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FAQs
I forgot my password. How do I reset it?
Select “Forgot Password” on the login page and enter your email address. A reset link will be sent to you.
Why can’t I log in even with the correct password?
Please check that your email and password are entered correctly, including any capitalisation. If you’re still unable to access your account, you can reset your password using the “Forgot Password” option.
What if I don’t receive an OTP due to poor network connectivity?
If you don’t receive an OTP, please wait a moment and try again. A stable connection is required for delivery
How do I update my personal information?
You can update your details at any time by logging into your account and navigating to “My Account.”
Is my personal and payment information secure?
Yes. All personal and payment information is handled securely using encrypted systems.
How do I change my password?
Log in to your account, go to “My Account,” and follow the steps to update your password.
How do I add or edit a shipping address?
Shipping details can be added or updated within “My Account.”
How long do I have to return an item for a refund?
Returns must be requested within 14 days of delivery.
Which items are not eligible for a return or refund?
Made-to-order, bespoke, or customised pieces are not eligible for return unless faulty.
How do I request a return or refund?
To request a return, please contact us at info@sunstories.co with your order details. We will guide you through the next steps.
I don't have an account/I checked out as a guest. How can I start a return?
You can request a return by contacting us at info@sunstories.co with your order number and details. An account is not required.
How long does it take to process a refund?
Refunds are processed within 7–10 working days once the returned item has been received and inspected.
How will I be notified about the status of my refund?
We’ll confirm by email once your return has been received and your refund processed.
Where will my refund be issued?
Refunds are issued to the original payment method used at checkout.
When will my order be dispatched?
Each piece is prepared to order or produced in small batches. Orders are typically dispatched within 10–14 working days.
Are all items made to order?
Many of our pieces are produced in limited batches or prepared to order. Availability may vary, and this is reflected in our dispatch timelines.
Can I request a faster delivery?
If you require an item by a specific date, please contact us before placing your order. We will advise if this can be accommodated.
How will I know when my order has been shipped?
You will receive a confirmation email with tracking details once your order has been dispatched.
Can I cancel my order?
Orders may be cancelled within 24 hours, provided they have not yet been dispatched.
Can I cancel a made-to-order or bespoke item?
Made-to-order or bespoke items may only be cancelled within 48 hours of purchase. Once production has begun, cancellation is not possible.
Can I change my order after placing it?
If you need to make a change, please contact us as soon as possible. We will do our best to accommodate your request if the order has not yet been processed.
What happens if my order has already been dispatched?
Once an order has been dispatched, it cannot be cancelled. If eligible, it may be returned in line with our Returns Policy.
Can I track my order?
Yes, tracking details will be provided via email once your order has been shipped.
What happens if part of my order is delayed?
Orders containing items with different lead times may be shipped separately. You will be notified if this applies.
What payment methods do you accept?
We accept all major card providers, along with PayPal.
What currencies do you accept?
All prices are set in GBP. You may view prices in your local currency by adjusting your settings, though payments are processed in GBP.
Are taxes included in the price?
Prices include UK VAT, which is calculated and shown at checkout.
When will I be charged for my order?
Payment is taken in full at the time of checkout.
Is my payment information secure?
Yes. All payments are processed securely via Stripe and PayPal. We do not store your card details.
What should I do if my payment fails?
If your payment is unsuccessful, please try again using an alternative method or contact your bank. If the issue continues, feel free to contact us.
Do you offer payment plans or instalments?
We do not currently offer instalment payment options.
Can I pay by invoice?
Invoice payments are available for trade and custom orders. Please contact us to arrange this.
Do you accept gift cards or promotional codes?
We do not currently offer gift cards or promotional codes.
Where do you ship to?
We offer shipping within the UK and internationally.
How long will it take to receive my order?
Each piece is prepared to order or produced in small batches. Dispatch typically occurs within 10–14 working days, followed by delivery depending on your location.
How long does delivery take once dispatched?
- UK: Typically 2–4 working days
- International: Delivery times vary depending on destination and customs clearance
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order size.
Will I receive tracking information?
Yes, you will receive a confirmation email with tracking details once your order has been dispatched.
Do you ship internationally?
Yes, we ship internationally. Delivery times and costs vary depending on the destination.
Will I need to pay customs or import duties?
For international orders, customs duties, import taxes, and local VAT are the responsibility of the customer.
What happens if I’m not available to receive my delivery?
If a delivery attempt is unsuccessful, the courier will usually reattempt delivery or provide instructions for collection.
