Sunfere 

Reply from Sunfere

Oct 25, 2025

Hi Therese,

We’re truly sorry to hear that the dress didn’t meet your expectations, and we completely understand how disappointing that must have been. Please accept our sincerest apologies for the inconvenience caused throughout your return process. This is certainly not the kind of experience we wish for our customers.

We noticed that the situation may have seemed a bit complicated because your request initially started as a return inquiry, then involved different return options before confirmation. Our team needed to ensure that your preference was clearly confirmed before proceeding — not to delay the process, but to make sure everything was handled correctly for you. The different return options were designed to offer more flexibility for our customers, never to cause confusion or difficulty.

We can confirm that we provided detailed return instructions on August 26, and your return shipment was processed according to our standard refund procedure. Once your returned item is verified to be in good condition, a full refund will be issued back to your original payment method.

We truly value your patience and understanding during this process, and your feedback is greatly appreciated. It helps us improve and streamline our return and exchange procedures for a smoother experience in the future. Your understanding will be highly appreciated. 💕

Kind regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 25, 2025

Dear Alex,

We are truly sorry to hear that you were dissatisfied with your purchase, and we apologize for any inconvenience caused.

As mentioned on the product page, the fabric of the dress is clearly listed. We encourage customers to review the fabric composition before placing an order, especially if they have specific fabric preferences or allergies. If you do not like or are allergic to a particular fabric, we kindly suggest avoiding such items in the future.

Regarding the return process, we provided you with detailed return instructions on May 12. Since we do not have a return warehouse in the Middle East, sending the item back to Europe could be a more complicated and costly process. As an alternative, we offered you other solutions, and we are glad that one of them was acceptable to you.

If you have any further concerns or need additional assistance, please do not hesitate to reach out to us. We are here to help and want to ensure your satisfaction.

Kind regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 23, 2025

Dear Sonja,
Thank you for your feedback, and we sincerely apologize for any confusion.
We would like to clarify that your order was shipped in two separate packages. The first package was successfully delivered on February 19, 2025, and the second package was delivered on February 26, 2025. All tracking information for both packages was previously sent to you via email.

Regarding your return request, we have responded to all of your emails within 24 hours, and we have kept a record of our correspondence. Additionally, we provided you with the return instructions at the beginning of April, and we followed up several times. However, we have not received any response from you regarding the return.

Could you please confirm if you have returned any items? If so, kindly provide us with the tracking number for your return package so we can verify the status of the return.

We appreciate your understanding and cooperation, and we are here to assist you further.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Oct 23, 2025

Dear Jasmine,

Thank you so much for your kind words! 🌸 We're thrilled to hear that you loved the quality and style of your outfits. Your support means a lot to us, and we’ll keep doing our best to bring you even better pieces and experiences! 💕

Best regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 20, 2025

Dear Louise,

We’re truly sorry for the delay and any inconvenience this may have caused. Our customer service team wasn’t available over the weekend, but we resumed work on Monday, October 20, and immediately sent you the return address details via email. Could you please check your inbox (and your spam or junk folder just in case)? Once we receive your return and confirm the items are in good condition, we’ll issue a full refund to your original payment method right away.

Thank you so much for your understanding and patience.

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 20, 2025

Dear K,

Thank you so much for your kind words and for taking the time to share your positive experience! We're thrilled to hear that your order arrived promptly and that you were happy with the quality of the dresses. 😊

We truly appreciate your feedback, as it helps us continue to improve our service. Should you need anything in the future, don’t hesitate to reach out. We look forward to serving you again soon!

Best regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 20, 2025

Dear Bashair,

We are truly sorry to hear about the frustration you’ve experienced, and we understand your concerns. However, we would like to clarify the situation.

On October 10, we intercepted your order and contacted you to confirm whether you would like to cancel it or modify the sizes. On October 12, we received your response requesting that the two dresses be changed to size L, and we proceeded with your request on October 13 by modifying the sizes and shipping the items. We also sent you an email to confirm the changes.

It seems there may have been some miscommunication, and we kindly ask if you could please check your inbox for our confirmation email regarding the size change. We sincerely apologize if this has caused any confusion or inconvenience.

Your understanding and patience will be highly appreciated.

Best regards,
Joe
Sunfere Support Team

Reply from Sunfere

Oct 21, 2025

Dear Wafa,

Thank you for your feedback, and we sincerely apologize for the inconvenience you’ve experienced. We completely understand your frustration, and we want to assure you that we are here to assist you.

We have received your email with the return number and reason. However, in order to ensure a smooth return process, we need to confirm which item(s) you would like to return and verify their condition before providing the return instructions and warehouse address. This step is necessary to avoid any confusion, as there have been instances where customers mistakenly returned items from other stores to us, which created complications in the process.

We have already sent you the detailed return instructions, and we kindly ask that you return the beige dress to the designated address. Once we receive the return and verify that the items are in good condition, we will promptly process your full refund.
Thank you for your understanding and patience as we work to resolve this matter. Please feel free to reach out if you have any further questions or need additional assistance.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Oct 21, 2025

Dear Isabelle,

We sincerely apologize for the inconvenience this situation has caused and truly appreciate your understanding and patience.

