Sunfere Reviews 392

Reply from Sunfere

Jan 22, 2026

Dear Customer,

We’re truly sorry to hear about the inconvenience you’ve experienced, especially with your recent order. We completely understand how disappointing this must be, particularly when you were expecting your dresses to fit perfectly. 💛

After checking our system, we’re currently unable to locate your order based on the information provided here. It’s possible that the name or email address you used on Trustpilot is different from the one used when placing your order, which sometimes prevents us from finding the related record.

To help us resolve this for you as quickly as possible, could you please send your order number (starting with “FS”) and the email address used for your purchase to [email protected]
? Once we receive this information, our team will immediately verify your order and assist you with the return and refund process.

Please note that our reply time is usually within 24–48 hours, though responses might take slightly longer during busy periods due to higher message volume. We truly appreciate your patience and understanding, and we’ll make sure your concern is properly addressed once we have your order details.

Warm regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 22, 2026

Hi A A,

Your message absolutely made our day! 💖
We’re so happy to hear you love the quality and details — even down to the zippers! It means a lot to know you notice and appreciate the care we put into every piece.

Thank you for making us your new favorite store — we can’t wait to have you back again soon! 🛍️✨

Warmly,
Joe
sunfere Support Team

Reply from Sunfere

Jan 22, 2026

Hi Shaimaa,

Thank you so much for taking the time to share your experience with us! 💛
It truly means a lot to hear that you enjoyed your shopping journey and loved your piece — we always hope every customer feels confident and happy with their order.

We’ll be absolutely thrilled to have you back whenever you’re ready for your next find! Until then, sending lots of appreciation and warm wishes your way. ✨🌸

With love,
Joe
sunfere Support Team

Reply from Sunfere

Jan 22, 2026

Hi Sofie,

Thank you so much for sharing your lovely feedback! 💕
We’re so glad to hear that our team could help you so quickly — and even happier to know the coat turned out just as you expected!

It really makes our day knowing you’re satisfied with both the product and the service. We’ll be right here whenever you need us again. 🌸

Warm hugs,
Joe
sunfere Support Team

Reply from Sunfere

Jan 21, 2026

Hi Lia,

Thank you so much for taking the time to share your experience with us! 💛
We’re really happy to hear that our support team could make things easier for you along the way — that truly means a lot.

We completely understand that the delivery speed wasn’t ideal this time. It’s currently our peak season, and the shipping carriers are handling a high volume of parcels, which may have caused some delays. We’re working closely with them to improve this moving forward. 🚚✨

We’re so grateful for your patience and your kind words. Knowing that you’d shop with us again really made our day! 💕

Warm regards,
Joe
sunfere Support Team

Reply from Sunfere

Jan 21, 2026

Hi Larisa,

Thank you so much for taking the time to share your thoughts with us! 💕
We completely understand that ordering from a new online store can feel a bit uncertain at first — so we’re really happy to know your experience turned out so positive. 🥰

It means a lot to hear that you love every piece you received. Your trust and kind words truly made our day, and they inspire us to keep bringing beautiful designs and quality you can count on. 🌸

Warm regards,
Joe
sunfere Support Team

Reply from Sunfere

Jan 19, 2026

Dear Inas,

Thank you for sharing your feedback with us. We sincerely apologize for any frustration caused during your shopping experience, and we truly appreciate the opportunity to address your concerns.

Regarding your first order, we understand that you mentioned the return was due to the bride not liking the color of the dresses. At no point did we receive any mention of quality issues with the items. Specifically, for the blue dress — the Madeline Lace Embroidered Top & Maxi Skirt Set — the lace design visible on our website is identical to the one you received, which indicates there was no issue with the quality of the product itself. We addressed this in our communication on January 12th and kindly suggested that if the lace design wasn’t to your liking, it might be best to avoid lace-style dresses in the future. Additionally, the return and refund process for this order has been completed in accordance with our policy.

As for your second order, we would like to clarify that the estimated delivery time frame is as follows:

Processing time: 1–4 working days

Shipping time: 5–10 working days (excluding weekends)

Given that your order was placed on December 29th, it was unfortunately not possible for it to arrive in time for your wedding on January 10th, considering both the processing and shipping times. We understand how important this event was, which is why we proactively reached out to you on January 6th to inform you that delivery could not be made before your wedding. We also asked if you still wished to proceed with the order. We regret if this caused any confusion, and we apologize if our communication was unclear.

