Frequently Asked Questions

Delivery

  • How long will it take to ship my parcel(s)?
    The average delivery time is around 14 business days depending on the country of destination and post office operating hours. Please see our free shipping for more information on delivery times in different regions.
  • If I order multiple items, will they arrive in 1 package?
    If you order multiple products, they may come separately to ensure quicker delivery.
  • Do you ship worldwide?
    Yes, we ship to any country in the world.
  • Who delivers my item(s)?
    Your orders are delivered by our fulfillment center and will normally be handed to you via local postal service.
  • I haven't received my order yet, what can I do?
    Please contact us directly and we will help sort that out for you.
  • What time are deliveries usually made?
    Usually during business hours. (Monday to Friday, 9am-5pm) but that will depend on your local delivery service.
  • I messed up my delivery address, what do I do?
    Reach out to hello@sunriseelephant.com immediately regarding the error, we will change it for you. Just email us your full name and correct address, we will update the shipping details for you.

Returns Exchanges and Refunds

  • I don’t like my item, can I return it?
    Yes, all returns are accepted within 30 days after receiving the item. All products should be returned in original packaging and return delivery costs are paid by the returner. Proof of original delivery and proof of postage should then be emailed to hello@sunriseelephant.com in order to obtain the refund.
  • My item arrived damaged. Can I return it?
    Damaged items can be exchanged. Please email hello@sunriseelephant.com to get a new item or refund.
  • Can I return an item and change it to a different one?
    Provided that the returned item is in a perfect condition, and the product's costs match, exchanges are possible. Please email hello@sunriseelephant.com for further instructions.
  • How long does it take to get a refund?
    Refunds may take up to 14 working days, depending on the system you used to pay with.

Import and Tax Charges

  • Can I be charged with import duties?
    Your order may be subject to import duties and taxes once the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. You should contact your customs office for specific amounts and percentages.

    The store cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. Note, in rare occasions, customs agents may delay delivery of some packages.

Emails and Notifications

  • I bought something and didn’t get an email from you.
    If you have not received any emails from us confirming your purchase, do let us know immediately via email (hello@sunriseelephant.com) or our contact form with your full name and shipping address. We will sort this out ASAP.

    Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.
  • I am unable to view your email content.
    If you are unable to view our email properly, do get in touch and we will resend you the email.
  • How Can I Contact You?
    Please email us at hello@sunriseelephant.com and allow us 24 hours to answer you since we operate globally.
  • How Much Does Shipping Cost?
    Unless otherwise stated, shipping to anywhere in the world is absolutely free!