Frequently Asked Questions

How to create my e-shop account ?

Click on the tab "my account" at the top right of the homepage.
Enter your e-mail and click on the tab "create your account".
 

How to connect to my account?

Enter your e-mail address and your password when confirming your first order and click on "login".

If you have forgotten your password, you can obtain it by e-mail on the login page by clicking on the link "you forgot your password"

If you are not yet a customer on our site, you must first create an account and provide your e-mail address.
 

How to change my postal address?

Log into "My Account", then go to "addresses", finally edit or fill in multiple addresses.
 

How to change my password?

If you have forgotten your password, you can obtain it by e-mail on the login page by clicking on the link "you forgot your password"

How to subscribe to the newsletter?

Log in to "My Account", from the "newsletter" section and check "subscribe to the newsletter".

How do i unsubscribe to the newsletter?

Log in to your account, from the section "my personal information", uncheck the box "subscribe to the newsletter".
 

How to create my wishlist and my alerts?

Select one or more items that you want to purchase later.
Click on the tab "add to my Wishlist" after selecting the color and size in the product description.
You will find your selection by clicking on "My account" heading "wishlist".
Warning the wishlist is not a reservation of products but a pre-selection which you will be able to add directly to the basket.
 
A size is no longer in stock directly in the product description, click on "warn me of its availability". You will then receive by e-mail to inform you priority of the restocking of the product in your size.
 

How do you manage my personal data?

In accordance with the General Regulations on Data Protection - RGPD of June 20, 2018, SUNCOO is committed to protecting your personal data.
SUNCOO collects and processes this data, in particular to manage our customer relations and to send direct communication to essentially respect the fulfillment of orders.
This data is only intended for the services in charge of customer relations (sales and marketing departments, customer service), as well as the external providers services, we use.
They will be kept for 3 years from your last interaction on the e-shop site.
 
In accordance with the regulations applicable to personal data, you have a right to access, rectify, delete or limit their processing, as well as their portability that you can exercise by contacting our Customer Service on our site, "contact us" form or by mail, at SUNCOO - Customer Service: 62 rue La Boetie - 75008 Paris.

How to delete my account?

If you wish to delete your e-shop account, please contact our Customer Service via the "contact us" form. The deletion of your data will be effective within 72 hours.To place a new order later, we invite you to create a new account.
 

How to choose my size?

You will find a size aguide in the product description below the « add to cart »
For more information, click on the size guide
 

How to make a quick purchase?

Directly on the product, you will find the tab "buy this article", you will be directed directly to the product. Then click on "add to cart"
 

How to book an item in my cart?

Your product is booked in your cart for a period of 30 minutes. Beyond this period, the availability of your product is no longer assured. Your cart will be saved for 7 days. You can find your products in your cart on all your screens (mobile and desktop) while being connected to your account.
 

How to modify or remove an item from my order?

Your product is booked in your cart for a period of 30 minutes. Beyond this period, the availability of your product is no longer assured. Your cart will be saved for 7 days. You can find your products in your cart on all your screens (mobile and desktop) while being connected to your account.
 

How to add a promo code ?

Before finalizing your order, fill in the promo code in your cart.
 
The coupon does not work or the discount did not apply? Contact Customer Service via the "contact us" form.
 

Has my order gone through? How to know if it has been prepared?

A payment confirmation email will be sent to your email address and an order confirmation email too.
The order will be handled of by our preparation team in the following hours.
You can follow the preparation in your customer account in the "Orders" section
-in progress status : your order is in preparation progress by our logistics team
-in transit staus : your order has been given and taken over by the carrier, the delivery is in progress. You can then follow the delivery of your package by clicking on the tracking number provided for.
 

Do you offer gift cards?

We do not offer the sale of gift cards on our e-shop.
Vouchers can be issued in stores but are not refundable.
We invite you to subscribe to our newsletter to be informed of all new in.

Is online payment secure?

We secure 100% of the transactions of our e-shop. We use SSL encryption technology to protect your banking data. These data do not pass on our e-shop and are inaccessible to a third party.
 

How can i pay my order?

You can pay for your purchases by creating an account with credit cards: Visa, Mastercard, or American Express and PayPal. We do not accept other payment methods and you cannot pay in installments.
 

When is my payment debited from my bank account?

Your bank card will be debited once your order has been confirmed. A payment confirmation email will be sent to you.
 

what has if my payment been refused?

We advise you to check that no payment confirmation and / or order email has been sent to you.
If your payment is refused, we invite you to contact your bank directly.
 

How to edit an invoice?

Your invoice will be available on your customer account.
To do this, log in to your account. Go to the "My Account > My Orders" page. Your invoice is downloadable.
 

What are countries, shipping services, delivery times?

We deliver to France and International Countries from our e-shop.
Every tax and any customs charges are paid by the customer.
You can choose either express Chronopost delivery, by So colissimo and Colissimo International.
 
Your order will be processed as soon as it is confirmed, from Monday to Friday (excluding public holidays).
However, during certain periods (in particular during sales and other promotional events), the processing period may be longer due to the greater number of orders to be delivered.
 
Delivery TNT is guaranteed within 24h (all orders placed before 12h is shipped the same day for delivery the next day before 13h and delivery Monday to Friday, excluding weekends and holidays, subject to availability of products and confirmation of the payment).
 
Colissimo delivery is made within 2 to 5 working days for France (delivery Monday to Saturday) and between 5 to 14 days for International.

Beware that non-refundable tax and customs duty might be applied to your order (shipping and return) by your country local customs.
 
For more details on all countries delivered and our delivery rates, you can refer to the page of the General Conditions of Sale of our website.

What are the delivery rates?

