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FAQ

Order & Delivery

Delivery Service Updates

Last updated on December 3rd, 2021

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

If your country isn't mentioned below, to the best of our knowledge, delivery will still fall within our estimated delivery times.

We at Sudio Customer Service will do our best to provide tracking and delivery information. We always recommend you to contact the carrier directly for local, up-to-date information.

Australia and New Zealand

As a result of several flight cancellations, orders to Australia and New Zealand are subject to longer delays. Some orders that have already been shipped may be recalled and rearranged with other carriers as soon as possible. 

Saudi Arabia

As a result of ongoing delivery disruptions and limited airline capacity, all parcels that are shipped with Aramex to Saudi Arabia are subject to longer delays, this includes orders that are paid with Cash on delivery. For more information, contact Aramex and provide them with your tracking number.

Russia

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

 

Can I change or cancel my order?

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.)

 

 

How can I track my order?

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.

Europe

The majority of our orders in Europe are shipped with GLS.*

Exceptions are:

Finland - Matkahuolto

United Kingdom - DHL

Sweden - DHL 

*In some cases orders can be shipped with Registered Business Maxiletter. That means the package will be delivered by your country's national post. You will then be able to track your package through the website of your national post after it has entered the destination country and passed the customs inspection.

Russia

Orders to Russia are shipped with Russia Post.

Malaysia

Orders to Malaysia are shipped with GD Express.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Singapore

Orders to Singapore are shipped with Legion Express.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Taiwan

Orders to Taiwan are shipped with HCT.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Philippines

Orders to the Philippines are shipped with J&T Express.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Thailand

Orders to Thailand are shipped with Kerry Express.

Because of availability some orders may also ship with J&T Express.

Please note that in this case your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Hong Kong

Orders to Hong Kong are shipped with SF Express.

Australia

Orders to Australia  are shipped with Australia Post.

Japan

Orders to Japan are shipped with Sagawa Express.

South Korea

Orders to South Korea are shipped with CJ Logistics.

Saudi Arabia

Prepaid orders to Saudi Arabia are shipped with DHL Express.*

*Please note that because of availability some orders may also ship with Aramex in this case as well.

Cash on delivery orders are shipped with Aramex.

Kuwait / United Arabic Emirates / Oman

Orders to these countries are shipped with DHL Express.

 

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

Do I have to pay any VAT or import fees?

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 United Kingdom

If you are placing an order to the United Kingdom and the subtotal exceeds £135, you may be subject to additional Customs fees and taxes which are levied when the parcel enters the UK. If the subtotal is lower than £135, you will only need to pay the amount stated at checkout.

Countries where orders are shipped locally

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
  • 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.

Is an invoice included in the parcel? Can you remove it since it's a gift?

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

If you would like to have the payment 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 that states the product value will be included in the parcel, as required by law.

  • South Korea
  • China
  • EU countries

Was my order successful?

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!

Payment

Do I have to pay any VAT or import fees?

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 United Kingdom

If you are placing an order to the United Kingdom and the subtotal exceeds £135, you may be subject to additional Customs fees and taxes which are levied when the parcel enters the UK. If the subtotal is lower than £135, you will only need to pay the amount stated at checkout.

Countries where orders are shipped locally

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
  • 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.

In which currency will I be charged?

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.

Why was I charged a fee by my bank?

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.

How do I use my coupon code?

Coupon codes can be used at the checkout page on Sudio.com where you enter your delivery details. 

Below the order total, click on "I have a discount code" and enter the code in the field.

During campaign- or sales periods such as Single's Day and Black Week, the field for entering a discount code may be disabled. This is depending on whether the offers can be combined or not. 

 

Why is my payment being declined?

There are several reasons why a payment can be declined.

For privacy reasons banks usually don't give details about payments, however, we would like to share some common causes of declined payments:  

  • The debit card has insufficient funds or has reached its limit
  • The credit or debit card information is incorrect
  • CVV mismatch
  • The credit card is expired 
  • You are making an international purchase 
  • Your card has been previously reported as stolen
  • Your purchase triggered fraud protection
  • Your payment attempts have been refused by our payment provider 

Warning.png If you are sure your credit card information is correct, please try again later! There might be a communication error or a technical problem, but please don't try it more than 2 or 3 times. 