After receiving your confirmation on January 8th, we proceeded to cancel the order and issue a full refund. Please kindly check your account for the refund.

We deeply regret any inconvenience this has caused and truly appreciate your understanding. Our goal is always to provide the best possible service, and we hope to have the opportunity to serve you again in the future.

With warm regards,
Lea
Sunfere Support Team 💖

Reply from Sunfere

Jan 19, 2026

Dear Chantelle,

We sincerely apologize for the inconvenience and frustration this situation has caused. After checking your order, we can confirm that the dress you purchased was a pre-sale item, and its production is scheduled to be completed by mid-February at the earliest. We completely understand how disappointing this delay must have been, especially since you were expecting it to ship sooner.

To avoid similar situations in the future, we always recommend choosing from our in-stock items, which are ready for immediate dispatch.

As per your request, your order has already been canceled and fully refunded. The refund has been processed and will be credited back to your original payment method shortly.

We’re truly sorry for the inconvenience again and deeply appreciate your understanding. If you have any further questions regarding your refund or future orders, please don’t hesitate to contact our support team — we’ll be more than happy to help.

With warm regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 19, 2026

Dear Leonne,

Thank you for your feedback, and we sincerely apologize for any inconvenience you have experienced.

Regarding your order, we noted that on January 16th, you mentioned, “I was excited to receive my clothes purchased from you, however, when I tried it on I didn’t like the fitting and it’s not tall girl friendly. I want to return 3 items please.” At that time, you did not mention any wrong size issues.

Additionally, the three items you ordered were labeled as “Last Chance Items,” which were offered at a 70% discount. As per our policy, these items are not eligible for returns or exchanges, and we kindly informed you of this on January 17th.

If there was indeed a wrong size issue, we would appreciate it if you could send us a photo of the size tags via email. We will carefully inspect the items and offer a satisfactory resolution once the issue is verified.

As for sizing, our dresses are designed for a global market, not specifically for the UK. We highly recommend customers choose their size based on their measurements rather than relying solely on UK sizing to ensure a better fit.

We truly appreciate your understanding and are committed to resolving this matter to your satisfaction.

With warm regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 17, 2026

Dear Yvonne,

We’re truly sorry to hear about your experience and completely understand your frustration regarding the delay and communication issues. 💛

After carefully reviewing your order, we found that the shipment could not be processed because the delivery address provided was incomplete or contained errors. Our support team reached out to you via email to confirm the correct and complete address, but unfortunately, we did not receive a response.

To clarify, our records show that we have replied to your messages on January 12th and again on January 15th. It appears that our replies may not have reached your inbox — they might have been filtered into your spam or junk folder. To ensure you receive the necessary information, we have re-sent our responses using two additional email accounts to cover all possible delivery routes.

To prevent any further inconvenience, and since we have not received your address confirmation, we have proactively canceled your order and processed a full refund to your original payment method. Please allow a few business days for the refund to appear in your account, depending on your card issuer’s processing time.

We sincerely apologize for the misunderstanding and communication delay, and we truly appreciate your patience and understanding.

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Jan 16, 2026

Dear Camille,

We truly regret to hear about your disappointing experience with us and want to sincerely apologize for the frustration this has caused you. We completely understand how important it is to have a seamless shopping experience, especially when preparing for a special occasion like yours, and we are deeply sorry for not meeting your expectations. 💛

To clarify the situation, we would like to inform you that we unfortunately did not reply to your email sent on January 14th in a timely manner. Due to the increased volume of customer inquiries, along with a shortage in our customer service team, your email was unintentionally delayed. We sincerely apologize for this oversight and the lack of prompt communication.

However, we have already responded to your email on January 16th, and within that response, we provided detailed return instructions along with the necessary steps for processing your return. We kindly ask you to please check your inbox (and the spam/junk folder, just in case) for our reply.

Once we receive your return and verify the item is in its original, unused condition, we will proceed with a full refund as per our return policy. We are committed to resolving this as quickly and smoothly as possible.

We truly appreciate your patience and understanding during this time, and we assure you that your return request will be handled with priority moving forward.

Thank you again for your understanding, and we deeply apologize for any inconvenience caused.

