Sunfere 

Reply from Sunfere

Aug 29, 2025

Dear Kendy,

We are very sorry to hear about your dissatisfaction, and we sincerely regret that your shopping experience did not meet expectations. However, we would like to kindly clarify the situation to avoid any misunderstanding.

（1）At no point did we ever force you to choose store credits. Each time, you willingly selected this option. Before issuing store credits, our team always explained very clearly that any orders placed with store credits are not eligible for return or exchange. On both occasions, you confirmed your agreement and provided your account details before we proceeded. We also have full records of these conversations as evidence.

（2）On your first order (two dresses), when you mentioned one item didn’t fit, we sent you detailed return instructions on May 21, including the option of a standard return for a refund or keeping the item with store credits (recommended for exchange). On May 27, after confirming the policy with you, we issued the store credits as per your request.

（3）On your second order (June 5, paid with store credits accumulated from the previous returns ), when you again reported sizing issues, we reminded you that store credit orders are not eligible for return.

Despite this, we made a special exception with our supervisor’s approval and processed a return & refund option for you. However, on July 2, you declined the return & refund and once again confirmed that you preferred to get more store credits instead. At that time, we also reiterated very clearly that orders placed with store credits are not eligible for return or exchange, and explained that the size chart on our website is a body size chart (not garment measurements). We even offered to assist you with sizing recommendations if you could provide your body measurements.

Nevertheless, you insisted on choosing store credits, and we issued them accordingly while you kept all the items without returning any.

（4）On your third order, you once again used store credits, and the same concern was raised. Please note that on two different occasions, you had the option to return for a refund but chose store credits and kept items instead. We have consistently explained that store credit orders cannot be returned, yet we still went out of our way to provide exceptions.

We always aim to be transparent and fair, and while we truly value your business, we also need to ensure fairness to all customers by following the policies consistently. Our team has remained polite, responsive and has even made exceptions to assist you, but we kindly ask for your understanding that we cannot continue to make exceptions beyond what is reasonable.

Thank you for your attention and understanding.

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Aug 29, 2025

Dear Luuellahh,

We are very sorry to hear about your experience. Unfortunately, we could not locate your order with the information provided. Could you please email us at support@sunfere.com with your order number so we can look into this directly?

Regarding delivery concerns, we do have a dedicated logistics support team. If an order cannot be delivered due to incomplete/incorrect address details or courier exceptions, our team always notifies customers promptly, provides pickup instructions, or advises contacting the courier directly since shipping information can no longer be modified once the parcel is dispatched. If you haven’t received a response from the courier, we can also escalate the case to our shipping partners, but this may take longer, which is why contacting the courier yourself is usually faster. Without your order details, we are unable to confirm the exact circumstances of your case, but please be assured that our colleague always follows up with customers until the issue is resolved.

For sizing, please note that the size chart displayed on our product pages refers to body measurements, not garment measurements, and this is clearly stated. We sincerely apologize if this caused any confusion.

As for zippers, every dress is carefully inspected before dispatch, and zippers are tested multiple times. For certain designs such as invisible zippers or those placed alongside delicate fabrics like lace or tassels, fabric may occasionally get caught. Gently pulling the fabric aside before zipping usually resolves the issue.

If you are unsatisfied with sizing or quality, you are always welcome to request a return within 28 days of delivery. Returns or exchanges are accepted for new, unworn, unwashed, and unaltered items with all original internal tags. We hope you can contact us directly so we can resolve this properly for you.

Best regards,
Lea
Customer Support Team

Reply from Sunfere

Aug 28, 2025

Hi Tracy,

Thank you for your message. We sincerely apologize for the inconvenience caused. Our UK warehouse has recently been relocating, and we only received your returned items on August 25th and began the quality inspection at that time. As we previously mentioned, the quality inspection process typically takes 7–10 business days after receiving returned items.

Today, upon your inquiry about the refund, we explained this situation and confirmed the refund amount and original payment method with you. After receiving your confirmation, we immediately processed the refund. The refund will be returned to your original payment method, and we have already provided you with the estimated time for the refund to reflect in your account.

If you have any further questions regarding your refund, please feel free to reach out at any time. We sincerely apologize again for any inconvenience caused, and your understanding is greatly appreciated.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Aug 15, 2025

Hi Brigitte,

Thank you so much for your amazing feedback! We’re beyond thrilled to hear that you love everything you’ve purchased from us. Quality and value are always our top priorities, and it’s wonderful to know you’re enjoying your items!

We can’t wait to bring you more beautiful new arrivals! Keep an eye out for what’s coming next. 😍

Best regards,
Jay
Sunfere Support Team

Reply from Sunfere

Aug 8, 2025

Hi Finn,

We sincerely apologize for the inconvenience caused. Due to a shortage in our customer service team, email responses have been slower than usual, and we regret that we were unable to process your return in a timely manner. We are committed to providing a better shopping experience and will ensure faster responses going forward.

