How can we help?

Suvera Skincare currently ships to Belgium, France, Germany and the Netherlands. If your delivery address is in one of these countries, you will be able to place your order and view the available shipping options at checkout.

If we expand to additional countries in the future, these will be reflected on our website and during checkout.

Our average processing time is 1 to 2 working days. Once your order has been processed and shipped, standard delivery usually takes 2 to 5 working days and express delivery usually takes 1 to 3 working days, depending on your destination.

Please note that weekends and public holidays are not included in these delivery estimates.

Shipping costs vary depending on the country of delivery and the shipping method selected at checkout. We offer free standard shipping on orders over €45.

Express shipping is available in all of our shipping countries, but it is not included in our free shipping threshold. The exact shipping cost for your order will always be shown clearly at checkout before you complete your purchase.

Yes, we offer free standard shipping on orders over €45. If your order qualifies, this will be reflected automatically at checkout.

Please note that express shipping is not included in our free shipping offer.

Most orders are shipped with FedEx. We work with FedEx because it is a reliable delivery partner and aligns well with our focus on a more thoughtful shipping experience.

FedEx also supports CO neutral shipping efforts, which fits with our broader intention to make deliveries more conscious wherever possible.

Yes, express shipping is available in all of our current shipping countries. If you prefer a faster delivery option, you can select express shipping during checkout.

Please note that express shipping is offered separately and is not part of our free shipping threshold.

If you are not available at the time of delivery, FedEx will follow the options available for your shipment and destination. This may include another delivery attempt or additional delivery instructions.

We recommend checking your tracking link for the latest update once your parcel is on the way.

Yes, in most cases you can enter a delivery address that is different from your billing address during checkout. Please make sure all details are entered correctly before completing your order.

Once your order has been placed, changing the delivery address may not always be possible, as orders are processed quickly.

In some cases, a parcel may be marked as delivered shortly before it physically reaches you. We recommend first checking around your delivery address, with neighbours or in any safe place where the parcel may have been left.

If you still cannot locate your parcel, please contact us and we will help you review the situation.

At the time of ordering, delivery to a parcel locker or pickup point is not available, as FedEx does not currently allow this as a standard checkout option for us.

Once your tracking link becomes available, you may be able to adjust your delivery preferences yourself, depending on the options FedEx offers in your country. Please note that this availability can vary by destination.

Delivery times depend on your destination and the shipping method selected at checkout. You will receive tracking details as soon as your parcel ships.

As skincare and cosmetic products are personal care items, we do not accept general returns simply because a product is no longer wanted, the scent is not preferred or the order is no longer needed.

We may, however, offer a suitable solution in cases where a product arrived damaged, the wrong item was delivered or there is another issue for which we are responsible.

As our products fall within the category of skincare and cosmetics, returns for change-of-mind reasons are generally not accepted. This includes situations where a product is no longer wanted or where personal preferences, such as scent or texture, do not meet expectations.

If there is a genuine issue with your order, please contact us and we will review the situation with care.

As these are personal preferences and our products are cosmetic items, we do not accept returns on this basis.

If you are unsure before purchasing, we recommend reviewing the product information carefully. If there is another issue with your order, you are always welcome to contact us.

If your order arrived damaged, please contact us as soon as possible after delivery. We kindly ask you to include your order number and, if possible, clear photos of the damaged item and outer packaging.

Once we have reviewed the details, we will work with you towards a suitable solution.

If you received a product that does not match your order, please contact us as soon as possible. To help us review the issue quickly, include your order number and, if possible, a photo of the item you received.

Once we have checked the details, we will guide you towards the most suitable next step.

We do not offer direct product exchanges.

If there is an issue with your order, such as damage in transit or an incorrect item, please contact us and we will review the matter and provide a suitable solution where appropriate.

If a return is necessary due to an error on our side, such as a damaged item on arrival or an incorrect product being sent, we will cover the return shipping costs.

In such cases, we will provide further instructions so the return can be handled properly.

If a return has been approved by our team, it must be sent back to Belgium.

Please do not send anything back without contacting us first, as we want to make sure the return is properly registered and handled in the correct way.

Refusing a parcel at the door is not recommended. As returns are handled as thoughtfully and efficiently as possible, an unregistered refused parcel can take several days to a week to arrive back with us.

Because the return has not been announced in advance, we may not immediately know who the parcel belongs to, which can make the return process take longer than usual.

