Customer care

The below online purchase information governs purchases made through this website.

 

PRODUCTS AND AVAILABILITY

All products and purchases are subject to availability. At SUOAK, we make every effort to only display items that are in stock and available to ship, but from time to time there may be instances where an item displayed on the website may be out of stock. We apologize in advance for if this should occur. Once an order is placed, you will receive an initial email indicating your desire to make a purchase. Please note that the first email is not a confirmation that the products you selected are available. Upon your order being approved and processed for shipment you will receive a second email containing the details of your order and a tracking number.

We reserve the right to limit the quantity of products we supply, supply only part of an order or to divide up orders, as necessary. We further reserve the right to alter the terms or duration of any special offers or sale promotion. If we are unable to fill your order we will attempt to contact you, and if we are unable to contact you, we will treat the order as cancelled.

Each customer may make online purchases of up to ten items per style. If you would like to purchase additional quantities, please contact a SUOAK sales representative via email at: customercare@suoak.com

 

PRICING AND PAYMENT

At SUOAK we try to ensure that prices on our website are accurate, but it is possible that errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, please note that we will treat the order as cancelled.

Title to any products you order on this website and damage to products or risk of loss, passes to you on delivery of the products, provided that we have received payment in full for the products.

Prices displayed on the SUOAK website are quoted in U.S. dollars.  SUOAK currently accepts only Visa, MasterCard and American Express for on-line purchases.

Please note that your credit card will not be charged at the time you submit your order. The transaction will be charged to your credit card only after we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped.

 

SALES TAX

SUOAK charges state, local and county taxes on online transactions, as required by applicable laws. Please note that the total amount of your on-screen transaction reflects the estimated tax. The actual sales tax may vary from the estimated tax  and will be calculated when your order is shipped .

 

SHIPPING AND DELIVERY

All domestic orders are shipped via UPS, and for security purposes, SUOAK online purchases require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or APO/FPO addresses, which are not available through UPS.

When estimating the total delivery time for your purchase, please allow one to two business days to process your order for shipment, in addition to the time indicated by your preferred shipping method (i.e. UPS next day, second-day, ground). Orders are processed and delivered Monday through Friday, excluding holidays. SUOAK cannot be responsible for unanticipated delays.

 

ONLINE PURCHASE RETURN POLICY

SUOAK wants to ensure your complete satisfaction. For SUOAK online purchases only, we will accept return of full-priced merchandise accompanied by a return authorization number. In order for us to grant the return, the return authorization must be requested from SUOAK within 10 days of receiving your order. Return packages must be postmarked no later than 15 days from the date of original purchase. Sale merchandise is a final sale.

Merchandise must be returned with their original packaging. Merchandise must be unused, unworn and in an unaltered condition. All original tickets must be attached and a copy of your invoice must be enclosed with your return authorization number clearly documented.

SUOAK reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, SUOAK will send the product(s) back to the customer.

Refunds may only be issued in the same form as payment and shipping costs are non-refundable.

For multiple product orders, we kindly ask that the merchandise be returned in one consolidated package.

Please note that a different return policy is applicable for in-store purchases, and online purchases cannot be returned in-store at this time.

Instructions for returning merchandise are included with each shipment. Upon receipt of returned merchandise, every effort will be made to ensure a prompt refund, and an email notification will be sent once the return has been processed.

 

RETURN BY MAIL

You may request a return authorization number within 14 days of receiving your order via email at: customercare@suoak.com, or if you created your order with an account, sign into ‘my account’. In ‘purchase history’, select your order from the drop-down menu and click on the items you would like to return.

Pack your unused merchandise securely and ensure that the return authorization number is indicated on a copy of your invoice.

Please ensure that your package is insured for the full value, and sent via a traceable method, such as UPS, FedEx, or USPS Priority Mail.

Once we have received and processed your return you will be notified by email.

Please allow 2-3 weeks from the shipping date for your return to be processed.

If you are requesting an exchange of a product, please follow the return guidelines and place a new order online. Your refund will be processed within 2-3 weeks after the return shipping date, and your account will be charged once the exchange item has been shipped.

Please send all returns and exchanges to the following address:

SUOAK LLC

325 W 38th St. #306

New York, NY 10018

If you have received an item as a gift or have not yet set up an account with us, please contact us at customercare@suoak.com for assistance.

 

INTERNATIONAL ORDERS

SUOAK is pleased to now offer shipping worldwide. SUOAK has partnered with a trusted third-party company, international checkout, to fulfill orders for our international customers. international checkout is a leading international ordering provider offering secure international transactions and customer support to over 250 destinations including APO/FPO addresses.

To place an international order, simply put the items you wish to purchase in our shopping cart and choose the "international checkout" option when you proceed to purchase. Your items will be transferred to international checkout for processing. You may pay by international credit card, Paypal or bank transfer. International checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries, including returns and exchanges should be directed to international checkout at support@internationalcheckout.com.

To check the status of your order or track your package, please login to your international checkout account at: https://www.internationalcheckout.com/login.php.

Please visit the international checkout customer service page for more information and phone numbers in your area.

 

CHANGES / CANCELLATIONS

If you wish to cancel or modify your order, please send an email as soon as possible to: customercare@suoak.com

We will make every effort to accommodate your request, however, once an order has been processed for shipment please note that we are unable to modify or cancel the order for any reason. In this case, please refer to our return policy and return your purchase once you have received it. If you would like to purchase a different product, please visit our website or contact a SUOAK online sales representative.

 

GIFT-WRAP

Should you select the “gift-wrap” option at check out, products will arrive suitable for gift giving in SUOAK packaging. Gift-wrapped products are tissue wrapped and enclosed in a signature SUOAK gift box. This is the only gift-wrapping option we offer at this time.

 

REPAIRS

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition please contact customer care immediately.

For all other repair requests please contact customercare@suoak.com

Please note that we can only repair items purchased from this website.