Shipping & Returns
WHAT IS OURS RETURNS POLICY?
Products must be returned within 14 days from the date you received your order. Products must be unworn and unwashed with all tags still attached (if your item had tags when you received it). To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
SHIPPING METHODS
WWW.SUAVEVERA.COM DELIVERS PARCELS ALL OVER THE WORLD VIA DHL EXPRESS, FEDEX, USPS OR UPS. ALL ORDERS ARE PROCESSED WITHIN 1 WORKING DAY. HOWEVER, DURING SALE SEASONS ORDERS MIGHT SUFFER A SLIGHT DELAY DUE TO AN EXCESSIVE AMOUNT OF ORDERS BEING FILLED OUT. SUAVEVERA.COM WILL NOT BE HELD RESPONSIBLE FOR A DELAY IN SHIPMENT CAUSED BY WEATHER CONDITIONS, INTERNATIONAL CUSTOMS ISSUES OR ANY OTHER CIRCUMSTANCES BEYOND THE CONTROL OF SUAVEVERA. SALE AND DISCOUNTED ITEMS REFLECT DISCOUNTED PRICES. WORTH OF GOODS WILL BE PUBLICLY AVAILABLE ON THE PACKAGE’S INSERT FOR TAX REASONS ON ALL ORDERS. ONCE ORDERS ARE SENT THEY CAN NO LONGER BE CANCELLED AND CHANGE OF DELIVERY ADDRESS IS NO LONGER POSSIBLE, PLEASE MAKE SURE TO FILL OUT A CORRECT ADDRESS WHEN CHECKING OUT. ONCE YOU RECEIVE YOUR PARCEL, YOU CAN ASK FOR THE RETURN OR EXCHANGE WITHIN 14 DAYS YOU (OR SOMEONE YOU NOMINATE, OTHER THAN A CARRIER) RECEIVED THE GOODS.
RETURNS AND REFUNDS
RETURNED PRODUCTS MUST CONFORM TO OUR RETURNS POLICY BELOW.
YOU HAVE A LEGAL OBLIGATION TO TAKE REASONABLE CARE OF THE PRODUCTS WHILE THEY ARE IN YOUR POSSESSION, AND YOU MUST RETURN THEM IN THE SAME CONDITION IN WHICH YOU RECEIVE THEM (EXCEPT TO THE EXTENT REASONABLY NECESSARY TO EXAMINE THEM). THIS INCLUDES THE FOLLOWING GUIDELINES:
– PRODUCTS SHOULD BE RETURNED UNWORN (OTHER THAN TO TRY THEM ON), UNWASHED, UNDAMAGED AND UNUSED WITH THEIR ORIGINAL TAGS;
– FOOTWEAR AND ACCESSORIES SHOULD BE RETURNED IN THE ORIGINAL BOXES PROVIDED AND INSIDE A PROTECTIVE SHIPPING BOX;
– IF THE PRODUCT COMES WITH A SECURITY TAG THIS SHOULD BE LEFT ON;
– HOSIERY SHOULD ONLY BE RETURNED IF IT IS UNOPENED AND IS IN ITS ORIGINAL PACKAGE; AND
– LINGERIE AND SWIMWEAR MUST ONLY BE TRIED ON OVER YOUR OWN LINGERIE GARMENTS.
IF YOU FAIL TO COMPLY WITH THE ABOVE OBLIGATIONS (INCLUDING THE CONDITIONS OF RETURN), WE MAY DEDUCT FROM THE REFUND AN AMOUNT TO REFLECT THE DIMINISHED VALUE OF THE PRODUCT(S) UP TO THE FULL PRICE OF THE PRODUCT(S).
YOU CANNOT CANCEL A CONTRACT FOR THE SUPPLY OF ANY OF THE FOLLOWING PRODUCTS:
• ANY PRODUCTS THAT HAVE BEEN PERSONALISED OR MADE TO YOUR OWN BESPOKE SPECIFICATIONS UNLESS SUCH PRODUCTS WERE DAMAGED OR FAULTY WHEN DELIVERED TO YOU OR HAVE BEEN INCORRECTLY DELIVERED (SEE RETURNS AND REFUNDS FOR CUSTOMISED PRODUCTS BELOW FOR MORE INFORMATION);
• ANY GARMENTS OR COSMETICS PRODUCTS THAT HAVE HAD A HYGIENE LABEL OR SEAL REMOVED OR BROKEN.
NOTE: PRODUCTS PURCHASED FROM A SUAVE VERA WILL BE REFUNDED WITH STORE CREDIT IN THE FULL AMOUNT.
• PRICE REDUCED ITEMS PURCHASED IN THE CONTEXT OF SALE (ONLINE OR OFFLINE) ARE CONSIDERED FINAL SALE AND ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.