As per our return policy, Returns or exchanges are accepted for new, unworn, unwashed, and unaltered merchandise with all original internal garment tags within 28 days of receiving your items. Since you requested the return within the return window, please rest assured that the return period will not be exceeded.

We understand your frustration, especially with international returns, which do carry some risks such as lost packages. That’s why we offer multiple solutions to ensure flexibility and resolve issues efficiently. We have already shared a detailed return guide with you. Once we receive your returned item and verify that it is in good condition, we will process the refund within 7-10 business days.

Thank you for your understanding, and have a wonderful day!

Thank you for your patience and understanding.

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Aug 4, 2025

Dear Klant,

Aww, thank you so much for your sweet words! 😊 We're thrilled to hear that everything’s been perfect so far. Your support means the world to us! 🌟 If you ever need anything or have any questions, don’t hesitate to reach out. We’re always here for you! 💖

Keep shining and enjoy your shopping with us! ✨

Best regards,
Lea
Sunfere Support Team

Reply from Sunfere

Jul 28, 2025

Hi Ana! 😊

Thank you so much for the kind words! We’re absolutely thrilled to hear you’re happy with everything. 🙌💖 You’ve made our day! If there’s anything else we can do for you, just let us know. We’re here to help anytime! 🌟

Thanks again and wishing you all the best! ✨

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Jul 11, 2025

Hi Naoual,

Thank you so much for taking the time to leave a review! We truly appreciate your feedback.

If you have any size-related questions in the future, feel free to reach out to us before placing an order. We’d be happy to recommend the best size to ensure a great fit!

Thanks again, and have a wonderful day!

Reply from Sunfere

Jul 2, 2025

Dear Michaelle Wane,

Thank you for your feedback, and we sincerely apologize for the inconvenience you’ve experienced.

It seems that you may not have received the return address email we sent yesterday. We’ve resent it to you now. Kindly check your inbox for the return address.

Once we receive your returned item and complete the quality inspection (which typically takes 7–10 working days), we will proceed with a full refund for the returned product. If you are in a hurry, we can request our warehouse to expedite the process for you.

Please note that the refund will be returned to your original payment method. The estimated refund time can be found in our return policy, but the exact timing depends on your issuing bank’s internal procedures.

We truly apologize for any inconvenience this may have caused and appreciate your understanding. If you need any further assistance, please do not hesitate to reach out.

Best regards,
Jay
Sunfere Support Team

Reply from Sunfere

Jun 26, 2025

Hi Gabrielle,

Thank you for taking the time to share your feedback.
We’d like to clarify a few important points to ensure transparency for everyone reading this.

Our return policy clearly states the designated return warehouse addresses, which are publicly listed and apply equally to all customers. You mentioned that we refused your return, but the official documentation from German customs stated:

“The above-mentioned shipment addressed to you from outside the EU could not be declared to customs for duty- and tax-free clearance by us due to incomplete information provided by the sender.”

This indicates that the return parcel was missing required information during shipment — an issue that, unfortunately, must be handled by you at the time of posting. This is not an error on our part. We are not shifting responsibility, but rather trying to assist wherever possible.

We have actively communicated with you and consistently offered solutions. However, your position has changed multiple times, making it difficult to reach a clear and effective resolution.

On June 13, you recognized your own mistake and requested that we handle the return in Hong Kong instead. As previously explained, our Hong Kong facility is a shipping warehouse only, not a return center — and the two serve different logistical purposes. However, to support you, we made a special arrangement to have our team receive the return parcel in Hong Kong and prepared all necessary customs documentation in advance. We also shared the agreed-upon return address with you on June 20.

However, you later changed your mind, asking for a full refund without returning the goods, which we believe is an unreasonable demand. Despite this, we have remained in contact with you because we truly care about resolving the matter to your satisfaction.

We are sorry that your experience did not meet expectations, but we want to assure you and others reading this that we are acting fairly and respectfully in line with our policies and responsibilities.

Thank you again,
Lea
Sunfere Support Team

Reply from Sunfere

Jun 21, 2025

Dear Reet,

We’re truly sorry for the inconvenience and frustration you’ve experienced, and we sincerely apologize for the lack of response in recent days.

Between June 16 and June 20 (possibly until June 21), we encountered a server configuration issue that caused all outgoing emails during that time to bounce back and fail to reach customers. Unfortunately, this included the return instructions we attempted to send you.

We have now resolved the issue and have resent the full return instructions to your email address using three different email accounts to ensure delivery. Kindly check your inbox and spam/junk folders to see if you’ve received them.

