If your order from Suvikenta arrives incorrect, damaged, lost in transit, or you simply wish to return an item, we are here to help. Because our catalogue and shipping arrangements vary by destination, the fastest way to resolve any issue is to contact our support team directly. We will confirm the specific steps, timelines, and any conditions that apply to your situation.
Situations We Handle
Depending on what happened, the process differs. Please identify your situation below and reach out to us so we can guide you through the correct next steps.
Wrong Item Received
If you received an item that does not match your order, contact us with your order number and a photo of the item you received. We will assess the error and advise you on the resolution, which may include a replacement or a refund depending on the circumstances and availability.
Changed Your Mind
If you no longer wish to keep an item, please contact us promptly to ask whether a return is possible for your specific purchase. Return eligibility, any applicable window, and who bears the return shipping cost depend on the item and your destination. We will confirm these details before you ship anything back.
Package Lost in Transit
If tracking shows your parcel as lost or it has not arrived within the expected shipping window of 8–12 business days, contact us with your order number and tracking reference. We will open an investigation with the carrier and advise you on the outcome once the carrier responds.
Item Damaged on Arrival
If your item arrived damaged, please contact us as soon as possible with your order number, photos of the packaging, and photos of the damaged item. We will review the evidence and determine the appropriate remedy.
Requesting an Exchange
If you would like a different size, colour, or style, contact us to check whether a direct exchange is available for your item. Exchange options depend on current stock and the nature of the product. We will confirm what is possible before you take any action.
What to Have Ready When You Contact Us
- Your order number
- A clear description of the issue
- Photos of the item, packaging, or tracking page where relevant
- The email address used at checkout
Refund and Resolution Timeline
Once we receive and review your case, we will communicate the outcome. Our internal processing time is 1–3 business days from the point we have all required information. If a refund is approved, the funds are returned to the original payment method used at checkout. Your bank or payment provider may require additional time to post the credit to your account.
We do not issue refunds before reviewing the evidence you provide. This applies to lost, damaged, and wrong-item cases alike.
Return Address and Shipping Instructions
Do not ship items back without first contacting us. Our support team will provide the correct return address and any shipping instructions specific to your case, including who is responsible for return shipping costs.
Contact Us
Suvikenta
customer@suvikenta.shop
19 Daymar Circuit
Craigieburn VIC 3064
Australia
We typically respond within 1–2 business days.