Return & Refund

What if these boots turn out wrong for me?

Then you write one email and we sort it. Nobody should have to gamble a week's pay on footwear bought from photographs, so here is the whole arrangement, laid out before you buy rather than after.

Our first move is never to take the money back and wave you off. It is to work out what actually went astray, the length, the room across the middle, sometimes the shape of the style itself, and to get you standing in a pair that works. Only when nothing in the shop can manage that does the full price you paid come back to you as credit, yours to spend whenever you like and on whatever you like.

The window is 30 days wide and it opens the day the box reaches you. One message to cs@sunayla.com does it: the order number, plus what is wrong put in your own words. It gets read by a human, not sorted by a machine, and we aim to have an answer with you inside one business day.

Three situations, three different answers

What went wrong	What comes back to you
The pair is faulty or arrived damaged	Your money, or a fresh pair, whichever you name
The size missed	One swap per order; postage ours with Return & Exchange Protection, yours without
You changed your mind	Credit to spend here, not cash

That right-hand column is the part most shops bury three clicks deep. You are getting it while it can still change your decision.

The size missed. Now what?

Most common of the three, and the easiest to put right. Every order carries one size exchange, and it stretches two sizes up or two sizes down. What decides the cost is whether Return & Exchange Protection went on with the order: with it, the postage in each direction is ours; without it, that postage is on your side of the table. The exchange is yours to use either way.

Name the size sitting on your foot right now and pinpoint the failure: clamped across the instep, heel lifting away with every step, longest toe hitting the wall. From that we settle the right size before a single panel is cut. Because nothing gets made until an order exists, ten quiet minutes with a tape measure beats any guess you could take. Every number you need is set out on the size chart.

A second change of size on the same order is chargeable, and that holds whether or not the cover was bought. Ask first: you will have the figure in writing before you decide anything.

How far Return & Exchange Protection reaches

On the size exchange it reaches wherever we ship: with it on the order, both journeys are ours. On a change of mind it pays the trip home for orders delivered to an address in the United States; anywhere else, that trip stays with you. It covers postage and nothing else: the exchange, the credit and the remedy for a faulty pair belong to every order without it.

The rest of this page belongs to you wherever you live. The thirty days, the swap on every order, money or a replacement when a pair is faulty, the full price back as credit when you change your mind: all of it stands. The one thing that shifts is who settles with the courier. Where the cover is absent there is no free leg, so both journeys sit with you. We price them, put the figure in writing, and you are entirely free to say no.

Something is genuinely wrong with the pair. Now what?

Send a photograph showing the problem and quote your order number. Then choose: money back, or a replacement built for you. How much wear the boots have already seen makes no difference to this route. A flaw is a flaw, whether you noticed it on day one or day twenty-nine.

I simply changed my mind. Now what?

It happens, and it is not a crime. Say so inside the 30 days with the boots still unworn, and we issue credit equal to the price that item cost you, to the cent. It reaches you by email, in the form of a code, and it spends on any Edition in the shop.

One limit worth stating plainly: a pair that has already been out on pavement cannot come back down this particular route.

What we will ask you for

All three routes share one deadline, thirty days from delivery, and one starting point, your order number. What differs is the small proof each needs.

A size that missed

The order number, so we can find the pair that was built.
The size currently on your foot, and the spot where it lets you down.
Nothing else. Unsure which way to jump? Describe the pinch or the slip, and the right number comes back to you before a thing moves.

A faulty or damaged pair

The order number.
A photograph with the flaw visible in it.
No condition test applies here. Worn or pristine, a defect qualifies.

A change of mind

The order number.
Boots unworn and unused, exactly as they came to you.
The credit matches the full sum that item cost you.

If the boots have to travel back

They need to reach us in the state they left us: unworn, unmarked, everything that came in the box still in it.

Every parcel is opened and looked over the moment it lands. The replacement goes into production, or the credit code is cut, once that look-over is passed, and not a step sooner.

Boots arriving with wear on them earn neither a swap nor credit, and they are not posted back out to you either. Once a parcel is with us that outcome cannot be undone, so please give the pair a careful look of your own before you seal the box.

The postage on that journey home is yours, unless the order carries Return & Exchange Protection: then it is ours on a size exchange wherever we ship, and on a change of mind when the order went to a United States address.

Write first, post second

A good number of these cases never need the boots back at all, so the first thing to send us is the email, not the parcel. Wait for our reply before anything is packed: it tells you whether the pair has to travel at all, and it carries the steps for your particular case.

Where it does have to travel, here is where it lands.

Sunayla returns, US warehouse
Kevin Mai
7303 Breen Dr, Suite D2
Houston, TX 77086
United States
Tel +1 832 298 5798

Write your order number on the outside of the box. Somewhere plain, in pen, where nobody has to hunt for it. A parcel that arrives with nothing on it to say whose it is cannot be matched to a customer, and nothing moves until it is matched: no replacement built, no credit cut. That one line of handwriting is what keeps your case going.

One address that is not for boots: the one on our contact page. That is the postal address of the company, and letters are all it is there for.

How long before the money moves?

Store credit: 3 to 5 business days. It reaches you by email, in the form of a code.
Card refunds: released inside 10 business days at our end. Some banks then take a few extra days to display it on a statement, which is their clock and not ours.

EU and UK buyers have one more option

There is an extra right in your pocket, stacked over everything written above: 14 days from the day it arrives to cancel, and no reason is owed to anybody. Down that route the refund lands back on whatever card or account paid for the order, no matter what the sections above say about credit. Mail cs@sunayla.com, quote the order number, and point at this paragraph.

What sits outside all of this

Gift cards.
Requests that arrive after day 30, or after day 14 for anyone using the withdrawal right described just above.
Change-of-mind pairs already worn outdoors.

Still in the first day or so?

If the order has only just gone through and you want it stopped altogether, do not use this page. Go to Cancellation Policy, because the clock there is measured in hours. Wondering where a parcel has got to instead? Shipping & Delivery has the timings.