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Jan 16, 2026

Hi Catalina 💖

Aw, thank you so much for sharing this — your message honestly made our day! We’re so happy to hear you loved both the dress and the handbag 😍 It means a lot to know you felt well taken care of too — that’s exactly what we hope every customer feels when shopping with us.

Thanks again for taking the time to write such a sweet review. Hope you enjoy styling your new pieces — they sound absolutely fabulous on you! ✨💐

Love,
Joe
sunfere Team

Reply from Sunfere

Jan 15, 2026

Dear Customer,

We’re truly sorry to hear about the inconvenience you’ve experienced, especially with your expedited shipping order. We completely understand how stressful this must be, particularly when you were expecting your dress for such an important occasion. 💛

After checking our system, we’re currently unable to locate your order based on the information provided here. It’s possible that the name or email address you used on Trustpilot is different from the one used when placing your order, which sometimes prevents us from finding the related record.

To help us resolve this for you as quickly as possible, could you please send your order number (starting with “FS”) and the email address used for the purchase to [email protected]
? Once we receive this information, our team will immediately look into your tracking update and ensure everything is properly followed up.

Please note that our reply time is usually within 24–48 hours, though responses might take slightly longer during peak periods due to higher message volume. We truly appreciate your patience and understanding, and we’ll make sure your concern is properly addressed once we have your order details.

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Jan 15, 2026

Dear Audrey 💐

Thank you so much for taking a moment to share your experience with us — it really means a lot! 💕 We completely understand how it can feel to hesitate at first, so hearing that you gave us a chance and ended up loving your dress truly makes us happy. Knowing that the fit and quality met your expectations is the best feedback we could hope for. 🌸

We’re so grateful for your trust and kind words — they genuinely brighten our day! Hope your new dress makes you feel as amazing as you look. ✨💖

Warmly,
Joe
sunfere Support Team

Reply from Sunfere

Jan 14, 2026

Dear Shona,

We sincerely apologize for the frustration and inconvenience this situation has caused you. We completely understand how disappointing it must be to not receive the support you expected, especially when you’re eagerly awaiting the dresses.

After carefully reviewing our system, we were unfortunately unable to locate your order based on the details provided. It’s possible that the name or email address you used here on Trustpilot might differ from the one used to place your order on our website. If you could kindly provide us with your order number (starting with "FS") and the email address you used to place the order, we will be able to look up your order and resolve this issue promptly.

Once we receive these details, we will take immediate action to help with your return or refund request. We assure you that your concern will be addressed as soon as possible.

We also want to mention that our standard response time is within 24–48 hours, but due to a higher-than-usual volume of customer inquiries, some delays may occur. We truly appreciate your patience and understanding during this time.

Thank you again for your feedback, and we look forward to resolving this matter for you as quickly as possible. 💛

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Jan 13, 2026

Dear Manar,

We are truly sorry to hear that you’ve had a frustrating experience with your order. We completely understand your concern and appreciate your patience. 💛

Regarding your second order placed on January 6, 2025, we would like to clarify that it was a pre-sale item, which does require additional processing time for shipment. As our customer support was not available over the past weekend, this unfortunately caused a delay in replying to your inquiry.

We also noticed your messages on Instagram. While we do check those, we prefer to respond to order-related inquiries via email, as it allows us to properly track the conversation and avoid losing any details. Email replies also ensure that we have a clear record of the exchange, which is essential for accuracy and transparency.

We’ve already sent you an email with the order status update, so please check your inbox (and spam/junk folder, just in case). If you wish to cancel the order, simply reply to the email with “Cancel”, and we will assist you with that promptly.

Again, we apologize for any inconvenience and hope we can resolve this for you as quickly as possible.

Warm regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 13, 2026

Dear Faith,

Thank you for reaching out to us. We sincerely apologize for the delay in the delivery of your item.

Upon reviewing the tracking details on the Royal Mail website, we found that your package arrived at Aberdeen MC on January 8th. According to the tracking information, it should have been delivered the same day with the note: "Your item has reached Aberdeen MC and will now be sent to your local delivery office."

We have already contacted Royal Mail to inquire about the status of your package and urged them to expedite the delivery process. Rest assured, we will keep you updated as soon as we receive any further information.