If there is an issue with your order, please contact us first and include your order number together with a short explanation of the problem. Photos are always helpful where relevant, especially in cases of damage or incorrect items.

Once we have reviewed the situation, we will let you know whether a return is needed and how to proceed.

If a return has been approved, the timeline can vary depending on the shipping route and when the parcel arrives back with us in Belgium.

Returns that have been properly announced and registered can usually be handled more efficiently. Unannounced returns or refused parcels may take longer to process than usual.

If a refund is applicable, it will be processed after the returned item has been received and reviewed. Once approved, the refund will be issued to the original payment method.

Please note that the time it takes for the refunded amount to appear can vary depending on your payment provider or bank.

We currently accept Apple Pay, MasterCard, Visa, Google Pay, Klarna, Klarna Pay Later, PayPal, Shop Pay, iDEAL, Bancontact and Maestro. The exact payment methods shown at checkout may vary slightly depending on your location and device.

All available payment options for your order will be displayed clearly during checkout before you complete your purchase.

A payment can be declined for several reasons, such as incorrect payment details, insufficient funds, a temporary issue with your bank or card provider, or additional security checks.

If your payment was not successful, we recommend trying again carefully, using another payment method, or contacting your bank or payment provider for more information.

At this time, it is generally not possible to combine multiple payment methods for a single order.

The available payment options will be shown during checkout, where you can select the method that works best for you.

Payment is typically authorised and processed at the time you place your order. The exact moment the amount is charged may depend slightly on the payment method you selected and your payment provider.

If you use a deferred payment method such as Klarna Pay Later, the timing and terms of payment will follow Klarna’s conditions.

Yes, if you have a valid promo code, you can enter it during checkout. Once applied successfully, the discount will be reflected in your order summary before payment is completed.

Please make sure the code is entered exactly as provided and check whether any specific terms or exclusions apply.

A promo code may not work if it has expired, is entered incorrectly, does not apply to the products in your cart or requires a minimum order value. Some promotions may also not be combined with other discounts.

If your code is still not working after checking these points, please contact us and we will be happy to review it with you.

As Suvera Skincare is primarily a business-to-consumer brand, invoices are not issued automatically as standard.

If you do require an invoice, please contact us after placing your order and we will be happy to provide one upon request.

Suvera products are developed with a thoughtful balance between performance, formula quality and a more conscious approach to skincare. Many formulas are vegan, cruelty-free, nut-free, gluten-free and allergen-label-free, with natural or organic certification available across much of the range.

We focus on skincare that feels refined and effective, while also meeting high standards in formulation and product integrity. Many products are also aligned with internationally recognised COSMOS certification standards through ECOCERT Greenlife, and production standards may be supported by ISO 22716 Good Manufacturing Practice certification.

The right products for your skin depend on your skin type, your concerns and the kind of routine you want to build. We recommend starting with your main priority, whether that is hydration, comfort, barrier support, glow or a more balanced-looking complexion.

You can then use the product descriptions, skin type guidance, ingredient highlights and certification details on each product page to make a more informed choice. As claims such as nut-free, allergen-label-free, gluten-free or certified natural can vary by formula, it is always best to check the details of the specific product you are considering.

Many Suvera products are designed to work well together as part of a balanced skincare routine. The most suitable combination depends on the formulas themselves, how often they are intended to be used and how your skin responds to active ingredients.

We recommend following the suggested product guidance and building your routine in a way that feels consistent and comfortable for your skin.

Many people looking for gentle skincare prefer formulas that avoid unnecessary complexity and are clearly labelled. A number of formulas in this kind of range are allergen-label-free, nut-free and gluten-free, which can be helpful for customers who are paying closer attention to formulation details.

At the same time, sensitivity can vary from person to person, so we always recommend checking the full ingredient list carefully before use.

The full ingredient list for each product can be found on the relevant product page. We believe in clear and transparent product information so you can review the formula before purchasing.

This is also the best place to check whether a specific product is vegan, nut-free, gluten-free, allergen-label-free, or certified natural or organic, as these details can differ from one formula to another.

Usage instructions are provided on each product page so you can understand how and when a product fits into your routine. This may include how often to apply it, where it belongs within your skincare steps and whether it is better suited to morning or evening use.

Following the recommended usage helps you get the best experience from the product and build your routine with more confidence.