If your payment is declined after the second attempt, you can contact our Customer Service or chat with us on Sudio.com between 10 am-4 pm CET Monday-Friday.

Can I pay in installments?

Sudio offers payment in installments for select markets.

Finland, Norway & Sweden

For orders to Finland, Norway & Sweden, you may be able to select an installment plan at checkout via Klarna. For any questions regarding paying in installments, please contact Klarna directly. 

Malaysia & Singapore

For orders to Malaysia and Singapore, you may be able to select an installment plan at checkout via GrabPay. For any questions regarding paying in installments, please contact GrabPay directly. 

Warranty & Return

What is your warranty policy?

The original Sudio product you have purchased is covered by a warranty of 12 months. The warranty period begins on the date of purchase of brand new, unused products by the first end-user. Your earphones are protected against all manufacturing defects for 12 months from the date of purchase. 

On top of that, you can register your Sudio product in our Sphere program to extend the standard warranty from 12 months to 36 months. The registration must be done within 3 months of the purchase.

For information on how to use your warranty, see here

 

My Sudio product is defective, what should I do?

It's a real shame when that happens, and our Service team is always here to help.

If your Sudio product has a defect that is likely to have been caused due to production error, please contact us as soon as possible after the defect is detected. 

The warranty claim process is the same regardless if it is the standard extended warranty of 12 months or the Sudio Sphere extended warranty of up to 36 months. 

Assessment and troubleshooting

Our Service team will perform the assessment in the channel you contacted us through, whether it is through the Support button on the website, email, or live chat. From there, a support case will be created where you can follow up on the progress. 

To properly assess the cause of the defect, our Service team may request some information, including (but not limited to):

  • Photos/videos that demonstrate the product defect
  • A description of how the issue was detected and how the product has been used
  • The product's serial number

If the issue is determined to not be caused by a production defect and could possibly be resolved through technical support, our Service team will offer you user-friendly and safe methods of restoring the product to its functional state, whenever possible.

If a manual assessment is required, our Service team will provide you with instructions on how to return your defective product to our Service Center. 

If you do not provide any requested information or respond to the case, it will auto-resolve after a few days of inactivity. However, you are still able to resume the support case or create a new one at any time. Kindly note that we reserve the right to deny the claim if you resume the case after the warranty period has ended.

Claiming your warranty

If the defect is confirmed to be covered by your warranty, you will be required to provide proof of purchase.

  • For Sudio.com, proof of purchase includes any details (order number, email address, recipient name, etc.) that are necessary to locate the original order.
  • For Sudio products that were purchased through a retailer, a copy (screenshot or photo) of the original receipt is required. The item name and purchase date must be clearly visible.

If the warranty claim is approved, you will be offered full compensation in the form of either a new product of the same model, a similar model (in terms of price and/or features), or a repair. The compensation is depending on services and products available in your market but will always reflect the value of the original purchase.

For more information about what is covered under your warranty, click here

If the claim is not approved, as in the defect was not caused by a production error or the warranty period has expired, you may be offered to replace the product at an additional charge. 

What is covered by the Sudio warranty?

What your warranty covers

The Sudio warranty covers defects and damage that were caused by a production error, even in cases where the defect appears at a later time. If the defect was not there when you received the product or within the first few days of using it, our Service team may need to perform a closer assessment to determine if the defect was caused by a production error.

What your warranty doesn't cover

The Sudio warranty does not cover any defects or damage that was inflicted by you or anyone who has used the product after delivery. Some examples of this are:

  • Damage caused by water or high moisture levels, such as submerging the product in water, putting wet earbuds inside the charging case, exposing the charging ports to moisture, etc. 
  • Damage caused by exposure to extreme temperatures, approximately less than -10℃  and higher than 40℃ depending on the product model.
  • Using the product in any other way than its intended purpose (as described in the documentation inside the product packaging)
  • Damage caused by neglect of the product, such as dirt or earwax collecting on the outside or inside of the product.
  • Theft/loss of the product (or parts of the product) after delivery. 