To assist in resolving this quickly, we recommend that you reach out directly to Royal Mail for any immediate updates or to request a delivery push. This will help in case there is an issue on their end.

The tracking number for your package is included in the email we sent to you. Please check your inbox for the detailed tracking information to stay updated on the delivery status.

Once again, we apologize for the delay, and we appreciate your understanding and patience.

Best regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 13, 2026

Dear Ronke,

Thank you so much for sharing your feedback with us. We’re truly sorry for the frustration and disappointment you’ve experienced. We completely understand how important this dress is for your special occasion, and we sincerely regret that the experience has not met your expectations.

After carefully reviewing your case, we found that your message reached us during the weekend. Unfortunately, our customer service team was not available at that time, which caused a delay in responding to your email. We also discovered that the automatic out-of-office reply did not trigger properly — and for that, we owe you a sincere apology.

Regarding your order, it is still in production at this moment. We sent an update on January 2nd to all customers who ordered the same size, but it appears that your email was unintentionally missed from that batch. We’re genuinely sorry for this oversight and completely understand how it could make you feel ignored.

Our product team is now confirming the exact production completion date, and once we have the confirmed timeline, we will update you immediately. If possible, could you please let us know the specific date you need the dress by? We’ll do our best to expedite the delivery and ensure your order reaches you as soon as possible.

We deeply appreciate your patience and understanding while we work through this. Please rest assured that your case is being given full attention, and our team is doing everything possible to make things right.

Once again, we sincerely apologize for the delay and for any stress this situation may have caused. Thank you for giving us the opportunity to assist you — we truly value your trust and kindness. 💛

Warm regards,
Joe
Sunfere Support Team

Reply from Sunfere

Jan 13, 2026

Dear Ropafadzo,

Thank you for your patience and for reaching out again. We truly regret any confusion or frustration caused throughout this process and sincerely apologize for any inconvenience.

After reviewing your case, we would like to clarify that your return request has not exceeded the 15-day return window.

Our team promptly responded to your first email on January 7, providing detailed instructions on how to return the item, including the return address and steps required for processing the return. Please note that this email was sent within 24 hours of your initial inquiry. However, it appears that our response may have ended up in your spam or junk folder. We kindly ask you to check these folders and confirm if the message was received.

Additionally, we would like to clarify that the request for the garment's return tag is necessary as part of our standard return process. This is a precautionary measure, as we had a previous situation where items from other brands were returned by mistake. To avoid such issues, we require an image of the garment tag to verify that the item belongs to Sunfere. Our customer service team has emphasized this requirement in our communications, and we appreciate your cooperation.

Once we receive the requested image of the return tag, we will send you the return address immediately, and we will proceed with processing your full refund once the returned item has been inspected.

We truly appreciate your patience and understanding throughout this process, and we are committed to resolving this matter as quickly as possible.

Warm regards,
Joe
Sunfere Support Team 💖

Reply from Sunfere

Jan 9, 2026

Dear Neeta,

We sincerely apologize for the delay in responding to your emails and truly appreciate your patience. 🙏

After carefully reviewing our records, we can confirm that our support team has been in touch several times regarding your request. You first reached out on January 4, and our replies were sent on January 6, January 7, and January 9 — all within our standard 24–48 hour response timeframe. In our latest message, we also provided the return address and detailed return instructions to help you complete the process smoothly.

It appears that our first reply may have accidentally gone to your spam or junk folder, which might have caused some confusion.

Due to a recent update in our email system, messages are now sorted by the most recent ones. Unfortunately, sending multiple emails on the same topic has unintentionally pushed earlier messages further down in the queue, leading to delays in response. We’ve encountered similar situations with other customers and are actively improving our system to prevent this from happening again. We deeply regret any inconvenience this may have caused.

To help us assist you more efficiently, we kindly ask that you refrain from sending multiple emails on the same matter, as this can cause further delays in processing. Thank you for your understanding and cooperation.

As mentioned in your message on January 7, you originally requested an exchange for a larger size. Could you please confirm if you now wish to proceed with a refund instead? Either way, our team has already sent you the detailed return instructions. Once we receive your returned parcel and verify that the item is in good condition, we will promptly issue a full refund.

We sincerely appreciate your patience and understanding while we assist you through this process. ❤️

Warm regards,
Joe
Sunfere Support Team 💖