Refund policy

The short version

You should not have to gamble on a pair of boots. If what arrives is not something you can live in, write to us and we will put it right, most often by getting you into the size that actually suits your foot.

You have 30 days from the day the box lands on your doorstep. One email starts everything: cs@sunayla.com, your order number, and a plain description of what feels wrong. A person reads it. We aim to write back inside one business day.

Worth knowing before you buy, not after

Two different things happen depending on what went wrong, and we would rather you knew now:

A pair that turns up faulty or damaged comes back to you as money, or as a replacement pair, whichever you ask for.
A change of heart comes back as store credit covering every dollar that item cost you, not as money.

Nobody enjoys discovering that at the worst moment. Now you have it at the best one.

When the size is off

This is the most common one, and the easiest.

Every order includes one size exchange, two sizes larger or two sizes smaller. Where Return & Exchange Protection was bought with the order, we settle the carriage on the pair coming back and the pair going out; where it was not, that carriage falls to you. The exchange itself stands open to you regardless. Name the size you are holding and the exact spot it fails you (pinching across the top of the foot, heel lifting, toes hitting the end), and we will work out which size to send before anything is made. Since each pair is built only once it has been ordered, ten minutes spent on measurements beats a second wrong box.

A second swap on that same order carries a fee. Ask and we will quote it before you commit.

When something is wrong with the pair itself

Send a photo showing the problem, along with your order number. Choose a refund or a fresh pair and we act on it. How much the boots have been worn makes no difference here: a fault is a fault.

When you simply changed your mind

It happens. Inside the 30 days, and as long as the boots are unworn, we issue store credit worth everything that item cost you. It arrives as a code in your inbox and works on any Edition we make. The postage back to us is yours, unless the order went to a United States address with Return & Exchange Protection on it.

Boots that have been outside cannot come back along this route.

Catching an order before it is made

Work usually begins within about a day of your order, so speed matters. Subject line: CANCEL, then your order number.

Caught before cutting begins: your money returns to the card or account you paid with, in full.
Caught later: store credit, and then only if the pair can still be lifted off the line.

If we need the boots back

Not every case does. When yours does, we email you the steps. Please wait for that message before posting anything, because a parcel that turns up unannounced is very hard to match to an order. The destination itself is no secret, and it is this.

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

The order number has to be visible on the packaging itself. A box that arrives without one cannot be traced back to anybody, so it simply waits where it lands until somebody works out who sent it.

European Union and United Kingdom

Ordering from the European Union or from the United Kingdom hands you one more right on top of everything above: fourteen days from delivery to cancel for any reason at all, with no explanation owed to anyone. Along that route the money always returns to the card or account you used, whatever the sections above say. Write to cs@sunayla.com and quote the order number.

What we cannot take back

Gift cards.
Anything raised once the 30-day window has closed (fourteen days where an EU or UK cancellation applies).
Change-of-mind pairs that have already been worn outdoors.

How long the money takes

Store credit: three to five business days, sent as a code to your email.
Card refunds: handled within ten business days. Your bank may want a few days more before it shows on a statement.