Sensual Surprises Apparel FAQ
Q. How quickly do you fulfill orders?
A. Orders are fulfilled 24-72 hours after the order is placed depending on busy seasons. Exceptions to this are custom ordered items, which may take up to an additional 1-3 weeks manufacturing time. Custom made items and shipping times are indicated in each item description. If you need an item by a certain date, please email us at support@sensualsurprises.com for availability.
Q. May I place an order over the phone?
A. Internet orders using our secure checkout system are processed 24/7, however if you have an issue checking out, we will be happy to send an invoice so checkout may be completed asap.
Q. I have a question regarding sizing.
A. Each manufacturer has it’s own sizing chart to insure a perfect fit. Because Sensual Surprises Apparel sells form fitting clothes, we recommend you choose the larger size if you are between sizes.
Q. I am in between sizes, should I order a smaller or larger size?
A. It is always recommended that you order the larger size. If necessary, you can slightly alter a clothing item with a tailor for the perfect fit.
Q. I placed an order several days ago, but I have not received an order confirmation.
A. Please check your bulk mail folder. An order confirmation is immediately sent to you after placing your order using the email address you provided during the checkout process.
Q. I placed an order several days ago, but I have not received tracking information.
A. Please check your bulk mail folder. Tracking information is sent to you using the email address you provided during the checkout process.
Q. I have not received all my items that I ordered.
A. Your items may arrive in separate packages depending on availability. Each package has its own tracking number that was sent to you using the email address you provided during the checkout process.
You may also check your order status by logging into the order status page at: http://www.sensualsurprises.com/index.php?route=account/login
Q. What is your return/exchange policy?
A. We take great pride giving superior customer service. If you are dissatisfied with your purchase, we offer a 15-day money back guarantee on returnable items, so you can simply return the merchandise to us and we will give you a refund minus a 20% restocking fee. Kindly let us know the reason for your dissatisfaction, as it will help us to improve our products in the future. Please note due to health laws, we do not allow all items to be returned, so if you have any questions regarding a product before ordering, you may contact us at support@sensualsurprises.com. All non-returnable and non-exchangeable items are clearly marked in the item’s description and in your shopping cart. The merchandise must be in new condition, with all tags attached, and in its original packaging. We cannot accept returns of soiled items, nor prepackaged items, including stockings and other prepackaged items. By law, all intimately worn apparel including bras, panties, thongs, swimsuits, etc cannot be returned, so please select these items with care. Also, items that have been worn, washed, damaged, dirty, have had the tags removed, smell like smoke or have pet hair will not be returned under any circumstance. Due to the adhesive nature of NuBra items and adhesive pasties we do not accept returns of backless/strapless bras. Costumes and clearance items are also not returnable.
Please request an RMA number by filling out the online form located under the heading Customer Service. Please include the RMA number on a slip of paper with your return/exchange. Customers are responsible for return shipping charges. Please note Sensual Surprises Apparel does not include a return label similar to large department and chain stores. This is for two reasons. First, we feel this practice by other stores is deceptive. Customers believe they are able to return an item for free, that is, with no return shipping fee. This is not typically the case. If the return label is used, your credit card is charged the return shipping fee. It is not free. We are a transparent company and believe all fees should be stated up front, clearly. Secondly, by not including a return label, we reduce waste.
If you have any further questions regarding our return/exchange policy feel free to contact us.
Q. How long does it take for refunds to be processed?
A. Please allow up to 14 business days after receiving the returned item(s) for your refund to be processed on your credit card. We will refund the order amount minus a 20% restocking fee and the shipping upon receipt of your item(s).
Q. Do you ship internationally?
A. We ship to every country via USPS First Class International from Sensual Surprises' warehouse. This is a trackable and affordable way to ship international. With USPS, the United States Post Office ships the package to the destination country. Once it clears customs at the destination country, the responsibility of delivery rests on the local postal service. Some country's postal services require a signature, so it's important to have a general idea of when your package will arrive. You can check the status of your package at USPS.com and once you see it has cleared customs, your package should be delivered within a few days. Please allow an additional 4 business days for Sensual Surprises Apparel to process and package your international order. Freight time for international shipments may take 4-14 days depending upon location. International shipments include delivery confirmation, which the customer agrees is an acceptable determination of shipment delivery and receipt by customer. Please note international shipments require a phone number with the order.
• Items less than $200 USD. Buyers should not have trouble importing these items, but check customs rules for possible restrictions that vary by country.
• Items more than $200 USD. Buyers importing higher-dollar-value items for personal use may have to pay a duty or tax. The amount of the duty, if any, depends on the type of item and its value. Some items can be imported without paying any duties. Please note that some countries may charge a handling fee for your international package. Some of these fees may include a presentation to customs charge, storage charge in addition to any taxes or duties.
It is the customer's responsibility to know their country's laws regarding customs rules, duties and taxes. All items will be marked as “merchandise” unless otherwise specified.
Q. How do I receive email notification of clearance and special sales?
A. You may sign up for our email newsletter and receive notifications of monthly specials.
Q. Is my information secure?
A. Your personal information is very secure. We use PayPal and Authorize.net portals which use SSL(secure sockets layer) encryption technology. PayPal and Authorize.net are both SSL secured and insured. Furthermore, we do not store any credit card information on our site. Sensual Surprises Apparel also does not sell your name and personal information.
Q. I tried to click on the Quick Look and it will not pop up, what do you suggest?
A. Check and make sure that there are no updates to Firefox, Java or Windows that need to be done. Also check the proxy settings on your computer and make sure it is set to automatically detect proxy settings in the network tab in the options/preferences for Firefox(if you are using Firefox).