Frequently Asked Questions
WHAT’S MY ORDER STATUS?
If you have a Sommerfugl Kids account, you can log in and view order status and tracking under recent orders. If you checked out as a guest, you can email us at firstname.lastname@example.org and we’d be happy to provide you an update.
HOW DO I CANCEL MY ORDER?
Depending on the status of your order, we may not be able to cancel it. Please contact us immediately at email@example.com and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.
CAN I EXCHANGE MY ORDER?
We are currently not set up for exchanges. Please email us at firstname.lastname@example.org get a return started. Then a new order can be placed for another size or item.
I FORGOT TO ADD AN ITEM TO MY ORDER, CAN I MAKE A CHANGE BEFORE IT SHIPS?
Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items.
CAN I CHANGE THE COLOR/SIZE OF WHAT I JUST ORDERED?
Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the goods you didn’t mean to order.
CAN I MAKE A CHANGE TO MY SHIPPING ADDRESS BEFORE MY PACKAGE SHIPS?
You may change your shipping address after you place an order by contacting at email@example.com. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.
THE STYLE/SIZE/COLOR I WANT IS OUT OF STOCK. WHEN WILL YOU BE RESTOCKING?
Sommerfugl Kids releases new collections each season. If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item.
WHY DID I HAVE TO SIGN FOR MY PACKAGE?
Sommerfugl Kids is not responsible for lost or stolen packages. To ensure the safety of large orders, we require a signature upon delivery for domestic orders over $500.
WHAT IS THE SOMMERFUGL KIDS RETURN POLICY?
Sommerfugl Kids will gladly accept unworn, unwashed, unaltered or unused products in sellable condition for a credit note within 14 days of purchase. To see full policy, click here.
WHAT IF MY ITEM IS DAMAGED OR FAULTY?
If you believe that the item you received is damaged or faulty, you may return it to us for inspection. You may be asked to provide an image of the item to demonstrate the damage or issue. If the fault cannot be determined by an image, you may be required to return the item to our store for inspection and assessment. Return postage costs for faulty or damaged items are your responsibility until a determination is made as to the condition of the item. Return postage can then be reimbursed and either a replacement, refund or repair will be arranged. Please return the item to us within 14 days of identifying the issue with your product.
WHEN WILL I RECEIVE MY CREDIT NOTE?
Please allow 2-4 days for us to process your return after it has been received. We’ll credit the price of the product including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.
DO YOU SHIP INTERNATIONALLY?
Yes! We ship almost everywhere in the world. To see shipping info, click here.