Terms & Conditions

RETURNS POLICY

SUENNOAJ will provide an exchange or credit note on full priced items only where:

  • the goods are in saleable condition, with all tags still intact;
  • the goods have not been worn, damaged or washed;
  • the goods are returned within 10 working days of receiving the item (overseas customers must provide a tracking to show it has been sent out in this time frame); and the original invoice as proof of purchase is provided. 

Alternatively we will provide you with a refund at our discretion for items that:

  • are faulty (unless caused by you);
  • have been wrongly described;
  • are different to the goods that you ordered;
  • If a refund is approved, the refund will be applied to the original card of purchase. We do not refund original shipping charges.

Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty, however if you email us and the item you have purchased in stock we are happy to exchange it for you.

 

EXCHANGE POLICY

Items can only be exchanged for a different size or colour in the same style. All exchanges are subject to availability. Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty.

Faulty Sale items returned for exchange, will only be accepted if;

  • The goods are in saleable condition, with all tags still intact;
  • the goods have not been worn, damaged or washed;
  • the goods are returned within 10 working days of purchase date; and
  • the original invoice as proof of purchase is provided.

    RETURN SHIPPING

    Return shipping must be prepaid and traceable method to ensure safe and documented delivery. SUENNOAJ takes no responsibility for missing incoming deliveries. Return shipping charges are not refundable. SUENNOAJ will reimburse any reasonable document shipping charges for return of goods that have been deemed faulty.

     

    PRICES

    Price and availability of these products sold on this site are subject to change without notice.

     

    PAYMENT METHODS

    Full payment is required before shipping; it is only effective when the funds are received net of charges in SUENNOAJ’s bank account. You can pay your order only via PayPal:

    Credit cards are also accepted via PayPal. We invite you to visit PayPal’s web site at www.paypal.com for more information.

     

    DELIVERY TERMS

    Orders are prepared from readily available stock; they are sent out within 3 days upon reception of the full payment into SUENNOAJ’s account. The shipping information (AWB) will be send to you by SUENNOAJ, so you can track your order. Following credit authorization and verification. 

     

    SHIPPING

    DHL

    -Not flat shipping cost, its start from $30, depend on the weight  of the items
    -Free Shipping to all over Indonesia
    - Delivery between 3-7 business days (shipping may take longer to some countries)
    - Fully track able
     
    All international orders require a phone number for delivery and cannot be delivered to a PO Box or Hotel.

    Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. Suennoaj & Missing the Label is legally required to declare the full dollar value paid on international shipments and must include an invoice for customs should they require it.

    For further information, we recommend contacting your local customs office.

     

     

    TRACKING

    Use the shipping information, Airway Bill with the Tracking number sent to you by our admin to track the status of your shipment.

     

    CONDITION OF RECEPTION

    Products are guaranteed original and genuine. The invoice is the certificate of guarantee. Courier is responsible of delivering goods in the same quantity and state as per their pick-up. Upon reception, you are responsible of checking your parcel, and the integrity of the SUENNOAJ seal; any discrepancy such as damage or loss, should be escalated, and claimed directly to the courier. Any events, whatever they are, which evade SUENNOAJ’s willpower (force majeure, strike, administrative decision, shipping problem, etc.) and which may affect the execution of the delivery, cannot be used against SUENNOAJ as a matter of cancellation of the order, neither can give you the right to claim for damage and interests.

     

    DOCUMENTS

    We supply a commercial invoice only. We will not be held responsible to supply any additional document.

    Process of returning an item:

    Please send an email to hello@suennoaj.com listing your Name, Invoice Number, and the reference of the item(s) you would like to return.

    Please specify the reason (size or colour exchange), or send a photo if there is a defect. Our customer care will handle your claim within 2-3 working days.

    When your claim is accepted, you will receive a confirmation email, and return the item to our address, along with all information stated above. We will refund your money after the item is received. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 3-5 business days).

     

    PRIVACY POLICY

    Personal data are mainly processed using automated tools and exclusively for the purposes indicated and the time strictly necessary for achieving the purposes for which they were collected.

    Customer email addresses can be used for sending newsletters and updates with valuable information.

     

    ORDER CANCELLATION

    Once an order has been processed, we cannot make any changes or cancel your order. In the event of unavailable stock situation, we will liaise with you by email to propose an agreeable alternative.