• EXCHANGES, STORE CREDITS AND/OR REFUNDS WILL BE ISSUED ONLY AFTER RETURNED GOODS HAVE BEEN RECEIVED AND INSPECTED BY OUR WAREHOUSE TO CONFIRM THEY MEET OUR RETURN-ELIGIBLE CRITERIA ABOVE.
• STORE CREDIT REQUESTS ARE FREE TO PROCESS AND ISSUED ELECTRONICALLY; CREDITS DO NOT EXPIRE AND CAN BE USED TOWARD ANYTHING ON OUR SITE.
• PLEASE ALLOW UP TO 10 BUSINESS DAYS TO RECEIVE AND PROCESS YOUR RETURN REQUEST AFTER YOUR RETURN PACKAGE HAS BEEN SHIPPED.
WHILE WE TRY OUR BEST, DIRECT EXCHANGE REQUESTS ARE NOT GUARANTEED BECAUSE OUR STOCK IS LIMITED.
• IF YOU’RE RETURNING PART OF A KIT, THE REFUNDED AMOUNT WILL REFLECT THE ITEM’S KIT PRICE, NOT THE STANDARD FULL PRICE OF THE ITEM.
• IF YOU’RE RETURNING AN ITEM PURCHASED WITH A DISCOUNT CODE, YOUR REFUND WILL REFLECT THE ITEM’S PROPORTIONALLY DISCOUNTED PRICE, NOT THE STANDARD FULL PRICE OF THE ITEM.
• DAMAGED RETURNS AND RETURNS SENT BACK WITHOUT PRIOR AUTHORIZATION WILL BE RETURNED TO SENDER.
RETURNS PROCESS
WE RECOMMEND THAT YOU RETURN PRODUCTS IN THEIR ORIGINAL PACKAGING TO ENSURE THE NECESSARY PROTECTION WHEN IN TRANSIT.
INSTRUCTIONS FOR THE RETURN OF THE PRODUCT(S) WILL BE INCLUDED WITH THE DELIVERY PACKAGE.
WHEN CANCELLING A PURCHASE AND RETURNING PRODUCTS TO US YOU HAVE TWO OPTIONS AVAILABLE TO YOU:
– DEPENDING ON WHERE YOU LIVE, EXERCISE YOUR RIGHT TO CANCEL UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013 (CCRS). IF YOU CHOOSE THIS OPTION YOU WILL BE REFUNDED THE FULL PRICE FOR THE PRODUCT(S) (SUBJECT TO OUR RETURNS POLICY) AND THE COST OF STANDARD DELIVERY BUT WILL BE LIABLE FOR THE ORGANISATION AND COST OF RETURNING THE PRODUCT(S) TO US.
WHAT HAPPENS NEXT?
PRINT OUT THE AIR WAYBILL (AWB) AND ATTACH IT TO THE OUTSIDE OF THE PARCEL. THERE WILL ALSO BE A COPY TO GIVE TO THE COURIER. PLEASE SAVE A COPY OF THE AWB FOR YOUR RECORDS. YOU CAN USE THIS TO TRACK YOUR RETURN SHIPMENT.
IF YOU HAVE BEEN PROVIDED WITH A RETURNS INVOICE FOR CUSTOMS, PLEASE ENCLOSE ONE INSIDE THE PACKAGE AND ATTACH A SIGNED COPY ON THE OUTSIDE WITH THE AWB.
FAULTY PRODUCTS
IF ANY PRODUCT YOU ORDER IS DAMAGED OR FAULTY WHEN DELIVERED TO YOU OR HAS DEVELOPED A FAULT, YOU MAY HAVE ONE OR MORE LEGAL REMEDIES AVAILABLE TO YOU, DEPENDING ON WHEN YOU MAKE US AWARE OF THE PROBLEM, IN ACCORDANCE WITH YOUR LEGAL RIGHTS. IF YOU BELIEVE A PRODUCT WAS DELIVERED DAMAGED OR FAULTY OR HAS DEVELOPED A FAULT, YOU SHOULD INFORM US AS SOON AS POSSIBLE, PREFERABLY IN WRITING, GIVING YOUR NAME, ADDRESS AND ORDER REFERENCE. NOTHING IN THIS SECTION AFFECTS YOUR LEGAL RIGHTS.
