Shipping policy

Last updated: 17 September 2026

1. Where we ship

We ship to these countries and to no others: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, the United Arab Emirates, the United Kingdom and the United States.

We deliver to street addresses and carrier pickup points. We do not deliver to P.O. boxes, military addresses or freight forwarders.

2. Processing and delivery times

• Processing time: 1–5 business days after your payment has been received. In this time your order is checked, packed and handed to the carrier.
• Shipping time: 7–9 business days after dispatch, with tracking.
• Most orders are delivered 8–14 business days after ordering.

Business days are Monday to Friday, without public holidays. These times are estimates and not guaranteed delivery dates. Customs inspections, carrier strikes, severe weather and peak periods around Black Friday and the December holidays add days that are outside our control. A delay within 30 days after ordering does not give a right to compensation, a discount or a refund of the shipping fee.

3. Shipping rates

• Premium Tracked Shipping: €6,95 per order, for orders below €79.
• Free Premium Shipping: €0 for orders of €79 and above.

The same rates apply to every country we ship to. The order value that counts is the total of the products after discounts. When you shop in another currency, the rates are converted from euros at the exchange rate of that moment, and the amount shown at checkout is the amount you pay.

4. Taxes and duties

Our prices include VAT, and we ship with all import duties and taxes paid. You pay nothing on delivery. When a carrier nevertheless charges you on delivery, pay the charge, email the carrier's receipt to help@sunves.com within 14 days after delivery, and we refund that amount in full. Charges without a receipt are not refunded. Do not refuse the parcel: a refused parcel falls under section 9 of our Return Policy.

5. Tracking your order

As soon as your order ships, you receive a confirmation email with a tracking number and a tracking link, or you can track it on the Track Your Order page.

A new tracking number takes up to 3 business days to show its first update. While the parcel is in transit between countries, the tracking stays unchanged for 2–4 days. Both are normal and do not mean that the parcel is lost.

Items from one order are sometimes sent in separate parcels, each with its own tracking number. This costs you nothing extra.

6. Your address

You are responsible for entering a complete and correct shipping address, with house number, postcode and a phone number on which the carrier reaches you. We ship to the address in the order confirmation.

An address is changed only when your email reaches us before the order has been forwarded to our fulfilment partner. We confirm by email whether the change arrived in time. After that moment the address is not changed any more, not by us and not by the carrier.

When a parcel comes back to us because the address was incomplete or incorrect, because nobody accepted it or because it was not collected from the pickup point, section 9 of our Return Policy applies. We send it again only after you have paid the shipping fee of €6,95 again.

7. Delivered parcels

A parcel counts as delivered when the carrier's tracking shows delivery at the address in your order, at a neighbour, in your mailbox or parcel locker, or at a pickup point. From that moment the risk of loss and damage is yours.

When tracking shows delivery and you do not have the parcel, check your mailbox, your neighbours, other members of your household and the pickup point named in the tracking first. When it is still missing, email us within 7 days after the delivery date in the tracking. We then open an investigation with the carrier, which takes up to 15 business days. When the carrier confirms that it delivered to the wrong address, we send a replacement at no cost. When the carrier confirms correct delivery, the order counts as delivered and is not replaced or refunded.

8. Lost and delayed parcels

A parcel counts as lost when the tracking has not changed for 15 business days in a row, or when it has not been delivered 30 days after dispatch. Email us with your order number when that is the case. We send a replacement at no cost to you. When the item is no longer in stock, we refund the order in full. Before one of these two moments a parcel is in transit and is not replaced or refunded.

9. Parcels damaged in transit

When the parcel or an item arrives damaged, follow section 10 of our Return Policy and email us photos within 14 days after delivery.

10. Contact

Questions about a shipment go to help@sunves.com with your order number. We answer within 24 hours on business days.