Insurance: Our parcels are not insured when they are sent. We do not take responsibility for refunding or replacing any orders that are lost or damaged by the courier service unless you have requested and paid for insurance on your parcel. Please read our “Lost Orders” section below for our alternative solution in the unlikely scenario that your parcel goes missing.

UPON RECEIVING YOUR SUNSHINE CREATIVE ORDER:

When receiving your Sunshine Creative order, we ask you to please take a moment & check off your items against the order (you can sign in to your account on our website to see your order history).

If there are any discrepancies or problems, please contact us WITHIN 48HRS of receiving your order. If contact is made outside of this time frame, we may not be able to honour the solutions below.

MISSING OR INCORRECT ITEMS:

Email us at sunshinecreativeza@gmail.com and please include the following information:

• Your Name & Order Number
• Details on what was missing or incorrect & any photos you think are necessary.

We will then endeavour to get the missing item/s, or an alternative solution in the case of sold out lines, out to you as soon as possible. We will cover the postal costs of sending out any missing or incorrect items. For International orders, we reserve the right to refund vs replace at our discretion. Any costs associated with orders being returned to sender due to being undeliverable or uncollected will be removed from order refund value.

FAULTY OR DAMAGED ITEMS:

Email us at sunshinecreativeza@gmail.com and please include the following information:

• Your Name & Order Number
• Photos of the fault and/or damage. Please make it clear what the whole item is as well as the damage.

We will then endeavour to get the missing item/s, or an alternative solution in the case of sold out lines, out to you as soon as possible. We will cover the postal costs of replacing any faulty or damaged items that we are responsible for. For International orders, we reserve the right to refund vs replace at our discretion.

Please note: damage from heat exposure or postal company mishandling during transit is rare and out of our control. Should your item be damaged due to third party handling, we will discuss options to share the replacement costs should you wish to.

REFUNDS OR EXCHANGES:

We do not offer refunds for change of mind. We are happy to exchange items that are in the same condition you received them, if you contact us within 48hrs of the order being delivered. Please email us at sunshinecreativeza@gmail.com and include the following information in the email:

• Your Name & Order Number
• Item/s you want to exchange
• Item/s you would like instead

If your exchange is approved, you will be sent the address to return it to. Return postage costs are the responsibility of the customer, for both the items returned & the new items being sent out. Exchanged items will not be sent until return parcel is received (for piece of mind we encourage you to send your item/s back to us via tracked courier).

Please note, we cannot exchange certain items such as Earrings, opened findings packets and other items that have hygiene concerns.

IF YOU HAVEN’T RECEIVED YOUR ORDER: 

Mis-Delivered Orders

Please ensure accuracy when entering your address. If an order is lost due to incorrectly entered address/old address, then we will not replace it and should your parcel RTS, any costs associated with orders being returned due to being undeliverable or uncollected will be removed from order refund value.

Sometimes you may get a notification saying your order has been delivered, but you have not received it. We have experienced 2 scenarios here:

• It has been incorrectly scanned as delivered while being on-boarded, it is then delivered the next day.
• The courier worker has left the parcel at the incorrect address.

In both these scenarios we recommend the same: contact the courier and speak to them about it. It is 100% faster than contacting us first – you know your local couriers and language better than us. Normally a courier worker will take a photo of where they left a parcel or have a GPS marker from where it was scanned. In small enough towns, some even remember where it was delivered! We have seen most orders found this way. 

Lost Orders

Unfortunately, lost parcels are out of our control. If we suspect your order has been lost, we will lodge an enquiry with courier to confirm. Once confirmed, there are 2 outcomes:

1. If you requested & paid for insurance on your order you can choose to:
          a) have your order refunded [minus initial postage cost] or
          b) have us resend the order [at no additional cost to yourself].

2) If you did not request & pay for insurance on your shipping, then unfortunately there is nothing we can do to recover the cost of the parcel.
However, we do believe that online business is a two-way street, so while you choose to shop online & risk 3^rd party postage, we too choose to operate an online business & use that courier service.
We are happy to talk through an option that equally shares the cost of the order should you wish to have it re-sent. We will likely offer to cover a higher portion of the products & ask you to cover the remainder & re-postal costs.

Any costs associated with orders being returned to sender due to being undeliverable or uncollected will be removed from order refund value.