Frequently Asked Questions

Orders & Processing

1. What is your order processing time?

Orders are processed within 3–5 working days, unless otherwise stated.

This includes order verification, packing, and handover to our courier partners. You will receive a shipping confirmation email once your order has been dispatched.

2. Can I modify or cancel my order after placing it?

Order modifications and cancellations can only be requested within 12 hours of purchase.

Please contact us at suevunstudio@gmail.com with your order number as soon as possible. While we will do our best to assist, changes are not guaranteed once your order has been processed.

After the 12-hour window, orders cannot be modified or cancelled.

3. What should I do if I entered the wrong shipping address?

Please contact us within 12 hours of placing your order.

We will do our best to assist with address corrections, but changes cannot be guaranteed once your order has been processed or dispatched.

4. I’m having trouble placing an order. What should I do?

If you experience difficulties during checkout, please try the following:

• Refresh your browser.

• Clear your browser’s cookies and cache.

• Try using Google Chrome or Safari.

• Ensure your internet connection is stable.

If the issue persists, please contact us at suevunstudio@gmail.com and include screenshots of the issue so our team can assist you.

Shipping & Delivery

5. Do you ship internationally?

Yes, we offer international shipping to selected countries, including:

Malaysia, Singapore, Indonesia, Vietnam, Philippines, Brunei, United Kingdom, Australia, France, Italy, Germany, Spain, Netherlands, Switzerland, Austria, Belgium, Portugal, Japan, South Korea, China, Hong Kong, Taiwan, Turkey, US, and the UAE.

If your country is not listed, please contact us at suevunstudio@gmail.com and we will assist you with available shipping options and costs.

Shipping fees are calculated during checkout.

Please note that customs duties, import taxes, and other applicable charges may vary depending on your country’s regulations.

We ship on a Delivery Duty Unpaid (DDU) basis. This means customs duties and taxes are not included in the checkout total and may be collected by the courier before delivery. Please monitor your email or phone for any notifications regarding applicable charges.

6. How long will delivery take?

Estimated delivery times vary depending on the destination and courier service.

Delivery estimates do not include order processing time.

For more information about shipping timelines or urgent delivery requests, please contact suevunstudio@gmail.com.

7. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

Please allow up to 48 hours for tracking information to appear in the courier’s system.

8. My tracking information isn't updating. What should I do?

In some cases, the courier may take 1–2 working days to register your shipment or update its tracking status.

If your tracking number is not working or your shipment status has not updated after this period, please contact us at suevunstudio@gmail.com for assistance.

9. My package is marked as delivered, but I haven't received it. What should I do?

If your parcel is marked as Delivered but you have not received it, please check with:

• Household members.

• Neighbours.

• Building management or reception.

If you are still unable to locate your parcel, please contact the courier directly for further assistance.

Once a parcel is marked as delivered, Suevun Studio is not responsible for parcels that cannot be located. However, we encourage you to contact us if you need assistance with the delivery investigation.

Returns & Exchanges

10. Do you accept returns or refunds?

We do not offer refunds.

Eligible returns may qualify for store credit, subject to our return and exchange policy.

Please refer to our full Return & Exchange Policy for detailed terms and conditions.

11. What items are eligible for an exchange?

Exchanges are accepted only when all the following conditions are met:

• The item was purchased at full price.

• You received the wrong item, colour, or size.

• The exchange is for the same product and design.

• The exchange request is submitted within 14 days of receiving your order.

• The item is unused, unwashed, unaltered, and in its original packaging.

Each order is eligible for one exchange only.

Items purchased during sales or promotional periods may not be eligible for exchange.

12. How do I request an exchange?

To request an exchange, please email suevunstudio@gmail.com with the following information:

• Your order number.

• The item(s) you wish to exchange.

• The reason for your exchange request.

Our team will review your request and guide you through the next steps.

Please do not send any items back before receiving confirmation from our team.