FAQs
Do I need to create an account before placing an order?
A membership account is required to place an order. You could gain benefits after you create an account. Your personal information will be saved and so that your check out process could be faster and more convenient. Besides, the items waiting for your purchase will remain in your shopping cart for your next visit. In the meanwhile, you could track your order status and history.
Which payment methods do you accept?
We accept the following payment methods on our site: International MasterCard, Visa, American Express, Apple Pay, Google Pay and Shop Pay.
Can I add additional items to my submitted order?
Once your order has been submitted, you could not add extra items on the same order. On the other hand, we suggest you to submit a new order for additional items.
Can I cancel my order?
Once the payment is done, order details will be automatically sent to our warehouse for processing. We will base on the order details to reserve the items. Therefore, please understand that we are not able to cancel the order / amend order content for you. You are suggested to add the wanted items into the shopping cart first. Then, you can confirm the selected items, quantity and amount again before proceeding to payment.
Why was my order unsuccessful?
Your order may have been unsuccessful due to reasons relating to your credit card. Please first check with your card issuer, and CONTACT US for further assistance.
Where is my order?
Once your order is submitted, you will receive an acknowledgement email. You can also check your order status online by checking into MY ACCOUNT. Once the parcel is dispatched, you will receive another acknowledgement email with courier’s tracking number.
What delivery options are available?
Delivery service is available for all online orders. Customers placing orders in Hong Kong SAR may also select in-store collection service in our retail stores.
The addresses are as below:
- Shop 487, Level 4, New Town Plaza Phase 1, Sha Tin (Tel: 2606 1900)
- Shop G70, Phase 1, Telford Plaza, Kowloon Bay (Tel: 2997 2033)
- Shop 28B, 2/F, SOGO Causeway Bay (Tel: 2831 3930)
When will the order be ready to deliver?
Our delivery time starts from the moment an order is accepted and includes a 48-hour period, excluding Sunday and public holiday, where your items will be processed and dispatched.
When will my order be ready for collection?
Once your order has been submitted, it will be processed as soon as possible. You could collect next day after 15:00.
Will I be charged a delivery fee?
Hong Kong SAR & Macao SAR:- Complimentary Shipping: Free delivery within HKSAR and Macao SAR.
Other destinations: In order to let you be more flexible with your shipping options, we will recommend 3 forwarders - the cheapest, fastest, and best value options at checkout based on your parcel weight and destination. You could decide which one to use according to your needs. Delivery fee will be included at checkout (if applicable).
Will I be charged any taxes or duties?
Taxes and duties are NOT included. The price displayed for each product is NOT inclusive of all tax and duty charges. You will be responsible for the required import duties, customs and local sales’ taxes levied by the destination country. Payment of these charges is necessary to release your order from customs.
Can I exchange an item and get refund?
Ordered items may be returned or exchanged within 7 days of purchase, provided that:- The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
- The exchange items have to be unworn and unaltered.
- "EXCLUDED ITEMS" such as silk, knitted, chiffon products or any vulnerable one are not accepted to exchange.
We will exchange instead of refund for defective goods. If you want to exchange different sizes, it is up to our stock availability. In the meanwhile, you might need to bear all shipping cost during exchange.
Will the delivery fee, tax and duty costs be included in my refund? Delivery fees will not be refunded for any return or exchange. Since your order has been sent to a DDU destination (taxes and duties collected by local customs and courier), taxes and duties are non-refundable from us.
What is the procedure for Return/Exchange?
At Suncoo, your satisfaction is always guaranteed! That is why we allow return and size/colour exchange!Simply indicate “Return” on the invoice and send it together with your returns parcel to the mailing address below. Please use a trackable delivery method and keep your proof of postage and tracking number when shipping back your returns as this will avoid any dispute in the event of any lost mail. The return postage will be at your own cost and we are not liable for any return packages that may become lost in transit.
Attn: Suncoo Online Customer Services
Magazzin Group Limited
Address: Unit A6, 32/F, TML Tower, 3 Hoi Shing Road, Tsuen Wan, New Territories, Hong Kong
(Tel: +852 3518 9700)
