FAQ

How do I create an e-shop account?
Click on the "my account" button at the top right on the home page.
Type in your e-mail address and click on the "create an account" button.
How do I access my account?
Type in your e-mail address and the password provided when you placed your first order and click on "log in".
What if I forget my password?
Click on the "my account" button at the top right on the home page. Click on "forgotten password?" in the "already registered" section. Provide your e-mail address and then click on the "recover" button. The password will be sent to you by e-mail.
Are you still having trouble logging in? Contact customer services using the contact form.
How can I change my personal details?
Log in to your account and click on the "my personal details" section. Change the details you want to and then click on the "save" button.
How do I subscribe to the newsletter?
Log in to your account, and then in the "my personal details" section tick the "subscribe to the newsletter" box.
How do I unsubscribe from the newsletter?
Log in to your account, and then in the "my personal details" section untick the "subscribe to the newsletter" box.
How do I create a wish list?
Select one or more items you wish to purchase at a later date.
Click on the "add to my wish list" button after you select the colour and size on the product form. You can review your selection at any time by clicking on "my account" and then on "my wish list". NB: the wish list is a pre-selection of products; it does not reserve the items for you.
How do I search for a particular item?
Click on the magnifying glass icon at the top right on the menu bar. Type in the reference number, name or type of product you are looking for and then click on "OK".
What do I do if my product is faulty?
Contact customer services using the website's "contact us" form. Customer services will get in touch and let you know how to return the product.
After it is checked, the faulty product will be exchanged and the new product sent out at our expense or, if it is out of stock, you will be refunded.
Where do I find the size guide?
You will find the size guide in the product form which is in the "size" section, just above the "add to basket" button on the right.
How do I place an order?
To place an order, you need to add one or more items to your basket. Click on a photo to access the product information and select your colour and size, then click on "add to basket". Click on the "order" button, add your invoice address and click on save. You will be sent to a page recapping your purchases.
  1. Enter the delivery address.
  2. Choose the delivery method and tick the box "I have read the terms and conditions and accept them without reserve".
  3. Select a payment method.
Click on the "pay now" button. You can follow the progress of your order at any time through your account. Click on the "my orders" button to check your order's progress and print out an invoice.
How can I change an order?
You can change an order at any time up to the point where you confirm payment. Click on the "my basket" button at the top right on the home page. Select a different quantity by clicking on the buttons showing a + or - sign, or click on the cross to remove an item.
How do I use my discount voucher?
When you reach the "basket page" you will find a "special offer code" section. Type your discount voucher in here then click "OK". The code doesn't work or the reduction doesn't show up in the total? Contact customer services using the "contact us" form.
Has my order gone through?
A payment confirmation e-mail will be sent to the e-mail address associated with your account along with an e-mail confirming your order.
How can I alter or remove an item after my order has been confirmed?
Once the order is confirmed you cannot alter or cancel it.
Is on-line payment safe?
Your orders on our website are completely secure. All purchases on suncoo-paris.com are protected using the 3D Secure system. Your bank details are encrypted and automatically disappear once the payment has gone through. Vos coordonnées bancaires sont cryptées et disparaissent automatiquement après règlement.
What methods of payment can I use?
You can pay for your order using the following bank cards: Visa, MasterCard, Carte Bleue or American Express. We do not accept any other payment methods; you cannot pay in instalments.
When is the payment debited from my bank account?
Your bank card will be debited once your order has been confirmed. You will be sent an e-mail confirming payment.
Can I use a store credit note in the e-shop?
Credit notes issued by stores are not valid in the e-shop.
Why has my payment been refused?
If your payment is refused, we recommend you contact your bank.
What currency will I be invoiced in?
The final price is always in euros.
All prices given in other currencies are calculated using the exchange rate of the day and are approximative and are only offered as a guide. They should only be taken as an indication of the final price in the currency of your country, subject to possible additional costs such as bank charges. The total that appears on your bank statement will equal the amount in your local currency based on the exchange rate applied by your bank at the time your card was debited plus any additional charges. This means the exchange rate applied by your bank may not be the same as that given for information only when you made your purchase.
Where do you ship to?
We deliver to France and Monaco, Europe and outside of Europe.
What shipping services do you use?
You can choose either express Chronopost delivery or So Colissimo delivery.
How long does delivery take?

