FAQ
Why did you call or email me to verify my order?
The item I want is out of stock, what do I do now?
We try to have a stock level that will keep up with demand, but some popular items may sell out fast. If you would like to receive a notification for when sizes, styles or colours becomes available again, simply add your email address to those products and required sizes to your wish list on our customer facing website (sukworkwear.com.au) and we’ll send out an email if it does come back online.
I am having trouble accessing or buying from your website
If you are having trouble buying from the B2B portal, try deleting the cookies on your PC. All you need to do is go to the ‘Tools’ tab on your internet browser, select ‘Internet Options’, then choose ‘Delete Cookies’ and hit OK.
If you have tried everything and are still having issues, you can contact our Wholesale Support team at wholesale@sukworkwear.com.au who will try their best to help you.
I have not received an order confirmation email
If you do not receive a confirmation within 5 working days of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add ‘wholesale@sukworkwear.com.au‘ to your email address book or safe list.
If you are still unable to work out why you are not receiving a confirmation email then please email our Wholesale Team at wholesale@sukworkwear.com.au and we will look into this for you.
I’ve sent an email to customer support and I haven’t has a reply
If you send an email with a query we will endeavour to reply to you within 48hrs if you have contacted us during business hours between 8:30 am – 5:00 pm Monday to Friday. If you contact us after hours, on Australian public holidays or on the weekend we will endeavour to reply to you within 48hrs or once business hours have resumed.
Shipping
How much does shipping cost?
Australia wide
We charge Standard Shipping (within Australia) and International postage for overseas orders. Once you have placed your order, we will provide a quote before fulfillment.
Please note: we cannot ship to PO Boxes or Parcel Lockers.
How long will it take for my order to arrive?
Order processing time is 5-10 working days. Please allow for the below time-frames once your items are dispatched.
Standard Shipping: Within 8 business days
International shipping: shipping times vary depending on location.
Please note that sometimes due to unforeseen circumstances, customs (for international) or other postal issues outside of our control, your package might take a bit longer than the above guidelines. You will receive a tracking number from us for your purchase where you can check the status of your package on the relevant postal website.
How do I change or cancel an order?
We are unable to change items within an order once it has been shipped (including size/ style/colour). Prior to an order being marked as ‘shipped,’ we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 5-10 business days for the refund value to reflect back into your account.
How can I track my order?
Once your order is shipped, you will receive an email containing a tracking ID number and link. This will become active after your order has been dispatched. Be sure to check your junk/ spam folder in case it lands there.
Returns
What if my customer purchases a faulty garment?
SÜK will happily credit or refund the wholesale cost of any garment deemed to be faulty. Please ask customers to return the faulty garment to you and contact wholesale@sukworkwear.com.au with images of the fault. We will then arrange a credit note for your next order or refund you the wholesale value of the garment.
Please allow 14 business days for the credit note or refund to be processed and funds to clear back into your account.
I have ordered the wrong size/colour and would like to return, what do I do?
We understand that sometimes an item isn’t quite what you’d hoped for. In this instance, we are more than happy to accept the item back and issue a credit note or refund. We will accept exchanges up to 30 days from the date you receive it. Please make sure that you have carefully reviewed your order prior to finalising your wholesale purchase. Returns will only be accepted when items are received in their original condition and with their original packaging including tags.
Please send an email to us at wholesale@sukworkwear.com.au advising that you wish to return the product. Please also include your reasons for wanting to return the item(s).
Once we have received and inspected the original item(s) a credit note or refund will be provided to you.
Please allow 14 working days from when goods have been returned to our warehouse to process your store credit or refund.
When will I receive my credit note or refund?
We will process your credit note or refund as soon as we have evaluated the returned product (this can take up to 14 business days from when you contact us via wholesale@sukworkwear.com.au). For refunds back to your original payment method, please note that your financial institution may need 3-5 business days to clear the funds back into your account.
Keep an eye out for email notifications – we’ll keep you updated along the way.
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