FAQ
WHERE ARE YOU BASED / DO YOU HAVE A PHYSICAL STORE?
We are based in the United Kingdom, but our products are sourced and shipped from multiple countries around the world to bring you the best quality and variety.
We do not have a physical store, as we are only based online.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally to most countries in Europe, The Americas, and Oceania.
Shipping costs will be calculated at checkout, and customers are responsible for any applicable customs taxes or import duties.
Your order will arrive within 5-25 days after shipping, and all orders are processed and shipped within 1-2 business days.
WHAT SIZES DO YOU OFFER?
We currently stock sizes from XS to 1XL, but this can vary between products. We are working on expanding our size offerings in the near future. Please also see our size guide at the bottom of the website.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once your order is placed, our team works quickly to pack and ship it within 24 hours, so we may not be able to update your shipping address. If you notice an error, please contact us immediately with your name and order number, and we'll do our best to make the change before your package is shipped.
Please note: We cannot guarantee address changes after your order has been processed or shipped, but we will do everything we can to assist you.
HOW LONG IS THE PROCESSING PERIOD?
Order processing typically takes 1-3 business days after your order is placed. While most packages are prepared within 24 hours, during busy periods, processing may take up to 3 business days. We appreciate your patience!
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships orders Monday to Friday, excluding major holidays. After you place your order, it will be shipped within 1-2 business days, and you'll receive an email with your tracking number shortly after.
For U.S. customers, we primarily use E-Packet, as well as for customers in countries/regions like Canada, Europe, the UK, Australia, New Zealand, and others. Delivery times vary depending on your location, with packages typically arriving within 5-25 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, it may be shipped in separate packages, which could arrive 1-2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
If any items in your order are out of stock, we will notify you via email with an updated shipping estimate. If the items are not expected to be restocked within 2 weeks, we will automatically issue a refund for those items.
HOW CAN I TRACK MY ORDER?
You will receive an email with tracking information once your order has shipped. If you don’t receive this email or have any other questions, please don’t hesitate to contact us.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any items in your order are missing or damaged, please reach out to us right away, and we’ll work quickly to resolve the issue. We offer a 30-day Money Back Guarantee from the date of delivery, so be sure to contact us within that time frame. For assistance, simply use the "Contact Us" tab or email us at contact@sunsetharbor.com.
DO YOU OFFER ANY DISCOUNTS OR PROMOTIONS?
We offer various discounts throughout the year through sales and discount codes, which are provided via our mailing list.
WHERE CAN I FIND YOUR STORE POLICIES?
All our policies and additional information can be found in the footer of our website.
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and aim to respond as promptly as possible. We typically reply within 24 hours of receiving a message or email.
If you have any further questions, feel free to email us at contact@sunset-harbor.com, and we'll get back to you as quickly as possible.