Frequently Asked Questions (FAQ)

Where are you based? Do you have a physical store?

We are based in the United Kingdom. Our products are sourced and shipped from trusted suppliers in various countries to ensure good quality and variety. At this time, we operate exclusively online and do not have a physical store.

Do you ship internationally?

Yes. We ship to most countries in Europe, the Americas, and Oceania.

  • Shipping Costs: Calculated at checkout.

  • Customs & Duties: Customers are responsible for any applicable customs taxes or import duties.

  • Delivery Time: Typically 5–25 business days after dispatch.

  • Processing Time: Orders are usually processed within 1–2 business days.

What sizes do you offer?

We currently stock sizes from XS to 1XL, though availability can vary by product. Please refer to our Size Guide (link in website footer) for detailed measurements. We are working to expand our size range in the future.

Can I change my shipping address after placing an order?

We begin packing within 24 hours, so changes are not always possible. If you notice an error, contact us immediately with your name and order number. Once the order has been processed or shipped, address changes cannot be made.

How long does order processing take?

Orders are typically processed within 1–3 business days. Most are prepared within 24 hours, but during busy periods it may take up to 3 business days.

General Shipping Information

  • Processing: Monday to Friday, excluding major holidays.

  • Shipping Times:

    • USA: 5–25 business days via E-Packet

    • Canada, Europe, UK, Australia, New Zealand: Varies by location

  • Tracking: Sent by email once your order has shipped.

  • Split Shipments: Large orders may be sent in multiple packages, arriving 1–2 business days apart.

What if an item is out of stock or backordered?

If an item is out of stock, we’ll email you with an updated shipping estimate. If restocking will take more than 2 weeks, we’ll automatically refund that item.

How can I track my order?

You’ll receive tracking details by email after your order ships. If you haven’t received this or have questions, contact us via our Contact Us page or email contact@sunset-harbor.com.

What should I do if my order is missing items or damaged?

Contact us immediately. Our 30-Day Money Back Guarantee means you can get assistance within 30 days of delivery for missing or damaged items.

Do you offer discounts or promotions?

Yes, we run promotions throughout the year. Join our mailing list to be notified of sales and special offers.

Where can I find your store policies?

You can find all policies — including returns, refunds, and shipping — in the footer of our website.

How quickly do you respond to inquiries?

We aim to reply to all messages and emails within 24 hours, in the order they are received.

Still have questions?
Email us at contact@sunset-harbor.com — we’ll be happy to help.