FAQs

Do I need an account to place an order?

No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a SVUNCUNG account.

If you create a SVUNCUNG account and place an order, you’ll be automatically enrolled in our loyalty programme, Access. Every piece you buy takes you one step closer to unlocking exclusive rewards – from early sale access and priority customer care to unlimited free shipping and a dedicated personal stylist.

Learn more about our Access loyalty programme

I’ve forgotten my password, what should I do?

Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive SVUNCUNG email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.

How do I place an order on your website?

Here’s how:

    1.Choose a category or brand from the top navigation menu or search to explore a specific style or brand
    2.Select your desired item and click Add To Bag. Once you’ve added all items, it’s time to checkout
    3.Sign in to your account or, if you’ve not yet created one, continue via guest checkout

Enter your address, payment method and delivery details to place your order. We’ll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

Can I place an order via email?

Sure. Our global Customer Service advisors are happy to assist you with this.

Can I cancel my SVUNCUNG order or make changes to it?

Yes,

You can always email us with information about the order or item you need to return or exchange

We can’t cancel your order if your order has already been prepared — but we do offer a free returns service. For more information on cancelling and returning orders, visit our Return & Refunds Policy

You can’t add items to an existing order, but you can place a new order for any additional pieces. For more information, view our Orders & Deliveries page

Why is SVUNCUNG pricing different?

It’s down to our unique business model. At SVUNCUNG, you’re shopping items from our luxury brands and partner boutiques worldwide.

Prices are determined by each SVUNCUNG brand and partner boutique, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or wishlist won’t reserve it at a particular price.

Although we don’t have any control over price variation, we’ll always offer you the best price available to your destination when you place your order.

To view the most accurate prices, select your delivery destination on our website.

Which currencies can I shop in?

This is determined by your delivery destination and will be displayed at checkout before placing your order. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

When will my card be charged?

If you pay by debit card or PayPal, SVUNCUNG will take payment when you place your order.

Which payment methods do you accept?

Depending on the country, one or more of the following payment methods will be available for you to choose at the time of payment

• Visa
• MasterCard
• Maestro
• American Express
• Discover
• Diners
• JCB
• JDpay (only available to China Mainland)
• PayPal
• Apple Pay
• Afterpay (only available to Australia)
• Alipay (only available to United States, Canada, China Mainland, Hong Kong SAR and Macau SAR)
• HB Pay (only available to China Mainland and Hong Kong)
• Klarna (only available to the US, UK, Germany, Austria, Switzerland and Belgium)
• WeChat (only available in China Mainland, Hong Kong SAR and Macau SAR)
• UnionPay
• iDEAL (only available to The Netherlands)
• Boleto (only available to Brazil)

In selected countries, we accept payment instalments with Klarna and Afterpay.

We only accept credit card instalments as payment in Brazil.

For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details, view the SVUNCUNG Privacy Policy

Are you going to have my size again?

To be notified about a sold out item being back in stock, go to the product information page. Select your size on the dropdown menu and choose size missing, then enter your email address and the size you need.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don’t offer reservations.

How will my order be packaged?

Your order will be carefully prepared in a protective SVUNCUNG package.

Do your pre-owned items come in different conditions?

Yes, our pre-owned items come in the following conditions:

Unworn with tags: previously owned but never been used and in original condition. This item comes with its original tags.

Unworn: previously owned but never been used and in original condition. This item comes without its original tags.

Excellent: previously owned and worn, but like new or with almost no signs of use. This item is still in almost perfect condition with no defects.

Good: previously owned and worn with some signs of use. This item may have some fading (of material or plating), patina or scratches.

What does Climate Conscious delivery mean?

We’re investing in global environmental projects to balance out the carbon impact of every single delivery and return we make. Read more about this on our Climate Conscious delivery page

How much will I be charged for delivery?

This varies depending on the size, weight and destination of your chosen items. The good news is we offer One Delivery Fee for orders above a certain threshold – this means you can order multiple pieces from multiple locations for one fee. You’ll see the delivery fee at the checkout.

