What if I want to change my address after I have ordered?
Once an order has been processed the delivery address for that order cannot be changed as we are bound by the terms and conditions of use by Paypal. If your items have not been dispatched we will offer you the option of cancelling your order so that you can re-order with the new address as long as you contact us before we have dispatched your order.
What happens if I’m out when my item is delivered?
Many of our items don’t require a signature so the Postman will put your item through the letterbox. If the size of the item doesn’t allow them to do this, they will leave the item in a safe place or with a neighbour.
If there is nobody in for an item that requires a signature on delivery, then the courier will leave a calling card. You can then phone them using the details to arrange delivery for another day or collect your goods from your local depot.
You may be able to get your item re-directed to an alternative address once a delivery attempt has been made, please use the details provided on the ‘while you were out’ card to contact the delivery courier directly if this is possible.
What happens if my item is Damaged?
If this is the case please accept our sincere apologies in advance. Please contact us through ebay and we will be happy to assist.
What happens if I still haven’t received my item?
Please check the estimated delivery times for your region. If your item still hasn’t been delivered after this time please contact us through eBay messages and we will investigate.
Will I receive my order any sooner if I pay for delivery?
- Yes - we process orders where priority despatch has been paid for first.
- If you pay for priority despatch, we will despatch the items we have in stock straight away. We will, of course, contact you if any items will be delayed or if there are any issues with stock.
What happens if an item in my order is delayed?
- We at Sustuu are human beings after all and mistakes do very rarely occur. If an item cannot be dispatched due to the fact that it is out of stock or has been damaged in our warehouse we will contact you with a delivery estimate, if you are happy to wait until new stock arrives or we can get a replacement.
- Any items that we place on back order will be despatched as soon as they arrive with no additional delivery charge.