Shipping Policy

Order Processing

All orders are processed and prepared within 1 to 3 business days (excluding weekends and holidays). Once processed, your order is carefully packaged and handed over to the carrier for shipment.

Delivery Times

We currently deliver our products exclusively within Europe. The estimated delivery time is between 7 and 20 business days from the date of order shipment.

Please note that these times are indicative only. They may fluctuate depending on carrier performance, periods of high demand (sales, holidays), or exceptional circumstances.

Shipping Costs

Applicable shipping costs are automatically calculated and clearly indicated to the customer during the checkout process.

Depending on current store promotions, selected products, or ongoing special offers, free shipping may be available.

Order Tracking

As soon as your package departs, a shipping confirmation email is automatically sent to you. This email contains a unique tracking number that allows you to monitor the delivery progress.

Managing Delivery Delays

In certain situations beyond our control, shipping delays may occur due to external factors:

• An abnormally high volume of ongoing orders.
• Structural slowdowns at partner carriers.
• Customs controls or cross-border logistical constraints.
• Periods of high general activity.

If the delivery of your order exceeds 30 business days after its effective dispatch, we invite you to contact our support team so that we can initiate an investigation.

Delivery Address

It is the sole responsibility of the customer to verify and provide a correct, accurate, and complete delivery address when confirming their purchase.

Sun-Aura cannot be held responsible for delivery delays, inability to deliver, or package losses attributable to incorrect or incomplete contact details.

Lost Packages

If your package tracking indicates that it has been "delivered" but you have not received it, we first invite you to check with your neighbors, close contacts, or your usual relay point.

If the package is officially declared lost following the investigation conducted by the carrier, Sun-Aura commits to offering you an appropriate solution (reshipment of a new replacement item or refund of the order, depending on the situation).

Customer Service

For any questions regarding your order, our logistics network, or the status of your shipment, our support team is available at the sole address: Contact@sun-aura.fr