PRODUCTS & Discount
SuiFrens Discount
We offer token gated discounts! Simply connect your wallet to verify your ownership of SuiFrens and enjoy 33% off sitewide. Learn more here.
I have a SuiFren, where is my discount?
Click Cart and go to Check Out. Your discount should show up in your cart. If it's not visible immediately, try refreshing the page to see the discount reflected.
WHAT SIZE SHOULD I GET?
All items fit true to size. If you are unsure what size to order, reference the product page of the item you're interested in for specific sizing information.
CAN YOU GIVE ME MORE INFORMATION ABOUT A SPECIFIC PRODUCT?
Sure, please get in touch with us when you desire more information about a product. Our customer service agents are always here to help you.
THE PRODUCT I’M LOOKING FOR IS OUT OF STOCK. WILL IT BE RESTOCKED?
We're sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked.
Sign up for our email list to get the latest on new products and restocks of your favorite SuiFrens characters & merchandise.
WHEN CAN I EXPECT NEW PRODUCT?
Subscribe to our email and follow us on our socials to be the first one to know about updates and product releases! support@suifrens.com
Orders
WHAT IS THE CURRENT STATUS OF MY ORDER?
Once you have placed your order, you will receive a confirmation by email. We will then start to process your order as soon as possible. When the order is ready for shipment, you will receive an email with the tracking information. You can use this information to track the shipment of your order until it is delivered.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION. WHY NOT?
It can take up to 2 hours after you have placed your order, for you to receive the confirmation e-mail. Please also check your spam inbox.
If the payment has been processed and you haven’t received a confirmation after two hours, please get in touch with our customer service - info@suifrens.com
CAN I CANCEL MY ORDER?
Once an order is placed we instantly process your order to ensure the quickest delivery possible.
However, if you wish to cancel your order, please contact us immediately. We will look into the status of your order to determine if your order can be canceled.
Please be advised that once an order has been fully processed, no changes or cancellations can be made to your order.
I’VE CHANGED MY MIND. CAN I CHANGE MY ORDER?
In order to process all orders quickly, we immediately send all orders to our warehouse, so they can be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.
If you wish to cancel your order, please contact us immediately. We will look into the status of your order for you.
If the order has been shipped already, you can return your order within our 14-Day return policy.
I MADE A MISTAKE WITH MY ADDRESS. WHAT CAN I DO?
Everybody makes mistakes! When you accidentally fill in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.
In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. Once your order is processed, unfortunately, it is no longer possible to make adjustments.
PAYMENTS
WHAT ARE THE AVAILABLE PAYMENT METHODS?
You can pay for your order with the following options:
Visa
Mastercard
American Express
ShopPay
ApplePay
Sui
MY PAYMENT HAS FAILED. WHAT SHOULD I DO?
On our website we work with a "first come, first serve" system. This means that it can happen that a product becomes sold out after you have put it in your basket. To avoid disappointment, we therefore advise you to complete your order as soon as possible.
During checkout, do you get the message "Authorization failed" when you pay with a credit card? If so, delete your cookies, use an alternative browser or try a different payment method.
Have you not received an order confirmation from us, but the purchase amount has been debited from your account? Please contact our customer service as soon as possible so that we can process the order manually. Send us a screenshot of the payment so that we can deliver your order to you as soon as possible.
DO I HAVE TO PAY IMPORT DUTIES IN ORDER TO RECEIVE MY ORDER?
All shipments crossing international borders are subject to the assessment of duties and taxes imposed by the importing country's government. Payments of these charges and taxes are your responsibility and will not be covered by any payments made on this site. For further details of charges, please contact your local customs office.
SHIPPING & DELIVERY
WHERE DO YOU DELIVER?
United States + the following countries: United Arab Emirates, Austria, Australia, Belgium, Canada, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Hong Kong SAR, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden, Singapore.
Please contact info@suifrens.com if your country is not located and we will provide options for delivery.
WHAT ARE THE SHIPPING COSTS?
Shipping costs will vary per destination and package size and will be calculated at checkout based on the items added to your cart.
I AM EXPECTING A DELIVERY BUT IT HASN’T ARRIVED. WHAT CAN I DO?
We’re sorry to hear that your package hasn’t been delivered yet, but don’t worry. Always check the tracking link you received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and the estimated delivery time unchanged? Then please check your mail to see if you received a note from the shipping company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled.
In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with our customer support. We will look into the whereabouts of your parcel to ensure a quick delivery.
RETURNS
WHAT IS YOUR RETURNS POLICY?
Our returns policy allows you to return products unused within 14 days after the delivery. You can open the parcel and check the contents. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original SuiFrens labels attached and in the original packaging. For more information, click here.
HOW CAN I RETURN AN ORDER?
You have 14 days to return your order after the delivery. Orders must be returned unused and in the original packaging still attached. Furthermore, items have to be unwashed and with all labels still attached. Return costs are not covered by SuiFrens.
After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment. SuiFrens is not liable for missing items.
Once we have received your return, we will do our best to process it quickly. Please keep in mind sale & holiday periods might require extra processing time.
MY RETURN ARRIVED AT YOUR WAREHOUSE MORE THAN 14 DAYS AGO. WHAT SHOULD I DO?
We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us? Please keep your order number and tracking code ready, so we can help you quickly.
WHEN CAN I EXPECT MY REFUND?
We will refund your return as soon as possible and at the latest within 14 days after the delivery. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.
WHAT ARE THE COSTS TO RETURN YOUR ORDER?
In the event that you received an incorrect or damaged item, we will provide you with a prepaid shipping label. For all other returns, you are responsible for postages costs.
MY PURCHASE IS DAMAGED. WHAT SHOULD I DO?
We’re sorry that the item that you purchased is damaged. Please follow our return policy to return the order.
Return costs for faulty items are covered by SuiFrens.
HOW DO I KNOW YOU RECEIVED MY RETURN?
Once we have received your shipment, we will process the return as soon as possible. Once it is processed in our warehouse, we will start the refund process. We will send you an update once your order is received and refunded.
CONTACT
Can’t find what you’re looking for? Email us at: info@suifrens.com
We are available Monday to Friday from 9AM - 5PM PST and will respond with in 12-24 hrs or less!