If the product was damaged or lost while in transit (between the time you made the purchase and up until the product was delivered to you), please contact us as soon as possible and we will assist you further.

Where do I find the serial number?

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)

serialnumber.png

Our Sudio T2 model also features a QR code inside the lid of the charging case. The code can be scanned to reveal the product's serial number.

What is your return policy?

You're welcome to return your Sudio products within 30 days from receiving it if the product does not meet your expectations. If there is a problem with your product after the 30 days have passed, you can always contact us for technical support or warranty questions. 

The return policy only applies to products purchased on Sudio.com. If you purchased a Sudio product somewhere else, we recommend you consult the retailer where you purchased the product on their return policy. 

To return your products, you will need to contact our Service team to receive further instructions for the return. Any return costs are borne by you. If you return any items without giving prior notice, the return may get delayed or rejected.

With the exception of orders originally shipped to Japan, South Korea, Taiwan, Thailand and the United States, all authorized returns are to be sent to Europe.

Depending on the payment method you selected at checkout, we can either offer an exchange or a full refund via the same payment method, provided that the items are returned in the same condition they were in when you received them. This means that the items should not have been damaged, soiled, or used for other purposes than trying them out.

If the original transaction was made using a payment method that is non-refundable, such as bank transfers, cash on delivery, or vouchers, we can unfortunately not refund it. In these cases, you have the option to exchange the item or to receive a refund via an alternative method. The refund method is at Sudio's discretion. 

To request a return of your Sudio product, click here!

What should I return?

Upon returning your new Sudio product, the complete product package and all accessories must be included, as depicted in the example below. Your product must also be in the same condition as it was when you received it.  

nio-box-content.jpg

You are welcome to keep any other products or free gifts that may have been included in the same order. In that case, you will be offered an exchange or refund for the items that were returned. 

You are also welcome to return your Sudio product in a different parcel if you no longer have the original parcel that you received the Sudio.com order in. 

To request a return of your Sudio product, click here!

Collaborations

I'm a social media influencer, can I collaborate with you?

We're glad to hear that you are interested in collaborating with us!

Our purpose at Sudio is to make sound come to life. We utilize the latest technology available to create premium audio devices that meet the highest standards of sound, design, and simplicity.

If our vision speaks to you and your audience, you're welcome to apply for a collaborative partnership by filling out this collaboration form.

Due to the volume of collaboration requests we receive, we are unable to reply and/or give feedback to each request. In the event of a potential match, our Marketing team may get in touch with you through any of the contact details/profiles submitted in your application. 

Wondering if you've been contacted by a Sudio representative? Here's a complete list of all social media accounts that are owned and operated by Sudio. 

Accounts owned and operated by Sudio

We hereby ensure that the following accounts are owned and operated by Sudio:

Global/Regional

@sudio
@sudio_collaborations
@sudio_collabs_es
@sudio_collabs_southeastasia
 

Finland

@sudiofinland
 

France & Spain

@collabssudio.fr.es
 

Japan

@sudio_collab_jp
@sudio_collab_jp2
@sudio_collab_jp3
 

Malaysia

@sudio_collab_my2
@sudio_collabs_my
 

Philippines

@sudio_ph
 

Russia

@sudio_collab_russia
 

South Korea

@sudio_collab_kr
 

Sweden

@sudiosweden
@sudiosweden2
@sudiosweden3

Taiwan

@sudiotaiwan_collab
@sudio_collab_tw
 

Thailand

@sudio_collabs_th
 

United Kingdom & Australia

@sudio.uk.au
 

United States & Canada

@sudio.collabs.us
 
 
 
 

Partnership with Sudio

Thank you for your interest!

If you are interested in a partnership with Sudio, please fill out this form.

For social media collaboration requests, take a look here.

We will take the time to review your offer and will come back to you soon.

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