Shipping, Returns & Refund Policy

Sucra

This policy explains how orders are shipped, and how returns and refunds are handled for all purchases made through Sucra.

1. Shipping Policy

Processing Time

All orders are prepared and dispatched within 7 working days after payment confirmation.

Working days exclude weekends and public holidays.

Delivery

  • Orders are delivered via a trusted courier service.

  • Customers will receive tracking details once the order has been dispatched.

  • Delivery times may vary depending on location, but dispatch always occurs within the 7 working day processing period.

Incorrect Address

Customers are responsible for providing accurate delivery information.
Sucra is not responsible for delays or losses caused by incorrect addresses provided at checkout.

2. Returns Policy

We accept returns within 31 days from the date the order is received back at our store at no cost.

Return Conditions

To qualify for a return, items must:

  • Be unworn and unused

  • Be in original condition

  • Include all original tags and packaging

  • Not be damaged, altered, washed or stained

Sucra reserves the right to reject returns that do not meet these conditions.

Non-Returnable Items

The following items cannot be returned:

  • Custom or made-to-measure pieces

  • Worn or altered items

  • Items returned after the 31-day return period

How to Request a Return

  1. Email customer support with your order number and reason for return.

  2. Wait for return approval and instructions.

  3. Send the item back using a trackable courier.

  4. Once received and inspected, the refund process will begin.

3. Refund Policy

We offer full refunds within 31 days from the date the returned order is received at our store, provided the item passes inspection.

Refund Method

  • Refunds are issued to the original payment method.

  • Processing may take 5 to 10 business days depending on your bank or payment provider.

Damaged or Incorrect Items

If you receive a defective or incorrect item:

  • Notify us within 48 hours of delivery

  • Provide photos as proof

  • Sucra will cover return shipping and provide a full refund or replacement

4. Exchanges

If you need a different size or item:

  • Request a return first

  • Place a new order once your return is approved

We cannot guarantee stock availability during exchanges.

5. Contact

For all shipping, return, or refund inquiries, please contact our support team (support@sucra.co.za) with your order number and details.

By purchasing from Sucra, you agree to the terms outlined in this policy.