Want an order stopped? Do this first, read after.
Mail cs@sunayla.com. Subject line: the word CANCEL, then the order number. No further detail is needed in that first message — you can explain later if you feel like it. Every one of them gets a reply.
Why the hurry
Nothing here is lifted off a rack. Your pair gets made because you asked for it, and cutting tends to begin roughly a day after checkout. Before that point, stopping an order is trivial. After it, your boots physically exist somewhere in the world, and the answer changes.
The two outcomes
- Caught before production starts. The order is voided and every cent travels back by the same route it came in. Nothing withheld, no handling charge.
- Caught after production starts. Store credit for the full value — and only where your pair can still be taken off the line. A boot that is finished and boxed cannot be un-made.
If we cannot stop it in time
Then the boots travel to you and the 30-day window on Return & Refund picks up where this page leaves off. Unworn and unwanted: credit. Faulty: money or a replacement, your call. Wrong size: one free swap per order. Missing the cancellation clock costs you none of that.
When the cancelling runs the other way
Now and then it is us doing the stopping. An order can be turned down at our end, and we may limit the quantity heading to any one buyer or any one address. Should we halt an order that is already paid, you are made whole — full value, back the way it arrived.
A separate right for the EU and the UK
Layered over the rules above sits a statutory right of withdrawal: fourteen days after delivery, exercised for whatever reason you like, or for none. That route always settles in money rather than credit, whatever this page says elsewhere. Same inbox, same subject line, order number included.
Before you cancel over a delivery date
Plenty of cancellations are really impatience wearing a disguise, so it is worth checking the real numbers first: making a pair takes 5–10 business days, transit adds a country-dependent stretch on top, and the two together usually mean two to five weeks. The full breakdown lives on Shipping & Delivery. If the arithmetic still does not work for your date, cancel with our blessing.
Ask anything
cs@sunayla.com, order number included. Someone reads it the same day as a rule, and will tell you straight which side of the line your order has landed on.