We’re here to help! You can reach us through:
📩 Facebook Messenger Chat – Send us a message and we’ll get back to you as soon as possible.
🎟️ Order Support Ticket – Need assistance with your order? Open a Support Ticket, and we’ll take care of the rest!
📞 Call Back Requests – While we don’t offer inbound phone support (we’re a small but mighty team! 💪), you can request a call back and we’ll be happy to chat with you.
Orders cancelled within 24 hours of purchase are eligible for a full refund, which will be issued to the original form of payment. This includes purchases made using split payment methods such as Affirm, Afterpay, Klarna, and similar services.
Orders cancelled after the 24-hour window are not eligible for a refund. All sales are considered final beyond this period.
Refunds will be issued to the original form of payment within 3 business days. Please note that your bank or financial institution may take up to 14 business days to reflect the credit in your account. If we are unable to return the funds to your original payment method, a refund check will be mailed within 30 days, minus a $10 processing and postage fee. Refunds must be requested online via a support ticket. This information will also be provided in your order confirmation email after successful checkout.
At Sunset@Vine, we take great care to ensure that all items meet our high standards of quality. However, if you receive an item that is damaged or faulty, we are here to assist you. 📩 Submit an Order Support Ticket – If you have concerns about a damaged or defective product, please submit a support ticket, and our team will review the issue promptly.
We appreciate your understanding and trust in our commitment to quality!
At Sunset@Vine, we prioritize hygiene and product integrity. For this reason, we do not accept returns or exchanges on our products.
✅ Check Product Details – We encourage you to carefully read the product descriptions to ensure the item meets your expectations.
📏 Confirm Your Measurements – Please double-check your sizing to ensure an accurate fit before purchasing.
❓ Questions Before Purchase? – We’re happy to assist! If you have any questions about a product, feel free to reach out to us before making your purchase.
Processing Time
Once your order is placed, our fulfillment team will take 2-3 business days to carefully process and package it before handing it off to one of our shipping partners depending on your location those partners are (USPS, UPS, and DHL). Orders placed on Sundays will not start processing until the following (Tuesday) we’re closed on Sundays.
Estimated Delivery Time
Most orders made within the U.S. and Canada, including processing time, typically arrive within 7–10 business days. Please note that this timeframe is not guaranteed, as various factors may affect both order processing and shipping duration. International orders typically arrive in 14-21 days.
Once your order has been handed off to one of our shipping carriers, you will receive a tracking number via email. This number will include an estimated arrival date and allow you to monitor your shipment’s progress. Kindly note that tracking details may take up to 24 hours to appear after the tracking number is issued.
Select items may qualify for expedited shipping through our Sunset@Vine Express store, which offers Same Day delivery within Dallas County, TX, as well as Next Day and 3-Day shipping options across the United States and Canada. Product eligibility for expedited delivery will be clearly indicated on each item’s product page.
Please note that Sunset@Vine Express operates as an independent storefront, dedicated exclusively to providing faster delivery services. Its shipping policies and terms may differ from those of our main Sunset@Vine store. International expedited shipping is not available at this time, “we’re working on it!”
We do our best to get your order out as quickly as possible, but sometimes delays happen!
- Busy holidays like New Year’s, Valentine’s Day, Mother’s Day, Memorial Day, July 4th, Thanksgiving, Black Friday, and Christmas may slow down processing.
- Weather conditions and incorrect shipping/billing info may also affect delivery times.
- Spring/Summer seasons usually mean faster shipping times!
If you believe you received a damaged or faulty item that was not damaged during shipment, please submit a support ticket immediately. Please note: Incorrect sizing or ordering errors do not qualify as damaged or faulty and are not eligible for a refund or exchange.
If your item is damaged during shipment, we offer optional package protection through our partner Route® for a small additional fee. Route® protects your order against:
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Loss
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Theft
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Damage during transit
To be eligible for coverage, you must add Route® protection at checkout. Claims for lost, stolen, or damaged packages can be submitted directly through Route’s easy-to-use claims portal.
Important: If you decline Route® package protection, Sunset@Vine is not responsible for any packages that are lost, stolen, or damaged after they leave our facility. While optional, we highly recommend adding Route® to your order for peace of mind.
Pre-Orders & Backorders 
- Pre-order items will ship on or before their estimated in stock date.
- Backordered items will ship as soon as stock is available—your order will be on hold until then!
Pre-Order Policy
At Sunset@Vine, we offer exclusive access to upcoming styles through our pre-order service—giving you the chance to reserve high-demand items before they’re officially in stock.
- What Is a Pre-Order A pre-order is an advance purchase of an item not yet available for immediate shipment, but scheduled to arrive soon.
- Estimated Arrival Pre-order items generally ship on or before the availability date. We’ll notify you of any changes to the expected arrival as soon as possible.
- Manufacturer Delays In rare cases, delays or stock limitations from the manufacturer may prevent us from fulfilling your pre-order. If this occurs, we will process a full refund in accordance with our Refund Policy found in our Terms of Sale.
- Mixed Orders If your order contains both pre-order and in-stock items, we will ship the available items immediately. The pre-order item will ship separately once it’s in stock.
- Cancellation Policy Pre-orders cannot be canceled once placed. Please review your order carefully before completing your purchase.
We appreciate your understanding and your excitement for upcoming releases.
Backorder Policy
At Sunset@Vine, we strive to maintain the availability of all items featured in our online store. However, occasionally, high demand may lead to certain products being temporarily out of stock.
- Backordered Items: Products listed as “backorder” are typically expected to be restocked within 14 business days.
- Order Fulfillment: Once replenished, your order will be processed and shipped promptly.
- Manufacturer Limitations: In rare cases, a manufacturer may run out of inventory and be unable to fulfill the restock within the expected time frame.
- Refunds: If this occurs, your order will be automatically refunded in accordance with our Refund Policy, as outlined in our Terms of Sale.
We appreciate your patience and understanding and remain committed to providing a seamless shopping experience.
We love collaborating with passionate social influencers to help spread the word about our brand! As part of our exclusive program, our Brand Ambassadors receive free clothing in exchange for sharing their style on Instagram, TikTok, Facebook, and Snapchat.
✅ Meet Our Requirements – If you qualify, simply complete our online application to join the team.
🚀 Get Rewarded for Posting – Show off your favorite Sunset@Vine pieces and grow with us!
🚫 Currently Closed to New Applications – At this time, we are not accepting new requests for Brand Ambassadors. Stay tuned for future opportunities!