Shipping Policy

Trade name: Sivoren

Phone number: +33420102019

Email: info@sivoren.shop

Physical address: 170 Rue des Bruyères, 84100 Orange, France

1. Order Processing

All orders received by Sivoren will be processed within 1–3 business days, excluding weekends and French public holidays. Orders placed after the daily cutoff time will start processing on the next business day. We reserve the right to verify order information, shipping address and buyer details before shipment to prevent fraudulent orders. If there is an address error or information mismatch, our team will contact you via email; order fulfilment will be suspended until we receive your confirmation. Please ensure your delivery address is complete and accurate, including apartment, unit or building details. We are not liable for delivery failures caused by incorrect or incomplete customer-provided addresses.

2. Shipping Zones & Delivery Times

• Metropolitan France: 2–5 business days after dispatch
• Corsica: 4–7 business days after dispatch
• EU countries: 5–10 business days after dispatch
• Rest of World: 7–18 business days after dispatch

Delivery estimates are guidelines only and cannot be guaranteed. Delays may occur due to carrier disruptions, customs inspection, peak shopping seasons, public holidays, extreme weather or unexpected logistical events. Business days exclude Saturdays, Sundays and official public holidays in France and destination countries.

3. Shipping Costs & Free Shipping

Shipping fees are automatically calculated at checkout based on destination, total weight and dimensions of your order. Free shipping may be offered for orders meeting the minimum cart value threshold displayed on our website. Free shipping applies to standard delivery method only; express upgrade will incur extra charges even if your order qualifies for free standard shipping.

4. Order Tracking

Once your package is dispatched, a confirmation email containing tracking number and tracking link will be sent to your registered email address. You can monitor your parcel status via the tracking link. Tracking updates may take up to 48 hours to activate after the label is created. If you do not receive the shipping confirmation email, please check your spam folder or contact us at info@sivoren.shop.

5. Customs, Duties & Taxes

For shipments outside France: Import duties, customs charges, VAT and any local administrative fees at the destination country are the responsibility of the customer. Sivoren has no control over customs clearance procedures and cannot predict customs delays or additional charges. Customs policies vary widely between countries. Customers are responsible to check local import regulations before placing orders. If a parcel is refused by customs or returned to sender due to unpaid duties, return shipping costs and customs fees will be deducted from your refund.

6. Damaged, Lost or Missing Parcels

Please inspect your package immediately upon receipt. If the parcel arrives damaged, broken or with missing items, you must contact us within 48 hours of delivery and provide clear photos of the outer packaging, damaged box and defective products. We will assess your claim and arrange replacement or refund according to the situation. Claims for lost parcels can only be initiated after the carrier confirms the package is lost. The investigation process with carriers may take 7–15 business days. We will not process refunds or reshipments before the carrier completes the loss investigation. Signature confirmation may be required for certain high-value orders. If you choose to waive signature confirmation, Sivoren shall not be responsible for parcels marked as delivered but not received by you.

7. Address Modification

Address changes can only be accepted before the order is shipped. Once the parcel has been handed over to the logistics carrier, address updates cannot be guaranteed and may incur extra rerouting fees, which will be borne by the customer.

8. Delivery Failure & Return to Sender

If delivery cannot be completed because no one is available to receive the parcel, the carrier may leave a notice and attempt redelivery. If multiple delivery attempts fail, the package will be returned to our warehouse. In such cases, original shipping cost and return shipping cost will be deducted from your refund. If you still want the goods after return, you will need to place a new order and pay shipping again.

9. Returns & Shipping for Returns

Return shipping cost shall be borne by the customer unless the returned item is defective or we shipped the wrong product. When returning goods, you must use a trackable shipping service and retain the tracking number. We recommend purchasing shipping insurance for high-value returns. Refunds will be processed only after we receive and inspect the returned goods at our warehouse in France.

10. Disclaimers

Sivoren relies on third-party logistics providers for all delivery services. We are not liable for delays, loss or damage caused by carrier actions, customs hold, force majeure events or circumstances beyond our reasonable control. This shipping policy is subject to updates without prior notice. Any changes will take effect once published on our website.

Contact: info@sivoren.shop