FAQ

Ordering Online and Payments
I’m experiencing an error when trying to place an at www.sunpocketoriginal.com, what should I do?
If you have troubles while trying to place an order, please contact order@sunpocketoriginal.com for assistance

I've added the incorrect shipping address, how do I change it?
You must contact order@sunpocketoriginal.com to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed

How do I cancel my order?
You cannot cancel your order yourself, please contact order@sunpocketoriginal.com for assistance. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead

Can I use PayPal as a payment method?
Yes, Sunpocket accepts PayPal as a payment option. We also accept Klarna Invoice, and major credit cards; Visa, Mastercard and American Express

What International Credit Cards are accepted?
Sunpocket accepts major International credit cards, including; International Visa, MasterCard and American Express

How can I check the status of my order?
To check the status of your order, please contact order@sunpocketoriginal.com for assistance

Shipping and Delivery
Where does Sunpocket ship?
sunpocketoriginal.com ships orders globally, with the only exception of countries where governing restrictions prohibits imports. At the checkout will be able to choose your delivery country.

From where is my product shipped?
All orders are shipped shipped from our warehouse in Sweden. Orders placed to US are are always shipped DDU, meaning you don't pay any extra import duties/taxes/brokerage fees. Orders placed outside the EU and US are shipped DDU, meaning your order can be subject to import duties, local taxes or brokerage charges.

Can I ship to a PO. Box?
Sunpocket does not offer shipping service to PO Boxes at this time.

How many days does it take for my order to arrive?
Shipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information.

How do I collect my order?
All international orders are shipped with FedEx and require a signature upon delivery. FedEx usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to Sweden are shipped with DHL Service Point and will be delivered to your nearest service point. You will be informed when the package can be collected.

When will I receive my order?
When your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order.

How much duty and tax will I have to pay?
Unfortunately Sunpocket cannot estimate how much duties you will pay. If your order is shipped to a country within the EU you will not have to pay any duties, but if the order is shipped outside the EU your local customs should be able to estimate the price, as local duties and taxes may apply.

What should I do if I am have shipping delays/issues?
If you have any questions regarding the shipping and/or handling of your order, please send an email to order@sunpocketoriginal.com
 

Returns, Exchanges and Warranty
What is Sunpocket’s return policy?
Within 14 days following the delivery of your order, you may request the exchange or refund of items. Items must be returned in perfect, re-sellable, condition within fully intact original packaging accompanied by original invoice. Sunpocket cannot accept returns where packaging have been removed.

How do I return or exchange an item?
To return or exchange your product, please send an email for order@sunpocketoriginal.com and await a confirmation email. You can then simply return the items to our warehouse following the return procedure in the confirmation email. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return.

How do I exchange an item?
If you are interested in an alternative style, please contact order@sunpocketoriginal.com.

I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please send an email with accompanying imagery of the defect, info@sunpocketoriginal.com

Can I exchange for a more expensive product?
For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. If you wish to exchange for a more expensive item, you can return the first item for a refund and place a new order.
Items can be exchanged for less expensive items, in this case we will refund the difference amount.

What is the warranty process? How can I request a warranty claim?
Your product is guaranteed against defects in material or workmanship for a period of one(1) year from the date of purchase. The guarantee is valid only with proof of purchase from an authorized Sunpocket Dealer.
To file a warranty claim, please send an email to info@sunpocketoriginal.com

What is covered and not covered under the warranty?
Your product is guaranteed against defects in material or workmanship for a period of one(1) year from the date of purchase. This guarantee does not cover defects caused by accidents (shocks, crushing etc.), improper or abusive use of the frame, unauthorized modifications and repairs -or handlings. Sunpocket’s warrant does not cover any scratches on the lenses

Can I put other company’s lenses in a Sunpocket frame?
The insertion and/or replacement of non-Sunpocket lenses into any Sunpocket eyewear system will void the warranty.

Is lens scratches covered under the warranty?
Sunpocket’s warrant does not cover any scratches on the lenses

Product care and maintenance
How can I make my sunglasses last longer?
Always store sunglasses within the supplied pouch and case for impact protection. Moreover never lay glasses with lenses against the surface - to avoid scratches. Please also note that perspiration, sunscreen and hairspray may damage lens coating and -finishes, to elongate life of lenses gently rinse with water regularly.

How can I clean my lenses?
To clean your Sunpocket sunglasses use water and soap. Avoid all types of solvents or alcohol. Do not use dirty or abrasive cloths, which could alter the features of the lens filters.

My sunglasses broke off, what should I do?
As a part of our continuous process of decreasing our environmental footprint we offer our customers free spare parts for all current products, in order repair and elongate the life of each sold product. Please note that we cannot offer spare lenses for sunglasses without an interchangeable lens system. Send an email to info@sunpocketoriginal.com with imagery of the breakage and we’ll do our best to help you out. Please note that any mendings with unauthorized spare parts will void the warranty.
 

Replacement parts, lenses and accessories
Can you send me replacement parts for my Sunpocket's?
As a part of our continuous process of decreasing our environmental footprint we offer our customers free spare parts for all current products, in order repair and elongate the life of each sold product. Send an email to info@sunpocketoriginal.com with your request and we will assist you.

Can I purchase a replacement lens?
At this time we cannot offer replacement lenses for sunglasses without an interchangeable lens system.

Can I purchase a frame separately from lenses?
At this time we do not sell frames nor lenses separately.

General Questions
How do I apply for a job at Sunpocket?
If you are interested in job opportunities or internships, please send an email to info@sunpocketoriginal.com

Sponsorships
How do I, or my team, or sports event get sponsored by Sunpocket?
If you wish to apply for a sponsorship for you or your team, please send an email to business@sunpocketoriginal.com