First and foremost, we would like to apologize for the delayed response from our team. As mentioned earlier, our customer support team was on holiday at the beginning of October, which unfortunately led to slower reply times. We completely understand your frustration and are sorry for any delays.

Regarding the status of your package, we suspect that the shipping company may have lost the package, as the tracking information has not been updated for several days. When we reached out to you, we suggested either a reshipment or exchange, with no intention of causing any offense. We are still awaiting an official explanation from the shipping company regarding this matter. Please be assured that we are equally concerned and impacted by this situation.

We have already processed a full refund for your order, which will be returned to your original payment method. If you have any questions regarding your refund or if there’s anything else we can assist you with, please don’t hesitate to reach out.

Thank you again for your patience and understanding during this time.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Oct 21, 2025

Dear IR,

Thank you for sharing your feedback, and we sincerely apologize for the frustration and inconvenience you've experienced with your order. We take your concerns seriously and would like to clarify a few points to address the situation.

First, we would like to note that on our website, we clearly display both body size and garment size charts for each product. We recommend carefully reviewing the size chart before making a purchase to ensure the best fit. We understand that sizing issues can be frustrating, and we do offer quick return and exchange services for items that don't meet your expectations.

Regarding the return process, if you initiated the return within the return window, we ensure that the return is processed within this period. Our intention is to offer flexible return solutions to cater to different customer needs. The multiple return options we provide are purely alternatives designed to make the process easier, not to prevent you from returning the items.

We also apologize for any delays in processing your return. As you may know, our U.S. warehouse recently relocated, which may have caused some delays. However, we can assure you that the return should not have taken three months as stated, and we are sorry if this timeline caused confusion.

Regarding the partial refund you mentioned, we are not sure where the issue occurred, and we would appreciate it if you could provide your order number or email address so we can investigate further. If there was an issue with the bank’s refund process, we are happy to look into it and make sure any missing amount is refunded promptly.
Thank you for your patience and understanding, and we look forward to resolving this matter to your satisfaction.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Sep 26, 2025

Dear Tyyonna,

We sincerely apologize for the inconvenience you have experienced with your order.

Your order has successfully cleared customs on September 25, and it is currently awaiting pickup by our shipping partner, GOFO, for delivery. Please note that the tracking information in the GOFO system will not update until the package is picked up, which is why it may still appear as "shipping label created" at this moment.

We understand your concern regarding the delay, and we are truly sorry for the inconvenience caused. Unfortunately, recent typhoon weather led to flight cancellations, which affected our shipment schedule. This is an uncontrollable external factor, and we kindly ask for your understanding.

Rest assured, we have already urged GOFO to prioritize your order, and we will make every effort to ensure it reaches you in time.

Thank you for your patience and understanding. We sincerely apologize for any inconvenience this may have caused.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Sep 24, 2025

Dear Lisa,

We are truly sorry to hear about your unsatisfactory experience with your purchase.

Regarding the sizing, our products are designed for a global customer base, and they are not specifically tailored for Australian sizing. Additionally, each style may fit differently due to variations in fabric and design. We always recommend customers to refer to their body measurements (bust, waist, and hips) when choosing a size. Your understanding will be highly appreciated.

In our previous email, we clearly stated:
"Could you please specify where the fit feels off—whether it's the chest, waist, hips, or length? If you're comfortable sharing a quick photo of how it fits, we'd appreciate it. However, if you'd prefer not to send a photo, we completely understand—it's NOT a requirement."

We carefully worded this to avoid any offense and apologize if it was misunderstood. We believe this may have been due to not fully reviewing our email. Our goal was to assist with exchanges for a better fit, not to cause discomfort.

You requested a return on September 21, and we provided return instructions and the return address on September 22. Please return the item within the return window, and we’ll process your refund once we confirm the item’s condition.

Thank you for your understanding, and we sincerely apologize for any inconvenience caused.

Best regards,
Jay
Customer Support Team

Reply from Sunfere

Sep 24, 2025

Dear Agnė,

We are truly sorry to hear that the quality of the dress did not meet your expectations.

If you're not satisfied with the item, you can request a return or exchange within 15 days of receiving your order, and we will be happy to assist you with the process.

We checked our system and did not find a return request from you yet. If you encounter any issues or need further assistance, please feel free to reach out to us anytime.

Thank you for your understanding.

Best regards,
Jay
Customer Support Team

Reply from Sunfere

Published Sep 19, 2025

Dear Grego,

Thank you for your feedback. We appreciate your time in sharing your experience with us.

We would like to clarify that, as per our records, the size S dress was never returned by you, so the description provided does not align with the situation. Additionally, during our communication regarding the exchange, we had clearly informed you that the exchange order would not be delivered by September 20th. You opted to proceed with the exchange, and we’re unsure if the details in our previous emails were fully reviewed.

Please note that your exchange order has already been dispatched, and we will send you the tracking number as soon as it's available. We have also updated you with this information in our prior email correspondence.