Do you offer Same Day delivery?

No, But we will provide this service as soon as possible.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we’ll send it within 2 business days. Depending on your location and selected delivery method, delivery can take 7-14 business days. We’ll email you with the tracking information and an estimated delivery date when each item is sent.
You can also track your order by heading to Orders & Returns in your account. Opted for guest checkout? Track your guest order here

Will I need to pay duties and taxes?

SVUNCUNG ships to the following destinations on a Delivery Duties Paid (DDP) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, The Canary Islands and Bahrain.

This means that all applicable duties and taxes are included in the final price when you place your order and there are no additional costs due upon delivery.

If a Delivery At Place (DAP) destination is selected, the price you pay to SVUNCUNG will exclude all relevant import duties and sales taxes. As the recipient, you’ll need to pay these directly to the courier to release your order from customs upon arrival.

For US customers, SVUNCUNG does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office, respective tax authority or view our Duties and Taxes information

Why can’t certain items be delivered to me?

While SVUNCUNG delivers internationally, the brands on our website can determine where their items are distributed — so some may not be available to order in all regions. Some items may also be restricted by local customs in the country you are sending to. If you have any questions, contact our global Customer Service team

I didn’t receive my invoice with my order. Where can I find it?

We’re creating a more sustainable shopping experience. To reduce waste, invoices have been removed from SVUNCUNG orders. Sign in to your account on our website to download your digital invoice, or if you placed an order as a guest, you can always email us

What is SVUNCUNG’s returns policy?

We offer a refund on any items returned to us within 14 days of the delivery date, excluding any delivery costs.

You can always email us with information about the order or item you need to return or exchange

It’s best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. Read the full Returns Policy here

I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?

Yes – invoices for customs clearance will still be included in your SVUNCUNG order. When you’re preparing your return, you’ll need to include the Return Note outside the SVUNCUNG package.

How do I return my item?

You can always email us with information about the order or item you need to return or exchange

We can’t cancel your order if your order has already been prepared — but we do offer a free returns service. For more information on cancelling and returning orders, visit our Return & Refunds Policy

We’ll email you and confirm the return details with you

When will I receive my refund?

You can track your return by using the tracking number assigned to your Return Label. As soon as it’s accepted by our brand or partner boutique, we’ll send you a confirmation email.

Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.

Will delivery costs & duties be refunded on return?

While we offer a Free Collection service for all returns, the original delivery cost won’t be included in your refund. If you placed an order to a Delivery At Place (DAP) destination, taxes and duties are non-refundable through SVUNCUNG. You may be able to recover these by contacting your local customs office directly. If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through SVUNCUNG.

Can I return my customised item?

We are unable to accept returns as customised items are created to your specification.

How do I find out about the latest promotions?

To stay updated on exclusive promotions, new in and early sale access, sign up to our emails

What different types of promotions are there?

You can view all our promotions on the Promotion Terms & Conditions page
Or if you’re an Access member, check your Access dashboard for promotional rewards in your account.

How do I apply a promo code?

All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our global Customer Service team

Are there any brands excluded from promotional discounts?

Yes, promotional discounts can only be redeemed on selected brands and items. As each SVUNCUNG promotion is different, we’re unable to provide a list of excluded brands and items. However, items that are labelled or added to the promotions page may be eligible for a promotional discount.

For more information, view the Promotion Terms & Conditions page

How do I know if my item is eligible for a promotion?

Items that are labelled or added to the promotions page may be eligible for a promotion. If a minimum spend applies, this must be spent in a single transaction. For more information, view the Promotion Terms & Conditions page

The item I want is part of the promotion but my size isn’t discounted. Why does this happen?

At SVUNCUNG, you are shopping items from our worldwide selection of luxury brands and partner boutiques. If the size you want is from a brand or partner boutique that isn’t participating in our SVUNCUNG promotion, it will not be discounted.

My promo code has expired. Can I request another one?

Our Customer Service team are unable to reactivate any promotional discounts. Promotional discounts and promotional codes are also non-transferable and have no cash alternative.