought the goods from with the orIginal proof of purchase. It is at the stockist's discretion to refund or exchange these items in line with their terms and conditions.
Where is my nearest Sunuva stockist?
You can find you nearest stockist by using Find Us In Store. When you are unable to visit a local retailer, we recommend shopping online for the widest choice of styles and sizes.
Which styles does my local stockist carry?
The number of styles each stockist carries vary greatly. We would recommend contacting the stockist directly. The contact details for all our stockists are listed on Find Us In Store.
MAILING LIST AND COMMUNICATIONS
How can I subscribe from Sunuva email newsletters?
You can subscribe to Sunuva email newsletters by simply entering your email address into the box provided at the bottom of each page of our online webstore.
Where else can I find out about Sunuva news and products?
Sunuva are present online through Facebook, Twitter, Pinterest, and also via our Sunuva News. We'd love for you to get in touch, share your holiday snaps and share your thoughts with our online community.
How can I un-subscribe to Sunuva emails?
You can unsubscribe from our email newsletters by clicking the "unsubscribe" link at the bottom of our emails. You cannot unsubscribe from our transactional emails, as these form an important part of the sales process. Alternatively, you can contact our customer care team at [email protected].
PLACING YOUR ORDER
Do I need to create an account to place an order?
No, you may checkout as a “Guest” by selecting the option at the checkout. By creating an account, we can speed up the checkout process for you on subsequent visits. Each time you return to the store and log in, your details are retrieved, removing the need to re-type billing and delivery addresses.
By creating an account will you pass my details to other companies?
Certainly not. Goldney Ltd will not share, rent or sell your details to any other company. You can find out further details on how we use your personal information in our Privacy Policy.
Does registering with Sunuva mean you will send me marketing information?
No. By registering with Sunuva, you are simply creating an account. As part of the registration process you can choose to subscribe to our email newsletters to hear about specials offers and news. If at any time you wish to change your preferences, you can do so by logging in with your username and password and accessing the "Account" section of our site. You can also unsubscribe from our email newsletters by clicking the "unsubscribe" link at the bottom of each communication.
What do I do if my login doesn't work?
Firstly, be sure that you are using the correct email address and password. If you cannot remember your password, please follow the password reset steps. If you still have problems logging in, you can contact our customer care team at [email protected].
What do I do if I have forgotten my password?
If you've forgotten your password, you can simply click the "Forgot your password" button on the log-in screen here.
Why has my payment been declined?
If for any reason your payment is declined, we recommend contacting your bank or card issuer for further information.
Is your website secure?
We employ numerous methods to ensure that our website offers very high levels of security. All our payments and associated payment information is handled through Stripe™, as such Goldney Ltd do not handle your payment information. Stripe™ adopts industry standard security methods such as SSL encryption to protect your personal information.
How can I pay for my order?
We accept all forms of Visa, Mastercard/Maestro, American Express, Paypal, Apple Pay and Google Pay. For international orders, local payment methods may be available, please see at checkout.
Do you deliver to my country?
Sunuva can deliver to all countries worldwide. We partner with international carriers who ensure the greatest worldwide coverage. If you would like further information on transit times to your chosen delivery destination please contact our team at [email protected].
What are the costs of shipping?
For more information on delivery charges, please visit the delivery page of our help section.
Can I order from outside the UK?
Yes, we encourage orders from anywhere in the world. Please remember if you are outside of the UK your order may be subject to local duty and tax charges for your country.
Will I be charged customs, import duty and taxes?
In the UK, Children's clothing is zero rated for VAT. Our adult and accessory ranges are subject to VAT at the standard rate.Please note all prices on the Sunuva.com website are inclusive of VAT, taxes and duties.
What are the tax rates outside of the UK?
Duty and tax rates vary from country to country, and are determined by local customs authorities. Please contact your local customs authorities for further information.Please note all prices on the Sunuva.com website are exclusive of VAT, taxes and duties.
How do I use a discount code?
Discount codes can be entered at the basket stage. You will find a box in the lower portion of the screen. Please remember to enter your code carefully, and to click the "Apply" button. You should now see that the relevant discount has been applied to your basket. If the code does not work, please check you have entered it correctly, and please note that promo codes are case sensitive. Please also check the expiry date of the discount code. If you need help with discount codes, please contact [email protected].
