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.

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	A swap, free, once per order
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 free size exchange, and it stretches two sizes up or two sizes down.

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.

A second change of size on the same order is chargeable. Ask first — you will have the figure in writing before you decide anything.

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.

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.

Do not post anything back yet

Plenty of cases never need the boots returned at all. Where yours does, we will write to you with the address and with exactly what to do. Please hold until that email arrives: a parcel landing here unannounced is close to impossible to pair with the right order, and that helps neither of us.

There is a postal address published for correspondence on our contact page. It is not somewhere to send boots. Nothing should travel back to us for an exchange, a replacement or a refund until our email reaches you first.

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.