Política de envío
Created on 22 May 2025
Last update 17 April 2026
This Shipping Policy explains how Suvera Skincare handles processing, dispatch, delivery timeframes, shipping methods, tracking and delivery-related matters.
We aim to deliver every order with care, clarity and consistency. The delivery information below is intended to help you understand how shipping works before you place an order.
1. Shipping destinations
Suvera Skincare currently ships to the following countries:
- Belgium
- France
- Germany
- Netherlands
If your country is not listed at checkout, shipping is currently not available to that destination.
2. Processing time
Orders are generally processed within 1 to 2 working days.
Processing time refers to the period between successful order placement and dispatch. This includes order review, preparation, packing and handover to the carrier.
Orders are not usually processed on weekends or public holidays.
3. Delivery timeframes
Estimated delivery times are generally as follows:
- Standard shipping: 2 to 5 working days
- Express shipping: 1 to 3 working days
These are estimated delivery windows and not guaranteed delivery deadlines unless explicitly stated otherwise.
Delivery times may vary depending on destination, local carrier conditions, seasonal volume, customs-related routing where relevant, force majeure events or other circumstances outside our reasonable control.
4. Shipping partner
Most orders are shipped with FedEx.
Once your parcel has been dispatched, you will generally receive tracking information so you can follow your shipment progress.
5. Shipping costs
Shipping costs, where applicable, are shown at checkout before you complete your order.
Free shipping may apply from a certain order value where clearly stated on the website or during checkout.
Unless expressly stated otherwise, express shipping is not included in free shipping promotions.
6. Tracking your order
If tracking is available for your shipment, you will receive tracking details once your order has been dispatched.
If you created an account or are logged in when ordering, you may also be able to review your order details through your account environment where applicable.
If you have not received tracking information within a reasonable time after dispatch, you are welcome to contact us.
7. Pickup points and locker delivery
Pickup point or locker selection may not be available at the time of checkout.
Where supported by the carrier and destination country, alternative delivery options such as pickup points or lockers may become available later through the carrier’s tracking environment. Availability depends on the destination, local carrier options and FedEx functionality.
8. Delivery delays
While we aim to meet the estimated delivery windows shown above, delays can occasionally occur.
Delays may be caused by high order volume, carrier congestion, seasonal pressure, adverse weather, operational interruptions, inaccurate address information or other circumstances beyond our reasonable control.
If your order appears to be significantly delayed, please contact us and we will review the matter with you.
9. Incorrect address details
It is the customer’s responsibility to provide complete and accurate shipping information at checkout.
If an incorrect or incomplete address is submitted, this may lead to delays, failed delivery attempts, return-to-sender handling or additional carrier-related complications.
If you notice an error in your shipping details, please contact us as soon as possible. We cannot guarantee that changes can still be made after an order has entered processing.
10. Failed delivery and unclaimed parcels
If a delivery attempt fails or if a parcel is not collected or accepted where applicable, the parcel may be returned to us or held according to the carrier’s procedure.
If a parcel is returned due to incorrect delivery details, repeated failed delivery attempts, non-collection or other customer-side circumstances, we reserve the right to review the matter before arranging a reshipment or refund.
11. Damaged parcels or missing items
If your parcel arrives visibly damaged, incomplete or with the wrong item, please contact us as soon as possible after delivery.
To help us review the matter efficiently, we may ask for:
- your order number
- clear photos of the product
- clear photos of the outer packaging
- a short explanation of the issue
If a delivery issue is confirmed, we will review the most appropriate solution in line with our Refund Policy and your applicable consumer rights. EU consumers also benefit from a minimum 2-year legal guarantee for faulty goods or goods not in conformity with the contract.
12. Refusing delivery
We do not recommend refusing delivery as a return method.
Refused parcels are not always linked immediately to a registered return file and may take longer to move back through the logistics chain. This may delay identification, review and resolution.
If you wish to withdraw from your order or report a delivery issue, please contact us first so we can guide you correctly.
13. International and cross-border shipping within the EU
Suvera Skincare is a European brand. Orders shipped to our supported EU destinations are handled within our normal EU sales and fulfilment flow.
For the countries we currently ship to, we aim to keep the customer experience as straightforward as possible.
14. Legal consumer information
Nothing in this Shipping Policy limits any mandatory rights you may have under applicable consumer law.
Where applicable, EU consumers generally benefit from clear pre-contract information on delivery, a 14-day withdrawal framework for distance contracts subject to legal exceptions, and a minimum 2-year legal guarantee for faulty goods.
If no specific delivery time has been agreed, EU rules generally require delivery without undue delay and no later than 30 days from conclusion of the contract.
15. Contact
If you have any shipping-related questions, please contact us at:
Suvera Skincare
Email: hello@suvera.care
Address: Minister Delbekelaan 54/101, 2170 Merksem, Belgium
Please note that this is our registered business address only and not a visiting address, return address, or physical store location.
16. Changes to this Shipping Policy
We may update this Shipping Policy from time to time to reflect legal, operational or business changes. The latest version will always be published on this page.