Ordering & Payment
What payment methods do you accept?
We accept major payment options including Visa, Mastercard, and American Express. We also support digital wallets such as Apple Pay and Google Pay for a smooth checkout experience.
When will my payment card be charged?
Your payment account is charged at the time your order is completed and authorised online.
Is my payment information kept secure?
We apply robust industry-standard encryption protocols and administrative safeguards to protect your personal and payment details during transit and processing.
—
Shipping & Order Status
Which countries do you ship to?
We deliver across European territories. All orders are processed and dispatched from our facilities located in Bulgaria.
How long does order handling and shipping take?
Order processing and package preparation generally require 1 to 3 business days. Once dispatched via our primary logistics partners (such as DHL, FedEx, or UPS Priority service), transit times typically range from 4 to 10 business days depending on the final destination.
How can I track my shipment?
Automated shipping notifications are sent to the email address provided at checkout during key fulfillment stages, including order dispatch, carrier hub arrival, and local delivery routing. You can follow your package status through the tracking link provided in those messages.
What happens if my package is delayed beyond the standard window?
If your delivery exceeds the standard estimated window, please contact our customer care team. We will initiate a formal trace with the logistics carrier and, depending on the outcome, arrange either a product re-shipment or a complete refund.
—
Cancellation & Right of Withdrawal
Can I cancel my order after placing it?
If your order has not yet entered the dispatch process, you may request a cancellation by contacting us via email. Once an order has been handed over to the carrier, standard withdrawal procedures apply.
What is the Statutory Right of Withdrawal?
Under European consumer legislation, European Union customers have the right to withdraw from a purchase within 14 days without giving any specific reason. The withdrawal period expires 14 days from the day you, or a designated third party (other than the carrier), receive physical possession of the goods.
How do I exercise my withdrawal right?
To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement via email to zhaolei@sunhatclub.com prior to the expiry of the 14-day period.
—
Returns & Refunds
What is the standard return procedure for non-damaged items?
Upon notifying us of your decision to withdraw within 14 days, items should be dispatched back to our designated warehouse address in suitable condition. Customers are responsible for direct return carriage costs unless otherwise agreed. Upon receipt and inspection of the returned items, we will issue a refund using the original payment mechanism.
What should I do if my item arrives damaged or defective?
If you receive a defective or damaged product, please inform us by email at zhaolei@sunhatclub.com promptly upon receipt. Please include photographic evidence illustrating the fault along with your order reference number. Physical returns are not required for verified damaged or defective items; upon verification of the photographic evidence, we will process a replacement dispatch or a full refund.
When will I receive my refund?
Approved refunds are processed promptly to the payment mechanism used during the original transaction. Financial institutions usually reflect credited amounts within several business days depending on individual banking clearing schedules.
—
Product Information & Care
Are your product listings and inventory images original?
Yes. All visual materials and product specifications featured across sunhatclub are original media assets created specifically for our product lines and catalog displays.
How should I maintain and care for sunhatclub items?
For optimal longevity, sunhat products and hat display racks should be stored in dry conditions away from prolonged direct exposure to adverse weather elements. Specific care guidelines can be confirmed via our customer support contact.
—
Customer Support
How can I reach customer support?
For any order inquiries, product details, or return requests, please contact our support team directly via email at zhaolei@sunhatclub.com.