Refund Policies

Return & Exchange Timeframe

  • EU Consumer Rights: In accordance with the EU Consumer Rights Directive (2011/83/UE), consumers residing within the European Union have the right to withdraw from their purchase within 14 days of delivery, without providing any justification.

  • To start a return or exchange process, simply email us at customerservices@sunshorebrand.com and our team will guide you through the next steps.

Return Conditions

To be eligible for a return or exchange, items must meet the following strict criteria:

  • Items must be unworn, unwashed, and in their original, pristine condition.

  • The hygiene protection strip and all original tags must remain attached.

  • Returns that do not meet these conditions cannot be accepted and will be sent back to the customer.

  • Please reuse the original packaging whenever possible to protect the items during transit.

Return Shipping Costs

  • Standard Returns: Return shipping costs are covered by the customer. We highly recommend using a tracked or registered shipping method, as we are not responsible for packages lost during return transit.

  • Exchanges: For size or style exchanges, the customer covers the return cost, but Sunshore Brand will cover the shipping cost of sending the new item back to you.

  • Unpaid Fees: Returns sent with unpaid duties or additional fees cannot be accepted.

International Returns (Non-EU)

  • Orders returned from outside the European Union may be subject to customs fees, which are the sole responsibility of the sender.

  • If fees are required for us to receive the parcel, we will contact you for approval before proceeding. Any approved customs costs will be deducted from your final refund amount. If not approved, the parcel will be sent back to the sender and the return will not be processed.

Damaged or Incorrect Items

Every piece is carefully checked before leaving our studio. However, if something isn't right when your order arrives, please contact us as soon as possible:

  1. Email us with a short description of the issue.

  2. Include clear photos of the defect or the incorrect item.

  3. Once the mistake or defect is confirmed by our team, we will cover all return shipping costs and arrange the best solution (replacement or full refund).

Refund Processing

  • Inspection: Refunds and exchanges are processed only after the returned item arrives at our studio and passes a quality inspection.

  • Approval: Items must fully meet our return conditions to be approved. Once approved, the refund will be issued automatically to your original payment method.

  • Timeline: Please allow up to 10 business days for the refund to be processed and reflected in your account, depending on your bank.

Contact Us

For any questions regarding returns or exchanges, please contact us:

  • Email: customerservices@sunshorebrand.com

  • Address: Apartado 001140, EC Santo António dos Cavaleiros, Largo D'el Rei Dom Duarte, N1, 2660-999, Santo António dos Cavaleiros, Lisbon, Portugal.