FAQ

Last updated on May 19th, 2021

Please be aware that deliveries are impacted in some countries due to COVID-19. See below for the list of affected regions.

If your country isn't mentioned below, to the best of our knowledge, delivery in your area will still fall within our estimated delivery times or with a slight delay of 1 to 2 business days.

Once the parcel has arrived in your country/area, for delivery details, please contact the courier with your tracking number.

Our Service Team will do our best to provide tracking and delivery information, we appreciate your patience with us during this time.

Russia

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow 9-12 business days for the delivery of your order.

Singapore

As a result of ongoing delivery disruptions and shortage of airline capacity, all parcels to Singapore will stand in a queue at DHL in Hong Kong and wait for a delivery flight.

Furthermore, due to lockdown scheduled until mid-June, please note that;

• Legion Customer Service will only work from home, thus their call center will be closed.
• Delivery can't be made to business addresses. Please contact Legion Express if your business premises are open. We recommend you provide a residential address as a delivery address to avoid potential delays.
• Some business centers and apartments have restrictions of entering, potential delays of delivery may occur.

Taiwan

HCT Logistics has imposed a new delivery policy between May 17th to June 8th.

• Door pick-up service for residential addresses is not available.
• HCT will not enter buildings for delivery. For apartments and community buildings, parcels will be left at the building administrator's office or outdoor area.
• Normal delivery times can't be guaranteed in high-risk areas.

If you need to cancel or make changes to your order, contact us as soon as possible after the order has been placed. 

Orders can only be cancelled or changed before they have been shipped. We're always working quickly to pick and pack all orders and during peak seasons and holidays we may have an increased amount of requests. While we will do our best to change your order in time, we can't guarantee that the changes can be made before the order has been shipped.

• Click here to request an order cancellation
• Click here to request any order changes (delivery information, model, color etc.)

You will receive a shipment confirmation when your order has been dispatched from the warehouse. The email contains your tracking number and a link where you can follow the progress.

Limited tracking
If your order is being shipped with any of the carriers below, your shipment may not be traceable until it has entered the destination country.

• Pony Express (Russia)
• GD Express (Malaysia)
• Legion Express (Singapore)
• HCT (Taiwan)
• Australia Post

Our Service Team is more than happy to assist with tracking your shipment.

There is no invoice included in the package when it is delivered.

If you would like to have the invoice for your order, you can use the order confirmation email as a receipt/invoice.

With the exception of the countries listed below, a commercial invoice is included in the parcel by law which states the product value.

• South Korea
• China
• EU countries

If your order has been successful, you will be redirected to a page after checkout confirming your order and stating your order number.

You should receive an order confirmation via the e-mail address provided by you at the checkout page, this can sometimes take up to 24 hours. 

If you haven't received an order number or email confirmation, reach out to us using the same name and email address as in your order and we'll gladly assist you further!

Unfortunately, we're unable to deliver to P.O. boxes, Army Post Office (APO), Diplomatic Post Office (DPO), and Fleet Post Office (FPO) addresses.

VAT (Value Added Tax), customs, and/or duty fees may be levied by your destination country. These charges for taxes or customs clearance are borne by the recipient. We at Sudio can unfortunately not estimate what the charges may be or whether customs fees apply for your shipment, as the taxation policies vary from country to country.

Customs clearance can also cause delays in delivery if longer assessments are required. Sudio is not responsible for any packages held by Customs authorities and we cannot affect their policies or regulations. We recommend that you consult your local Customs authority on their procedures and policies.

Orders placed to the following countries are shipped locally and will therefore not pass through Customs clearance:
Countries within the EU, Hong Kong, Japan, Mainland China, Macau, South Korea, Taiwan, Thailand & United States.

This means that orders placed to the above-mentioned countries will have no other charges other than those listed at checkout.

To see whether your order is shipped locally or not, check here.

We will always charge you in the currency that is displayed on the website. Be sure to select the country you are located in in the drop-down menu on the homepage to ensure the correct currency.

We do not charge any extra fee except for the price displayed on the checkout page. Some banks may charge a small fee for this transaction.

If you get charged an extra fee, we kindly suggest that you contact your bank regarding this matter.

Coupon codes can be used at the checkout page where you enter your delivery details. Proceed with your order as normal and apply your code during checkout.

Please note that during special campaign period coupon may not always be combined with campaign offers. 

Please note the coupon code can only be used via www.sudio.com. The coupon codes cannot be used in offline stores or other websites.

We will be sure to keep in contact with you once your products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

You will be refunded via your original payment method.

We will be sure to keep in contact with you once your returned products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

We sincerely thank you for your patience and we will try our best to deal with the situation and handle your case as fast as we can.

Due to the current situation, please note that it may a few more business days than usual for return to be handled after the package has been received.

We apply a new 30 day return policy when you purchase through www.sudio.com.

As your purchase falls within the 30 day return (counting from the purchasing date) policy we are able to refund you in full via original payment method once we receive your Sudio product.

Please note the full refund is conditional:

• The products must be in perfect and new condition, for example, no dirt/earwax/scratches. It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer. 
• The original product package (white) must remain, the black delivery box is not necessary.
• Except Femtio and Tolv-R models, all the other Sudio earphones have a black label attached, the black label must not be removed. Sudio cannot accept returns where labels have been removed.
• All accessories, such as ear/wingtips, USB or Type-C cable etc., as well as the accessory box must remain.

If anything is missing or not in the original condition, unfortunately, we may not be able to issue you a refund.

Products purchased directly from our website www.sudio.com must be returned to the location provided by our Service Team for a refund to be made. 

Please always contact our Service Team before you initiate a return.

We apply a 30 day return policy when you purchase through sudio.com. Proof of purchase must be submitted and the product packaging fully intact for a return.

Within the period of 30 days from the date that you received your products, you are able to return them and receive a refund.

If it is over 30 days, we regret to inform that we can no longer return/refund the product. Please note that the policy applies to regret purchase, etc. If you are experiencing technical issues with your Sudio product within 30 days of purchase, there is a different process. Please contact us for more information.

The full refund is conditional that the returned product arrives at our Service Center and packaging intact (the original package, labels and all accessories must remain).

It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer.

However, Sudio cannot accept returns where labels have been removed (Ett, Fem, Nivå, Tolv, Vasa Blå, and Tretton all have a black label with the product). This will be determined by the Sudio Service Center upon arrival.

If anything is missing or not in the original condition, you may not be able to receive a refund.

The Sudio Service team will handle your matter within 5 to 7 business days after your product has been received.

Please note: Postal services are not funded by Sudio AB.

*If you are located in USA or Canada the return process is different, please contact us for more details.

Please always contact us before sending any returns to the location provided by our Service Team. Otherwise, the return and refund process may be delayed. Your order number and the return reason needs to be included in the email.

The serial number can be found on a sticker attached to the bottom side of the product packaging. The serial number is 11-12 digits long and either a numerical string, barcode, or a QR code (depending on model)

If you are interested in collaborating with us, you're welcome to fill out this collaboration form.

Unfortunately, due to the volume of collaboration emails we receive, we are unable to reply and/or give feedback to each email. We will get back to you if we are interested in collaborating with your social media profile.

Thank you once again for your interest in collaborating with Sudio Sweden.