Your order will be processed as soon as it is confirmed, from Monday to Friday.
However, during certain periods (particularly during the sales or other promotional events) the processing period may be longer because of the large number of orders we receive.

Chronopost delivery is guaranteed to be dispatched within 24 hours (all orders placed before noon are dispatched the same day for delivery the following day by 1 pm; dispatch and delivery from Monday to Friday, excluding weekends and bank holidays, subject to stocks being available and payment being confirmed).

Colissimo delivery takes between two and five working days for France (deliveries from Monday to Saturday).

How can I change the delivery address once my order has been confirmed?
Contact customer services using the "contact us" form or by telephone and give us your order number. The delivery address can only be altered if the order has not yet left our warehouse.
How much does delivery cost?
Postage rates vary depending on the delivery option chosen and the country being shipped to.
  • France mainland only :
    TNT homes: 12 € for France (except Corsica) and 21 € for Corsica only. Home delivery 24h after shipment of the order.
    TNT office: 12 € for France (except Corsica) and 21 € for Corsica only. Delivery to your work place 24 hours after the shipment of the order.
    TNT relay point: 10 € for France (except Corsica) and 20 € for Corsica only delivery to your shopping 24 hours after shipment of the order.
  • France and Monaco:
    So Colissimo to your home address: €7 for home delivery within two to five working days.
    So Colissimo to a pick-up point: €6 for delivery to a pick-up point within three to five working days.
    Chronopost: €16 for express delivery to your home address within 24 hours.
    Chronopost relay: €15 for express delivery to a relay point within 24 hours.
  • European Union:
    So Colissimo to your home address: from €12 for delivery within three to eight working days.
    Chronopost: from €27 for delivery within one to three working days.
  • Outside of the European Union:
    So Colissimo to your home address: from €25 for delivery within three to eight working days.
    Chronopost: from €56 for delivery within two to six working days.
How can I track my order?
The tracking number is given in the confirmation e-mail along with a link to the carrier's website. If no information is shown, contact customer services using the "contact us" form and give your order number and tracking number. We will make inquiries with the carrier.
Why have I not received my order?
First, check the progress of your package using the tracking number in the confirmation e-mail or in your account. If no information is available, contact customer services using the "contact us" form and give your order number and tracking number. We will make inquiries with the carrier.
What are the conditions for returning goods?
All items must be returned in their original state. They must not have been worn, adjusted, damaged, dirtied or be missing any pieces if the item included multiple pieces.
How do I return an item?
To return an item, you should contact us using the "contact us" form available when you are connected to your account. For a refund, indicate why you are returning the item.
  • In "my account", click on the "order history" section.
  • Select the order you wish to return. Choose the item concerned from the dropdown list (if returning the entire order, click on the first item and indicate the type of return in the message box). Once you have written your message click on send. Customer services will contact you and let you know how to return the product.
  • Refunds: are made to the bank account used to pay for the order and are made within 72 hours.
You should return the article to the following address:
Suncoo- logistique
110 bis avenue du général Leclerc
Bâtiment 2, niveau 1
93500 Pantin FRANCE
Please note: If you return an item without indicating the reason, it will be automatically refunded.
How long do I have to return an item?
If you wish to return an item you must do so within 30 days of delivery.
How long will it take to process a returned item?
You will receive an e-mail confirming your return is being processed. This can take up to 30 days but your request will be handled within 72 hours of your return package arriving at our warehouse (excluding during promotional events).
Are delivery costs refunded if I return an item?
The delivery costs charged to you when you placed your order will only be refunded if you return the items within seven days (starting from the date you received the goods).
Do I have to pay the postage for returning an item?
Yes, the customer has to pay return postal costs.
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