FAQs - Frequently Asked Questions about Suaji - SuajiBrand




Want to know more about Suaji? In our Frequently Asked Questions section, you’ll find the answers to all your questions.


How do I know which size is right for me?

To guarantee a perfect fit, we recommend consulting our size guide. This guide will give you the specific measurements for each of our trainer models, helping you find the perfect size for you.

How long will my order take to arrive?

Delivery to Europe and the United States takes 3 to 5 working days. Delivery times in the United States and United Kingdom are subject to customs in the destination country. Delivery for orders within Spain takes 24 to 48 hours.

Do you ship internationally?

We deliver Suaji orders to Europe and the United Sates.

Who covers delivery costs?

Delivery is free for orders sent to the United States and Spain (mainland only). Delivery costs for other countries will be calculated at the checkout screen and will depend on the destination address.

What do I do if my order is late or doesn't arrive within the specified window?

If your order is late, you can get in touch with us via our online form. We will check where your package is and get back to you as soon as possible.

How quickly is the shipment made?

All orders are processed within 3 working days (excluding weekends and public holidays) from the payment of the order and from the moment the amount is accounted for. Consider that, during periods of high demand, processing time may take longer than usual.

Can the country of delivery be different from the country of purchase?

The country of delivery must always be the same as the country of purchase.

How much do I have to pay for my shipping costs?

  • For deliveries to mainland Spain, shipping is free.
  • For other destinations you can calculate the shipping costs in the shopping cart or on the payment page.
  • The shipping fee will be calculated according to the weight and volume of the item.
  • The shipping fee does not include import taxes. You will be responsible for import duties and other customs charges, and you must pay import tax if they are charged by Customs.

Can I track the status of my order?

Yes, you can track the status of your order via “My Account” under “My Orders”, or via the carrier’s e-mails informing you of the status of your shipment.

Are there any customs costs and import taxes?

Please note that customers are responsible for payment of any import customs duties that may apply to international orders.

What happens to damaged or lost items?

If you receive a damaged item or your order is lost in transit, please contact us by email info@suajibrand.com. We will work with you to resolve the problem as quickly as possible, and the solution may include a refund or replacement.

What is the process of home delivery?

Once we have verified your order, we will send you an email to confirm that your order has left the warehouse, along with the tracking number, and it will be dispatched within 3 working days. The carrier will contact you by SMS or email to inform you of the delivery details.

Where can I receive my order?

You can receive your order at the address of your choice, your home, your place of work, etc. We do not deliver to PO boxes.


Can I return my trainers?

Yes. Once you have received your order, you have up to 14 days to return it.

How do I return a product?

You can request a return through this form. Repackage the product just as you received it and include one of the return invoices in the box. Attach the returns label to the outside and choose the shipping company you want to return your package.
The product must be in perfect condition, in its original state without having been worn for us to be able to accept the return.
The customer is responsible for paying the delivery costs and they will be deducted from the total price of the purchase. The cost will be the same as when you paid for the order to be delivered.

When will I receive my refund?

We will refund you within 20 working days of the day on which our logistics centre receives your package, and it will be paid using the same payment method you used to make your purchase.

Can I exchange an item for another one instead of returning it?

 We do not currently offer this option. If you wish to change size, colour or model, you will have to request the return of the item and place a new order.


Which payment methods do you accept?

You can make purchases with a credit or debit card.

Can I use a discount voucher when making my purchase?

If you have a valid discount voucher, you can enter it during the payment process to get the corresponding discount on your trainers.

Do you offer secure payment options?

All Suaji transactions are secure. Our team works hard every day to ensure our security measures are up-to-date, making sure your data is protected at all times.


How do I contact you?

To get in touch with Suaji customer service, you can send an email to contact@suajibrand.com. You can also call +34 640 706 075 if you would like assistance in English or + 34659209969 for assistance in Spanish.


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