PAYMENT METHODS
WWW.SUAVEVERA.COM HAS THE FOLLOWING PAYMENT METHODS AVAILABLE: CREDIT CARDS (WE ACCEPT VISA, MASTERCARD, AMERICAN EXPRESS, DINERS, DISCOVER, JCB AND UNION PAY); PAYPAL (TO REGISTER A PAYPAL ACCOUNT, PLEASE VISIT THEIR WEBSITE AT PAYPAL.COM), APPLE PAY AND LOCAL PAYMENTS (ALI PAY FOR CHINA MAINLAND, HONG KONG SAR, MACAO SAR AND TAIWAN REGION; SOFORT FOR GERMANY, BELGIUM, AUSTRIA AND SWITZERLAND; IDEAL FOR NETHERLANDS). PLEASE NOTE THAT ALL PAYMENT TRANSACTIONS ARE SUBJECT TO VERIFICATION WITH THE CARD ISSUER. YOUR CREDIT CARD WILL BE CHARGED ONLY WHEN THE ORDER IS FINALIZED, AND WE WILL NOT BE HELD RESPONSIBLE FOR ANY REFUSAL OF A CARD ISSUER TO AUTHORIZE THE TRANSACTION. FURTHERMORE, WE CONDUCT STANDARD PRE-AUTHORIZATION ON THE CARD; PRODUCTS SHALL NOT BE SHIPPED UNTIL SUCH CHECKS HAVE BEEN PERFORMED. PLEASE NOTE THAT THE CARD ISSUER MAY CHARGE A FEE OR ADMINISTRATIVE-PROCESSING CHARGE; WE ARE NOT RESPONSIBLE FOR SUCH EXPENSES.
PLEASE NOTE THAT IT MAY TAKE YOUR BANK ADDITIONAL TIME TO PROCESS THE FUNDS BACK TO YOUR ACCOUNT.
YOUR ORDER WILL BE DISPATCHED UPON RECEIPT OF PAYMENT ON OUR ACCOUNT. REFUNDS FROM RETURNS WILL BE CHARGED-BACK TO THE BANK ACCOUNT WHICH THE ORIGINAL ORDER WAS PAID FROM.
*IN ACCORDANCE WITH THE NEW EU REGULATION UE 2016/679 ON DATA PROTECTION (GDPR), THE DATA MAY BE TRANSFERRED TO NON EU COUNTRIES OR COUNTRIES NOT BELONGING TO THE EUROPEAN ECONOMIC AREA, THAT HOWEVER GRANT AN ADEQUATE LEVEL OF PROTECTION OF THE PERSONAL DATA. IN ANY CASE, THE DATA PROCESSING WILL TAKE PLACE IN ACCORDANCE WITH THE PROVISIONS OF THE CURRENT RULES AND REGULATIONS.
PRICES AND CURRENCY
THE PRODUCT PRICE SHALL CORRESPOND TO THE LIST PRICE APPEARING ON THE SITE. PRICES INCLUDE VAT BUT EXCLUDE SHIPPING. SHIPPING COSTS (AT THE STATED PRICE) WILL BE ADDED AUTOMATICALLY TO THE TOTAL AMOUNT DUE ONCE YOUR ITEMS APPEAR IN THE CART AND YOU HAVE SELECTED YOUR DESIRED SHIPPING METHOD. DELIVERY PRICES AND COSTS ARE SUBJECT TO CHANGE AT ANY TIME; HOWEVER, SUCH CHANGES SHALL NOT AFFECT THE ORDERS FOR WHICH WE HAVE ALREADY SENT A SHIPPING CONFIRMATION.
SHIPPING COSTS
PLEASE NOTE THAT IN CASE THAT, FOR ANY REASON, CUSTOMER REFUSES THE DELIVERY OF THE PARCEL, SHIPPING COSTS AND IMPORT DUTY FEES RELATED TO THE AUTOMATIC RETURN OF THE PARCEL TO THE SENDER WILL BE CHARGED TO THE CUSTOMER. THIS AMOUNT WILL BE DEDUCTED FROM THE TOTAL AMOUNT OF THE ORDER TO BE REFUNDED.
WWW.SUAVEVERA.COM OFFERS DDP (DELIVERY DUTIES PAID) SHIPPING TO A FEW SELECTED COUNTRIES. SHIPMENTS TO DDU (DELIVERY DUTIES UNPAID) COUNTRIES MAY BE SUBJECT TO CUSTOM FEES, IMPORT FEES AND TAXES, THESE ARE THE SOLE RESPONSIBILITY OF THE CLIENT AND WILL NOT BE REIMBURSED BY SUAVE VERA.
SHIPMENT TRACKING:
WHEN THE ORDER WILL BE TENDERED TO THE COURIER, CUSTOMERS RECEIVE AN EMAIL FROM THE COURIER PROVIDING THE TRACKING NUMBER (AWB) RELATED TO THE ORDER.
DELIVERY TIME
WWW.SUAVEVERA.COM PROCESSES ORDERS FROM MONDAY TO FRIDAY.
