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FAQ’s

·        Who is Sustuu?

·        Are your products genuine & authentic?

·        *Warranty

·        Where do you dispatch from?

·        Is VAT included in the prices shown?

·        Where do you deliver to?

·        What payments methods are accepted?

·        Do you offer wholesale prices / bulk-buying discounts?

·        What should I do if my post is missing, damaged or opened?

·        Why is my post late or delayed?

·        What happens if I miss a delivery?

·        What is your returns policy?

·        Returning your product because its unwanted

·        Returning your product because it has fault

·        How do I contact Sustuu?

 

Who is Sustuu?

We are an online multi-channel shopping company founded 15 years ago (Since 2005). We have grown to become a leading retailer and have had the pleasure of Serving more than 1.5 Million Customers worldwide, creating employment for local people, while saving people money on today's most-loved brands. We believe that our customers come first and therefore,

 

We've built our business on the simple principle of

Delivering Best Quality Products, at Unbeatable Prices to you.

 

Are your products Genuine & Authentic?

We work closely with brands to source our products directly from the brand themselves or their official distributors/agents. All of our products are Top notch Quality and thus they are always Guaranteed, and we always state the condition of the item to indicate if it is Brand New just as you buy from a high-street retail store or Refurbished.

 

*Warranty

Up to 60Months / 5Years Warranty is offered, when it is mentioned in the Product Information.

 

Standard 12Months Warranty is applied on of all of our products,

Except for: 

1.      Wear & Tear / Rough use is not covered.

2.      In Electronics items, only inner technology is covered.

3.      Hygiene products are also excluded.

4.      All Health & Beauty products are excluded unless it is mentioned.

5.      All Baby brand products are excluded unless it is mentioned.

6.      Snooper brand products are also excluded.

7.      For Watches, Only movement Warranty is offered.

8.      For Bruan Brand: contact directly to https://www.service.braun.com/

 

Where do you dispatch from?

All of our products picked, packed and shipped from the UK by our team of specially trained local people.

 

Is VAT included in the prices shown?

We are happy for customers to collect items ordered on ebay with prior arrangement. Please phone or email us with a date and time you would like to collect and we will respond to confirm. Please do not attempt to collect an order without prior arrangement as you will be turned away which may cause offence.

There is no shop front or customer service facility available at our warehouse.

Where do you deliver to?

We deliver to every country in the world (apart from the sanctioned ones!). The cost of delivery for orders shipping to UK and worldwide is based on the order weight, size, value and is calculated in the cart and at checkout.

 

What payments methods are accepted?

We only accept PayPal as safer payment mode.

 

Do you offer wholesale prices / bulk-buying discounts?

Yes, we offer discounted pricing for wholesale orders. Please contact us with your requirements via eBay message centre.

 

What should I do if my post is missing, damaged or opened?

- While every effort is made to ensure your post arrives safely, unopened and in good condition, packets and parcels may occasionally be damaged during the machine sorting process

- Where possible, we utilise environmentally friendly and waterproof packaging. We are not always able to guarantee that post will never be wet in severely adverse weather conditions. Be sure to keep damaged or opened post and any packaging for inspection.

If your post is missing, damaged or opened please contact us through our contact page.

 

Why is my post late or delayed?

Standard post items are normally delivered in the UK by Royal Mail two to three days after posting. Most often, delays occur due to incomplete, illegible or incorrect addresses.

Other reasons for late or delayed delivery include:

- Difficulty accessing the property

- International post being handled by multiple postal services and customs delays

- Handling of prohibited items

If we have left a 'sorry we missed you' notice indicating that delivery was attempted at your address, please follow the instructions on the notice.

If you have not received your standard post within five working days from the date of posting, or 15 days in the case of international post, we suggest you use our contact page.

 

What happens if I miss a delivery?

You have a number of options available if you miss a delivery:

- Collect your item by bringing your ‘sorry we missed you notice’ (also called a Docket In Box or DIB notice) and personal identification, such as a driver’s licence, to your local Delivery depot

- Arrange redelivery of the item online to the same or an alternative address. Redeliveries take approximately two working days

- If you believe that your item should have been delivered, but you have not received a DIB, then it is most likely that your item is still in transit

 

What is your returns policy?

Please refer to our Return tab.

 

Returning your product because its unwanted:

- Please return your item unused and in original condition (as it was received by you) within 30 days of purchase, and we will give you an exchange or refund.

 

Returning your product because it has fault

- if your product develops a fault within 30 days of purchase, please return with proof of purchase and we will exchange or refund it.

For more information please visit out terms and conditions page.

 

How do I contact Sustuu?

The best way to contact us is via eBay message centre.