FAQs
How long do I have to return an item for a refund?
Returns must be requested within 14 days of delivery.
Which items are not eligible for a return or refund?
Made-to-order, bespoke, or customised pieces are not eligible for return unless faulty.
How do I request a return or refund?
To request a return, please contact us at info@sunstories.co with your order details. We will guide you through the next steps.
I don't have an account/I checked out as a guest. How can I start a return?
You can request a return by contacting us at info@sunstories.co with your order number and details. An account is not required.
How long does it take to process a refund?
Refunds are processed within 7–10 working days once the returned item has been received and inspected.
How will I be notified about the status of my refund?
We’ll confirm by email once your return has been received and your refund processed.
Where will my refund be issued?
Refunds are issued to the original payment method used at checkout.
I forgot my password. How do I reset it?
Select “Forgot Password” on the login page and enter your email address. A reset link will be sent to you.
Why can’t I log in even with the correct password?
Please check that your email and password are entered correctly, including any capitalisation. If you’re still unable to access your account, you can reset your password using the “Forgot Password” option.
What if I don’t receive an OTP due to poor network connectivity?
If you don’t receive an OTP, please wait a moment and try again. A stable connection is required for delivery
How do I update my personal information?
You can update your details at any time by logging into your account and navigating to “My Account.”
Is my personal and payment information secure?
Yes. All personal and payment information is handled securely using encrypted systems.
How do I change my password?
Log in to your account, go to “My Account,” and follow the steps to update your password.
How do I add or edit a shipping address?
Shipping details can be added or updated within “My Account.”
When will my order be dispatched?
Each piece is prepared to order or produced in small batches. Orders are typically dispatched within 10–14 working days.
Are all items made to order?
Many of our pieces are produced in limited batches or prepared to order. Availability may vary, and this is reflected in our dispatch timelines.
Can I request a faster delivery?
If you require an item by a specific date, please contact us before placing your order. We will advise if this can be accommodated.
How will I know when my order has been shipped?
You will receive a confirmation email with tracking details once your order has been dispatched.
Can I cancel my order?
Orders may be cancelled within 24 hours, provided they have not yet been dispatched.
Can I cancel a made-to-order or bespoke item?
Made-to-order or bespoke items may only be cancelled within 48 hours of purchase. Once production has begun, cancellation is not possible.
Can I change my order after placing it?
If you need to make a change, please contact us as soon as possible. We will do our best to accommodate your request if the order has not yet been processed.
What happens if my order has already been dispatched?
Once an order has been dispatched, it cannot be cancelled. If eligible, it may be returned in line with our Returns Policy.
Can I track my order?
Yes, tracking details will be provided via email once your order has been shipped.
What happens if part of my order is delayed?
Orders containing items with different lead times may be shipped separately. You will be notified if this applies.
What payment methods do you accept?
We accept all major card providers, along with PayPal.
What currencies do you accept?
All prices are set in GBP. You may view prices in your local currency by adjusting your settings, though payments are processed in GBP.
Are taxes included in the price?
Prices include UK VAT, which is calculated and shown at checkout.
When will I be charged for my order?
Payment is taken in full at the time of checkout.
Is my payment information secure?
Yes. All payments are processed securely via Stripe and PayPal. We do not store your card details.
What should I do if my payment fails?
If your payment is unsuccessful, please try again using an alternative method or contact your bank. If the issue continues, feel free to contact us.
Do you offer payment plans or instalments?
We do not currently offer instalment payment options.
Can I pay by invoice?
Invoice payments are available for trade and custom orders. Please contact us to arrange this.
Do you accept gift cards or promotional codes?
We do not currently offer gift cards or promotional codes.
Where do you ship to?
We offer shipping within the UK and internationally.
How long will it take to receive my order?
Each piece is prepared to order or produced in small batches. Dispatch typically occurs within 10–14 working days, followed by delivery depending on your location.
How long does delivery take once dispatched?
- UK: Typically 2–4 working days
- International: Delivery times vary depending on destination and customs clearance
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order size.
Will I receive tracking information?
Yes, you will receive a confirmation email with tracking details once your order has been dispatched.
Do you ship internationally?
Yes, we ship internationally. Delivery times and costs vary depending on the destination.
Will I need to pay customs or import duties?
For international orders, customs duties, import taxes, and local VAT are the responsibility of the customer.
What happens if I’m not available to receive my delivery?
If a delivery attempt is unsuccessful, the courier will usually reattempt delivery or provide instructions for collection.
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