We confirm that once we receive your return and verify that the items are in good condition, we will process a full refund. The time it takes for the refund to appear in your account may vary depending on your original payment method and your card issuer’s processing time.

Again, we sincerely apologize for the inconvenience caused and appreciate your patience. If there’s anything further we can do to assist, please don’t hesitate to let us know.

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Jun 13, 2025

Dear Larissa,

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

The item you ordered was part of our “Last Chance” collection and was purchased at nearly 50% off. As clearly stated in our return policy, all Last Chance items are not eligible for return.

That said, in an effort to resolve the matter, we offered you 110% of the item’s value in store credits as compensation, which you accepted at the time.

If this solution no longer meets your expectations, we’re more than willing to discuss an alternative resolution that better suits you. We’ve also reached out to you via email — kindly reply at your earliest convenience so we can continue the conversation and work toward a satisfying outcome.

Thank you again for bringing this to our attention.

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Jun 10, 2025

Dear Naomi,
Thank you so much for your kind review! We're thrilled to hear that you love your dress and that it fits perfectly. It’s always our goal to ensure our products meet your expectations in quality and style.
We sincerely apologize for the slight delay in delivery—we appreciate your patience and understanding. If there’s ever anything we can do to make your next experience even better, please don’t hesitate to reach out.
Happy styling, and we hope to see you again soon!
Warm regards,
Lea
Sunfere Customer Support

Reply from Sunfere

Jun 9, 2025

Dear Lađa,

Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience did not meet your expectations, and we would like to take this opportunity to clarify a few important points regarding your order and our policies.

1. Communication & Support
We have responded to every message you sent to us and have always tried to assist in a timely and respectful manner. To say we were unresponsive is simply inaccurate. Initially, you reported not receiving your parcel, and we immediately followed up and requested further details to assist with tracking. Later, on May 19, you confirmed receipt of the dress but expressed dissatisfaction with the quality. We explained that the button design you were concerned about is part of the original style, and we promptly sent you our return instructions as requested.

2. Product Design & Transparency
The product you ordered was designed and photographed by our in-house team, and all visuals displayed on our website are of the actual product—with no filters or heavy editing. In fact, we go to great lengths to provide clear, unaltered photos and videos to give customers an accurate representation of the product’s material and construction. There are many similar styles in the market, but the design you purchased is entirely our own.

3. Delivery Timeframe
Our delivery timeline consists of:
Processing time: 1–4 business days
Shipping time: 3–4 business days
Your order was delivered within the promised time frame. However, as you felt the delivery speed did not meet your expectations, we still refunded the expedited shipping fee as a goodwill gesture.

4.Return Policy & Shipping Warehouses
We are a legitimate business serving over 15,000 satisfied customers globally, and we are proud of our growing international presence. Our warehouses are located in the UK, Germany, the US, China, and Australia, and we ship from the location that best ensures fast delivery to the customer. That said, our return centers are only in the UK, Germany, and the US, as clearly stated in our public and transparent return policy. This is applied equally to all customers, and we have never misled or hidden this information.
We understand your frustration and are sorry to hear you were unhappy with your order. At the same time, we kindly ask that feedback be fair and accurate. We remain committed to resolving customer concerns professionally and respectfully.

If you still wish to proceed with the return, we would be happy to assist. Please contact us directly, and we’ll be here to support you.

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Jun 9, 2025

Dear Taf Mstoyan,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your recent experience. We sincerely appreciate your comments, as they help us continue improving our service.
We would like to clarify that our return process is clearly outlined on our website to ensure transparency and fairness for all customers. The steps are as follows:
（1）Notify us of the item you intend to return or exchange.
（2）Check the eligibility of return or exchange before shipping back.
（3）Supply the tracking number after sending the item back. Please be advised that refunds cannot be processed without a tracking number.
（4）Upon receiving your returned items and verifying their condition (new, unworn, unwashed, and unaltered with original internal garment tags), we will promptly initiate the refund or exchange process.
Regarding your case, we noticed you had placed two separate orders. One had already been delivered, while the other was still in transit. To make things easier and more efficient for both you and us, we suggested that you might consider waiting until the second order arrived before deciding whether to return both together. We asked:
“Would you prefer to wait until that item arrives and decide whether you'd like to include it in the return as well?”
This was simply a friendly suggestion, not a requirement. If you had preferred to return the first order immediately, we would have gladly processed it right away. Our intention was only to provide you with a more convenient and flexible return solution. We sincerely apologize for any inconvenience that we caused.
We’re truly sorry to hear that this came across otherwise. Please know that we remain committed to improving our service and providing our customers with a respectful and supportive experience. Your understanding is greatly appreciated.
Warm regards,
Kira
Sunfere Support Team

Reply from Sunfere

Jun 5, 2025

Dear Mel,

We’re truly sorry to hear about your experience and sincerely apologize for the inconvenience this has caused.