The ideal frequency depends on the active ingredient, the formula itself and your skin’s individual tolerance. Some products are suitable for frequent use, while others are better introduced more gradually.

We recommend following the guidance given for the product and adjusting thoughtfully based on how your skin responds.

Many skincare products are suitable for regular use, but daily use always depends on the formula and its intended purpose. Some products are designed for both morning and evening use, while others may be better used less often.

We recommend checking the product instructions carefully and building your routine in a way that feels balanced for your skin.

Many formulas in this type of range are vegan and cruelty-free, and these are among the strongest product claims available across the assortment.

For complete certainty, we recommend checking the claim details on the individual product page, as the exact certifications and attributes can differ by formula.

A number of formulas in this category are labelled as nut-free and allergen-label-free, and some are also gluten-free. These claims can be especially helpful for customers who want more clarity around formulation choices.

As not every formula necessarily carries the exact same claims, we always recommend reviewing the individual product page before purchasing.

Many formulas in this type of skincare range are certified according to the international COSMOS standard by ECOCERT Greenlife, with some products carrying COSMOS Natural and others COSMOS Organic certification.

This offers an added level of trust around how ingredients and formulation standards are assessed.

If you are pregnant or breastfeeding, we recommend reviewing the ingredient list of any product carefully before use. As individual circumstances can vary, it may also be helpful to consult a qualified medical professional if you are unsure about a specific ingredient or formula.

This allows you to make the most informed choice for your personal situation.

Suvera products are best stored in a cool, dry place away from direct heat, humidity and prolonged sunlight. Proper storage helps maintain the quality, texture and overall condition of the formula over time.

We also recommend closing each product carefully after use.

The recommended period after opening can vary depending on the formula and the packaging. Using skincare within the advised timeframe helps ensure the best product experience.

If the texture, scent or appearance changes noticeably over time, we recommend discontinuing use and contacting us if you have any concerns.

In many cases, skincare products from different brands can be used together, but compatibility depends on the ingredients involved and the overall intensity of your routine. Some combinations may work perfectly well, while others may be too active when layered together.

We recommend introducing products thoughtfully and paying attention to how your skin responds over time.

You can create an account through our website in just a few steps. Once your account is set up, you can log in more easily in the future and keep your details in one place.

Creating an account is not required to place an order, but we do recommend it for a smoother experience.

No, creating an account is not mandatory in order to place an order. You can still complete your purchase without one if guest checkout is available.

That said, having an account can make it easier for both you and our team to review your orders and provide support more directly when needed.

Creating an account gives you a more convenient way to manage your experience with Suvera. It allows you to view your order history more easily and can help us support you faster when you contact us.

With an account, we can often review your order details more directly and assist you more efficiently.

You can log in through the account page on our website using the email address linked to your account. Once logged in, you can access your account details and review your order information more easily.

If you experience any issue while logging in, please feel free to contact us.

If you have forgotten your password, you can use the password reset option on the login page. This will allow you to set a new password and regain access to your account.

If you continue to experience difficulties, please contact us and we will be happy to help.

If you have placed your orders through an account, you can log in to review your order history in one place. This can make it easier to check past purchases and follow up on recent orders.

It is one of the main reasons we recommend creating an account, even though it is not required.

If you have an account, you may be able to review and manage certain account details through your profile. If you need help updating specific information, you are always welcome to contact us.

We will do our best to assist you as efficiently as possible.

We take privacy seriously and aim to handle personal data with great care. We are committed to protecting customer information and to processing personal data in line with applicable privacy standards, including GDPR requirements where relevant.

This means we focus on a careful, responsible and transparent approach to how personal information is handled.

We only use the information that is necessary to process your order, support your customer experience and operate our services properly. Where third parties are involved, this is limited to the services needed to fulfil your order or support the functioning of our store.

We always aim to treat your data with care and in line with applicable privacy obligations.

If you would like to request access to your personal data, or if you would like your data to be corrected or deleted where applicable, you can contact us directly. We will review your request carefully and handle it in line with applicable privacy requirements.

We believe that clear communication and responsible data handling are an essential part of customer trust.

Customer accounts are provided through the Shopify account system used on our store. This allows customers to log in securely and helps create a smoother support and order experience.

While the account functionality is powered through our store platform, we remain committed to handling your customer experience with care and attention.

At Suvera, sustainability is not treated as a separate layer added afterwards. It is part of how we think about the brand as a whole, from production and sourcing to packaging and delivery. We believe a modern skincare brand should not only focus on how something performs, but also on how it is made, moved and presented.