AFTER YOU’VE ORDERED
Can I cancel an entire order?
If you wish to cancel an order you need to notify us as soon as the order has been placed. If your order has been despatched, please follow our returns procedure for an exchange or refund. You can notify our customer care team that you wish to cancel your order at [email protected].
Can I make any changes to my order?
If you need to make any changes to your order, please contact us as soon as you have placed your order via [email protected].
How do I track my order?
Once your order is despatched you will receive an email confirmation containing a tracking number. To track your order please visit www.royalmail.com/track-trace for Royal Mail deliveries or www.dhl.co.uk/en/express/tracking for DHL deliveries.
What if my order tracking doesn't work?
If your order tracking number doesn't work, please ensure you are entering the information correctly. We recommend waiting at least 12 hours before trying to track your parcel, as there is often a slight delay on our carriers’ tracking systems. If after 24 hours you still cannot track your parcel, please contact customer care team via [email protected].
I was contacted by a courier to pay Duties and Taxes on my delivery but I refused, what happens now?
We give all non-UK customers the opportunity to pay the duties and taxes at checkout. If you opted out and have been contacted by our courier to pay these charges prior to delivery, but have refused the pay, then your order will be returned to us. This process can take up to 4 weeks due to the processed involved in reversing the shipment due to non- payment of charges. Once your order is returned, your order will be refunded minus any delivery charges incurred in the shipping of your order
What is your returns policy?
Our returns policy can be read here.
PRODUCTS & SIZING
Do you still make a certain style?
If you are looking for a certain product, it may sometimes be easier to search on our online store. You can perform a product search by using the search box which always appears in the top right portion of the screen. If for any reason you cannot find the garment you are looking for, please contact our customer care team at [email protected]. In some instances, it may be that the desired product is out of stock or has been discontinued.
What sizes do you offer?
Generally, our products are offered from 6-12 Months to 13-14 Years for our childrenswear styles. Our women's styles are offered in XS, S, M. For detailed information on sizing, please click the "Size Chart" link on any product page. If you require further information, please contact our customer care team at [email protected].
Do your products fit true to size?
During the development process, our garments go through numerous fitting processes to ensure they fit true to a national average UK size. For example, our 9-10 size should fit a 10-year-old child, whilst offering a slightly roomier fit for a 9 year old child.
How true to life are the on-screen colours of your products?
Due to the unlimited combinations of screen types, graphics adapters and software settings, it is difficult to ensure you are seeing our products in a true light. We employ many methods to ensure our on-screen garment colours look as vibrant, rich and as true to life as possible. If for any reason you are unhappy with your products, you may simply take advantage of our no-hassle returns service.
I have seen a certain style in a magazine/on a blog/on social media but don't know the style name, can you help?
Yes, if you contact our customer care team at [email protected] they will gladly be of service.
STOCKIST INFORMATION
I’ve bought a garment from a Sunuva stockist, can I return this item directly to you?
Please return your unwanted garments directly to the stockist where you bought the goods from with the orIginal proof of purchase. It is at the stockist's discretion to refund or exchange these items in line with their terms and conditions.
Where is my nearest Sunuva stockist?
You can find you nearest stockist by using Find Us In Store. When you are unable to visit a local retailer, we recommend shopping online for the widest choice of styles and sizes.
Which styles does my local stockist carry?
The number of styles each stockist carries vary greatly. We would recommend contacting the stockist directly. The contact details for all our stockists are listed on Find Us In Store.
MAILING LIST AND COMMUNICATIONS
How can I subscribe from Sunuva email newsletters?
You can subscribe to Sunuva email newsletters by simply entering your email address into the box provided at the bottom of each page of our online webstore.
Where else can I find out about Sunuva news and products?
Sunuva are present online through Facebook, Twitter, Pinterest, and also via our Sunuva News. We'd love for you to get in touch, share your holiday snaps and share your thoughts with our online community.
How can I un-subscribe to Sunuva emails?
You can unsubscribe from our email newsletters by clicking the "unsubscribe" link at the bottom of our emails. You cannot unsubscribe from our transactional emails, as these form an important part of the sales process. Alternatively, you can contact our customer care team at [email protected].
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