Your pair does not exist yet
When you check out, nothing gets picked and nothing gets packed. A printer lays your artwork onto the material, someone cuts the panels, someone assembles the boot. That is why a size is never gone at Sunayla — every design, every size, always orderable, because none of them are made in advance.
It is also the reason this takes longer than a parcel from a big-box retailer. Two waits sit back to back. We would rather you saw both of them clearly now, before you pay, than discover them later on a tracking page.
Wait one — the workshop
5–10 business days in the workshop, counted from the day your order lands. Artwork printed, panels cut, boot assembled, boxed, labelled. When that finishes your pair leaves the building and the second wait begins.
Wait two — the road
Everything below is counted from dispatch, not from checkout, and every figure is in business days — weekends and public holidays sit outside them.
| Where it is going | How long it travels |
|---|---|
| United States | 7–15 |
| United Kingdom | 10–18 |
| Canada | 10–20 |
| European Union | 10–20 |
| New Zealand and Australia | 10–20 |
| Everywhere else on the map | 15–25 |
Both waits together
Add the two and the usual span runs two to five weeks from the day you check out. Some orders beat that. A few sit at the far end of it. Neither means something has gone wrong.
Working backwards from a date
A wedding, a festival, a birthday, a trip you have been planning since spring. Count backwards from that date using the two windows above, then hand yourself a fortnight of slack on top. Ordering early has never once been the mistake.
What delivery costs
Your delivery charge is calculated at checkout from the address you enter, and the number is on screen before you hand over a card. What you approve there is what you are charged. No second charge from us turns up afterwards.
Duties and import charges
Whatever is payable up front is already inside your checkout total. Once a parcel crosses a border, though, your own customs authority may levy duty or tax of its own. The carrier collects that on their behalf, it never reaches us, and it falls outside what you paid Sunayla. Rates differ from country to country — your government's customs page is the honest place to check before ordering.
Your tracking number
The moment your box leaves, a tracking link goes to the email address on the order. Keep that message somewhere you can find it. It is the fastest route to an answer for both of us if anything ever looks strange.
If tracking goes quiet
Our threshold is 15 business days of no movement after dispatch. Reach that mark and write to us: we will push the carrier for an answer, or simply start your pair over again. You will not have to argue the case.
If the box turns up beaten
Take pictures of the outer box and of the boots inside it, within 48 hours of the delivery, and send them across. A replacement goes out and it costs you nothing. There is no need to post the damaged pair anywhere unless we specifically ask for it.
Read the address twice
Your street, your apartment number, your postcode — the shipping label is printed from those characters exactly as you typed them. While your pair is still being built we can still fix a wrong line or a missing unit number. Once it is in the carrier's hands, that door is shut. Spotted a mistake? Email straight away; speed is the whole game here.
Changed your mind before it ships?
That is a different conversation and it has its own page — see Cancellation Policy. If your boots have already arrived and something is not right, start at Return & Refund instead.
Someone is on the other end
Email cs@sunayla.com. Drop the order number into the first line and we can pull the record up immediately. No queue ticket to quote back at us, no phone menu that hangs up halfway through. Someone reads it and answers, usually before the day is out.