Your understanding and cooperation are highly appreciated. If you have any further questions or concerns, please feel free to reach out.

Best regards,
Jay
Sunfere Support Team

Reply from Sunfere

Sep 24, 2025

Dear Jonson,

Thank you for taking the time to share your feedback. I sincerely apologize for the delayed response, as we’ve been receiving a high volume of inquiries recently.

We are sorry to hear about the difficulties you’ve experienced with your refund. Unfortunately, based on the information provided, we are unable to locate your order and determine its current status. If possible, could you please send an email to support@sunfere.com
with a mention that you’d like assistance from Harris? This will allow us to look into the matter right away and resolve it for you as quickly as possible.

From your description, we’re not entirely sure whether the return has been processed already, but with the details provided, we can't immediately identify the status of the returned parcel. In such cases, it may require the warehouse team to manually check each package, which can take some time. We truly appreciate your understanding and patience in this matter.

We are committed to resolving this issue for you and hope to hear from you soon.

Best regards,
Jay
Customer Support Team

Reply from Sunfere

Sep 18, 2025

Hi Stephanie,
We are very sorry to hear about your experience. After carefully checking, we were unable to locate any order or email from you in our system, and we even checked our spam folder but still could not find your message. Could you kindly confirm which email address you sent your request to?
To assist you quickly, we recommend either:
1.Trying to send your return request again from a different email address, or
2.Checking your spam/junk folder in case our reply may have been filtered there.
Please rest assured that returns or exchanges are accepted for new, unworn, unwashed, and unaltered merchandise with all original internal garment tags within 15 days of receiving your items. Once we receive your request, we will be happy to process your return or exchange promptly.
Thank you for your understanding, and we truly hope to resolve this for you as soon as possible.
Best regards,
Jay
Sunfere Support Team

Reply from Sunfere

Sep 10, 2025

Dear Alina,

We sincerely apologize for the delay and any frustration caused during the return process. We truly appreciate your feedback and understand your concerns.

Please note that our customer service and warehouse are unavailable on weekends, which may cause slight delays in responding and processing returns. However, we want to assure you that we received your returned items and completed the quality inspection on September 5th. Your full refund was processed on September 9th.

As mentioned earlier, our standard timeframe for inspecting returned items and issuing refunds is 7–10 business days. Rest assured, your return was processed within this period. If you ever need faster processing, please let us know, and we will prioritize your return.

Thank you for your understanding, and we sincerely apologize for any inconvenience caused.

Best regards,
Jay
Sunfere Support Team

Reply from Sunfere

Sep 9, 2025

Dear Samantha,

We sincerely apologize for the inconvenience you’ve faced, and we appreciate your patience.

To clarify, we provided detailed return instructions on August 6th and followed up with you on August 12th and August 15th, but we did not receive your response until August 18th when the return was finally made. At that time, you also initiated a dispute, which, as we explained, temporarily halted the refund process.

Please note that initiating a dispute with your bank can take up to 75 days, which delayed the refund process. We informed you that if the dispute was closed, we could process the refund immediately, but since the case was escalated to Klarna, the review process took longer than expected.

The dispute was resolved, we processed your full refund immediately on Monday. Unfortunately, this delay was caused by the dispute process, which was out of our control.

We hope this clarifies the situation, and we truly appreciate your understanding. If you have any further questions, please feel free to reach out.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Sep 2, 2025

Dear Marzieh,

We are truly sorry to hear about your continued frustration, and we regret that this experience has left you dissatisfied. However, we would like to clarify the situation for transparency.

On August 20, we provided you with the detailed return instructions and kindly requested that you return the items within the return period. The reason for the extended email exchange was that you asked us to accept a proposal where you would pay only £40 and keep all the items, although your total order value was nearly £170. You also mentioned that you would continue to post negative reviews unless we agreed to this arrangement. Unfortunately, we could not accept such a request, and we consistently explained and reminded you to return the products within the policy timeframe.

Your parcel was only shipped out on August 28. As clearly stated in our return policy, once returned items are received, our warehouse requires 7–10 business days to complete the quality inspection. Additionally, August 30–31 fell on a weekend when our warehouse staff was off. Despite these circumstances, we instructed the warehouse to prioritize your return, and your refund was completed today.

We sincerely regret the inconvenience caused, but please be assured that we have fulfilled everything according to our stated return policy and worked to resolve your case fairly.

Thank you for your understanding.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Sep 2, 2025

Hi Jennifer,

We are sorry to hear about your unsatisfactory experience. Our support team was unavailable over the weekend (August 30–31), which caused a delay in responding to your emails, and we sincerely apologize for that.

To clarify, you returned your order on August 15, and we received it on August 25. Our standard quality inspection takes 7–10 business days, so your return was processed within the expected timeframe. The refund has already been issued to your original payment method today.

While the return was handled on time, we apologize again for the delayed email responses. If you have any questions regarding your refund, please feel free to contact us at any time.

Best regards,
Lea
Sunfere Support Team