Postage rates vary depending on the delivery option chosen and the country being shipped to.
Beware that non-refundable tax and customs duty might be applied to your order by your country local customs.
 
France only (excluding Corsica):
TNT to your home address: 12 € for a home delivery 24h after shipping the order (48 hours for Corsican).
TNT to your the office address: 12€ for a delivery at your place of work 24 hours after the order has been shipped (48 hours for Corsican).
TNT relay point: 10€ for delivery to your dealer 24h after shipping the order (48 hours for Corsican).
 
France & Monaco:
Colissimo to your home address : 8€ for a home delivery between 2 and 5 working days.
Colissimo to your home address with signature : 9€ for a home delivery between 2 and 5 working days.
Colissimo to a pick-up point : 5€ for pickup delivery between 3 and 5 working days.
 
European Union:
Colissimo to your home address: from 12 € for a delivery between 3 and 8 working days.
 
Outside the European Union:
Colissimo to your home address: from 25 € for a delivery between 3 and 8 working days.
 
For more information on countries delivered and our delivery rates, you can refer to the page of the General Conditions of Sale of our website.

How can i change a delivery address once my order has been confirmed?

Contact customer service via the "contact us" form or by phone specifying your order number. The modification of an address will only be possible if the order has not been sent by our warehouse.
If the order is being delivered, it will come back to us due the incorrect address and our customer service will contact you on its return.
 

How to track the delivery of my order?

The tracking number is indicated in the confirmation email, the link redirects you to the carrier's website.
Or sign in to your account in the "order" section and click on the tracking number
 

Why have i not received my order?

First, check the progress of your package with the tracking number that is indicated in the confirmation email or on your account
If no information is provided, contact customer service via the "contact us" form with your order number and tracking number. An investigation will be opened internally and with the carrier.
 

What are the conditions for returning products?

Metropolitan France and Belgium :

Return labels by Mondial Relay are downloadable, you have to register your return and follow the few steps on your customer area.
The amount of €3 corresponding to the return shipping costs will be deducted from your refund.

Europe & International :

Returns costs are at your own charge, no refunded.
To return an item, simply request the return form to customer service via the "contact us" and return the completed document and the item (s) to return to the following address :

SUNCOO GROUPE - CUSTOMER SERVICE 
CARRYLOG
10 rue Jean-Pierre Timbaud
95190 GOUSSAINVILLE
 
All items must be returned in their original state with the original packaging and the label present. They must not have been worn, adjusted, damaged, dirtied or be missing any pieces.
 
For more information your right of withdrawal, you can refer to the page of the General Conditions of Sale of our website.
 

What are the Click & Collect return conditions ?

The Customer has 30 days from the date of collect to make a return. 

If the order has been collected, it must be returned by post as follows : 

-Log on to the website and go to the customer area 
-Choose the reason for return 
-Download and print the Mondial Relay return label and the return slip to be placed inside the parcel. 

We highly recommend the customer to try the product(s) in-store before returning the order.

How do I return my order ?

Metropolitan France and Belgium

You have 30 days from the date you receive your order to return it to us for a refund by Mondial Relay.
The amount of €3 corresponding to the return shipping costs will be deducted from your refund.

- Submit a return request online, by going to your customer account following the various steps.
- Stick the return shipping label supplied with your order to your parcel and drop it off at your preferred collection point.
- Your refund will be processed within 14 working days of taking your parcel to the drop-off point.

If you choose an other carrier, return costs will be at your own expense, the refund is not possible.
Be careful, the address return is not the same than Mondial Relay : 

SUNCOO GROUPE - SERVICE CLIENTS
CARRYLOG
10 rue Jean-Pierre Timbaud
95190 GOUSSAINVILLE

Returns for online orders are possible in stores :

Returns are free at SUNCOO stores*. By returning your item to your nearest store, you are helping to reduce CO2 emissions caused by transports.

*Eligible stores : Marais / Saint-Germain-des-Prés / Charonne / Boulogne / Les 4 Temps / Lyon / Aix / Nantes / Toulouse / Bordeaux / Menton

What is the deadline process and refund of my return?

You have a period of 30 days to return your item, from the date of delivery.
 
You will receive an email confirming your return is being processed. The treatment delay is 14 working days since the reception date of the return.

Are shipping costs refunded if I return a product?

The shipping costs charged to you when you placed your order are refunded only if you return the entire order within 30 days.

Are the return costs refunded?

Return shipping costs are at your own charge and are not refunded if you choose another carrier than Mondial Relay.
The return label has to print through the customer account (valid from France and Belgium). 

Are exchanges possible?

We do not make any exchanges on our website and in our stores.
All returns are refunded, you may place a new order on the e-shop
 

How to do if my product is defective?

Contact customer service via the "contact us" form on the website. The customer service will contact you to give you the terms of this return.
After production control, the defective product will be replaced and returned at our expense or refunded in case of out of stock.
 

Where to find our stores and what are the opening hours?

For all information about our stores, find us on the store locator
 
For all new openings and shop events, subscribe to our newsletter to be informed in preview.
 

Deliveries and returns are possible to store?

Click & Collect is available in the following stores: 
-Saint-Germain-des-Prés
-Marais
-Les 4 Temps
-Charonne
-Boulogne Billancourt
-Bordeaux
-Toulouse
-Lyon
-Aix
-Menton

For purchases made in stores :
No refunds possible.
The customer has 30 days to make an exchange.
Any return e-shop is subject to a refund.
 
For more information on the delivery, you can refer to the page of the General Conditions of Sale of our website.

Is a store credit note can be valid on the e-shop?

The credit note issued in store are not valid on the e-shop. Our website does not allow payment by credit note.