It’s possible that your previous emails may have ended up in our spam folder, which unfortunately could have delayed our response and resolution. We deeply regret any frustration this may have caused.

To help us look into this matter promptly, could you kindly resend the following details to our customer support email at support@sunfere.com?

（1）Your order number
（2）A photo of the item you received
（3）A photo of the shipping label (if still available)

Once we receive this information, we’ll prioritize your case and work to resolve it as quickly as possible. Thank you so much for your understanding and cooperation — we genuinely appreciate it.

Warm regards,
Lea
Sunfere Support Team

Reply from Sunfere

Published May 27, 2025

Dear Katarzyna,
Thank you for your feedback, and we're truly sorry to hear that you were not satisfied with the dress.
The style you ordered is one of our best sellers and has received many compliments from other customers. However, we fully understand that not every item suits every body type, and we appreciate you sharing your experience.
Please note that returns or exchanges are accepted for new, unworn, unwashed, and unaltered merchandise with all original internal garment tags within 28 days of receiving your order.
To proceed, kindly reply to our email and provide a photo showing the original garment tag still attached to the item. This helps us verify the condition and eligibility for return, and prevents issues during the return process. This step is important to protect both your rights and ours.
Once we receive this information, we will promptly send you detailed return instructions. Thank you for your understanding and cooperation.
Warm regards,
Sunfere Support Team

Reply from Sunfere

May 28, 2025

Dear Cath,

Thank you so much for taking the time to share your experience — we truly appreciate your thoughtful and detailed feedback.

We’re sorry to hear that your review did not appear on our website. Please note that our system may automatically filter out duplicate content, which could be why it wasn’t published. We apologize for any inconvenience this may have caused.

Regarding the Janice Floral Printed Strapless Maxi Dress, we’re truly sorry it didn’t meet your expectations. This style is made from jersey knit, a material often used for bodycon dresses and activewear due to its soft stretch and comfort. We understand that fabric preferences can vary widely, and we genuinely appreciate your feedback — this item has now been removed from our collection.

As for the Beata Printed Strap Midi Dress, this is one of our popular summer styles made from chiffon, a fabric known for being lightweight and breathable. While chiffon can appear slightly sheer under strong sunlight, the dress is designed with appropriate lining and structure to ensure it remains modest and non-transparent when worn. We haven’t received similar feedback regarding sheerness, but we fully understand your concerns and will take them into consideration moving forward.

Regarding the Dorothy Floral Print Strapless Satin Maxi Dress, the sizing is based on the body size chart, which is available on each product page. We recommend comparing your own body measurements (bust, waist, and hips) with the chart to help ensure the best possible fit before placing an order.

If you need assistance with a return or exchange, please don’t hesitate to contact us within 28 days of receiving your order — we’ll be more than happy to help.

Once again, we sincerely appreciate your feedback. We're sorry we didn’t meet your expectations this time, but your insights are incredibly valuable and help us continue to improve our products and service.

Warm regards,
Sunfere Support Team

Reply from Sunfere

May 24, 2025

Hi Marti,

Thank you so much for your incredibly kind words! 🥹💖

We totally understand that mistakes like entering the wrong size or address can happen — you're definitely not alone! 😊 That's why we always do our best to support our customers, whether it's updating your order before shipping, arranging a quick exchange if the size isn’t right, or even working with the carrier to track down a package when there's a shipping hiccup.

We're absolutely thrilled to hear that you had such a positive experience with us, and even more excited that you'll be wearing your dress this Saturday! 💃 You’ll look amazing, no doubt.

Thank you again for trusting Sunfere — we're honored to have you as our newest devoted client.

With love,
Lea
Sunfere Support Team 🌷

Reply from Sunfere

May 15, 2025

Hi Abdeltiv,

Thank you for your feedback, and please accept our sincere apologies for the delay and any inconvenience caused.

We would like to clarify that once an order is placed, it typically requires 1–4 business days for processing and preparation. Following this, shipping to Belgium generally takes 4–8 business days, excluding weekends. This timeline is clearly stated in our shipping policy.

Upon reviewing your order, we noticed that the shipping address provided was incomplete. On May 8th, our team reached out to you via email requesting the full delivery details in order to proceed with the shipment. However, we did not receive a response, and as a result, your order was placed on hold.

We’ve asked our team to send you a follow-up email again. Kindly check your inbox (including your spam/junk folder), and please provide the complete shipping information at your earliest convenience so we can process and ship your order without further delay.

We truly appreciate your understanding and are here to assist every step of the way.

Warm regards,
Lea
Sunfere Support Team