For us, that means making considered choices wherever possible, avoiding unnecessary excess and building a business that values long-term responsibility over short-term impression. It also means staying realistic. Sustainability is not a finish line, but an ongoing direction that should be approached with care, honesty and consistency.

We approach sustainability as a broader business principle rather than a single product claim. It influences how we think about ingredients, manufacturing standards, packaging choices, shipping methods and the overall customer journey.

Our aim is to build Suvera in a way that feels more thoughtful at every step. That includes looking beyond what the customer sees on the surface and considering the wider processes behind the brand itself.

We aim to make deliveries more thoughtful by working with a shipping partner that combines reliability with a more conscious direction. That is one of the reasons we use FedEx for most shipments. Reliable delivery matters, but so does the wider approach behind the logistics process. FedEx supports CO neutral shipping efforts, which aligns with our intention to make deliveries more considered wherever possible.

For us, shipping is not only about getting a parcel from one place to another. It is also part of the responsibility of running a modern brand. While no delivery system is impact-free, we believe the choices around it still matter.

We believe production should meet high standards not only in terms of quality, but also in terms of consistency, professionalism and trust. For Suvera, this means working within a structured production environment where formula quality, process control and product integrity are taken seriously.

Good production is not only about the final result. It is also about how carefully that result is achieved. We value a production approach that supports both refined skincare and a more responsible way of building the brand over time.

European production matters to us because it supports a more consistent and transparent approach to quality, logistics and sourcing. It allows us to stay closer to the processes behind the products and helps keep the overall supply chain more focused and efficient.

It also contributes to a more straightforward customer experience within Europe, including shipping and customs clarity. For us, that connection between product, place and process is an important part of building a more thoughtful brand.

We believe sourcing should be approached with care, not only in terms of what works well in a formula, but also in terms of the standards and choices behind it. Responsible sourcing is part of how we think about product quality and long-term credibility.

Rather than focusing on surface-level claims alone, we are more interested in building a brand where ingredient choices, quality standards and overall product integrity are aligned from the start.

We try to reduce unnecessary waste by keeping our approach more intentional across the wider customer journey. That includes avoiding excess where it does not add value, making considered packaging choices and looking at how products are produced and shipped as part of the same bigger picture.

For us, reducing waste is not about doing the absolute minimum. It is about removing what is unnecessary while keeping the experience refined, functional and in line with the standards we want the brand to reflect.

Packaging is an important part of how we think about sustainability as a brand. Every packaging material should be chosen with purpose, not only for how it looks in the moment, but also with the future in mind. We believe packaging should protect the product properly, feel considered and avoid unnecessary excess wherever possible.

We do not see packaging as something purely decorative. It has a real function, and that function should be fulfilled in a way that feels thoughtful, practical and more responsible over time.

We believe responsibility is built through repeated decisions, not a single statement. That includes how products are produced, how shipping is handled, how packaging is approached and how the overall business evolves.

Our goal is not to appear perfect. Our goal is to keep building Suvera in a way that feels more considered, more transparent and more aligned with the kind of long-term brand we believe in.

If you would like to contact Suvera about a partnership or collaboration, you are welcome to get in touch with us directly. We recommend including clear background information about your proposal so our team can review it properly.

This helps us understand your request more efficiently and respond in a more considered way.

At this time, wholesale or retail partnerships are not offered as a standard part of our business. Our focus remains on quality over quantity and on building Suvera in a thoughtful and selective way.

That said, we are always open to reviewing relevant opportunities. If you believe your proposal is a strong fit for the brand, you are welcome to contact us with further details.

We do not currently operate with a broad or standard stockist programme. Any potential retail presence would be considered selectively and on a case-by-case basis, depending on the fit, the positioning and the broader vision behind the opportunity.

If you are interested in stocking Suvera, you are welcome to contact us with more information about your business, your audience and the type of collaboration you have in mind.

Yes, Suvera is open to working with creators and brand ambassadors. A separate form for these enquiries will be made available so applications can be reviewed in a more structured way.

This allows us to better understand each request and consider whether there is a strong fit with the brand.

If you have another business-related question, you are welcome to contact us directly. We recommend including as much relevant context as possible so we can review your enquiry more efficiently.

This helps us respond more clearly and direct your message to the right place where needed.