WWW.SUAVEVERA.COM PROCESSES ORDERS WITHIN 48 HOURS OF THE ORDER’S PLACEMENT, OR THE NEXT AVAILABLE WORKING DAY. ORDERS PLACED FROM FRIDAY TO SUNDAY, OR HOLIDAY WILL BE PROCESSED THE FOLLOWING BUSINESS DAY. WWW.SUAVEVERA.COM CANNOT BE ACCOUNTABLE FOR CARRIER DELAYS OR DELAYS CAUSED BY HOLIDAYS, METEOROLOGICAL CONDITIONS, CUSTOMS INSPECTIONS AND OTHER CIRCUMSTANCES THAT ARE IRRELEVANT TO SUAVEVERA.COM’S CONTROL.
ONCE SHIPPED, ARRIVAL TIME OF PACKAGES MAY VARY FROM COUNTRY TO COUNTRY.
DELIVERY FOR SHIPMENTS TAKES APPROXIMATELY 10-15 WORKING DAYS
NORTH AND SOUTH AMERICA : APPROXIMATELY 10-15 WORKING DAYS
EUROPEAN UNION: APPROXIMATELY 8-15 WORKING DAYS.
REST OF THE WORLD: APPROXIMATELY 30-45 WORKING DAYS.
STANDARD SHIPPING TIME BY COUNTRY-
US EXPRESS: AVERAGE DELIVERY TIME IS 5-10 DAYS.
AU EXPRESS: AVERAGE DELIVERY TIME IS 7-10 DAYS.
CA EXPRESS: AVERAGE DELIVERY TIME IS 10-15 DAYS.
UK EXPRESS: AVERAGE DELIVERY TIME IS 3-8 DAYS.
GERMANY EXPRESS: AVERAGE DELIVERY TIME IS 6-12 DAYS.
NEW ZEALAND EXPRESS: AVERAGE DELIVERY TIME IS 6-12 DAYS.
NETHERLAND EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
FRANCE EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
SWEDEN EXPRESS: AVERAGE DELIVERY TIME IS 10-18 DAYS.
INDIA EXPRESS: AVERAGE DELIVERY TIME IS 10-20 DAYS.
AUSTRIA EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
BRAZIL EXPRESS: AVERAGE DELIVERY TIME IS 10-20 DAYS.
SWITZERLAND EXPRESS: AVERAGE DELIVERY TIME IS 5-10 DAYS.
CHILE EXPRESS: AVERAGE DELIVERY TIME IS 8-12 DAYS.
CZECH REPUBLIC EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
DENMARK EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
SPAIN EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
HONG KONG EXPRESS: AVERAGE DELIVERY TIME IS 4-8 DAYS.
ITALY EXPRESS: AVERAGE DELIVERY TIME IS 5-10 DAYS.
SOUTH KOREA EXPRESS: AVERAGE DELIVERY TIME IS 6-12 DAYS.
MEXICO EXPRESS: AVERAGE DELIVERY TIME IS 10-15 DAYS.
MALAYSIA EXPRESS: AVERAGE DELIVERY TIME IS 5-10 DAYS.
NORWAY EXPRESS: AVERAGE DELIVERY TIME IS 8-18 DAYS.
SINGAPORE EXPRESS: AVERAGE DELIVERY TIME IS 8-15 DAYS.
THAILAND EXPRESS: AVERAGE DELIVERY TIME IS 5-10 DAYS.
CHINA EXPRESS: AVERAGE DELIVERY TIME IS 5-7 DAYS.
REST OF WORLD: AVERAGE DELIVERY TIME 20-25 DAYS
ORDERS
ONCE YOUR ORDER HAS BEEN PLACED, YOU WILL RECEIVE AN EMAIL ACKNOWLEDGING THE DETAILS OF YOUR ORDER. THIS EMAIL IS NOT AN ACCEPTANCE OF YOUR ORDER, JUST A CONFIRMATION THAT WE HAVE RECEIVED IT. UNLESS YOU CANCEL YOUR ORDER, ACCEPTANCE OF YOUR ORDER AND COMPLETION OF THE CONTRACT BETWEEN YOU AND WWW.SUAVEVERA.COM WILL BE COMPLETED WHEN WE EMAIL YOU THAT THE GOODS HAVE BEEN DISPATCHED. NEITHER OUR THIRD PARTY PAYMENT PROCESSOR NOR OUR NOMINATED COURIER HAS THE AUTHORITY TO ACCEPT AN ORDER ON BEHALF OF WWW.SUAVEVERA.COM. WE RESERVE THE RIGHT NOT TO ACCEPT YOUR ORDER IN THE EVENT, FOR EXAMPLE, THAT WE ARE UNABLE TO OBTAIN AUTHORIZATION FOR PAYMENT, THAT SHIPPING RESTRICTIONS APPLY TO A PARTICULAR ITEM, THAT THE ITEM ORDERED IS OUT OF STOCK OR DOES NOT SATISFY OUR QUALITY CONTROL STANDARDS AND IS WITHDRAWN, OR THAT YOU DO NOT MEET THE ELIGIBILITY CRITERIA SET OUT WITHIN THE POLICY. WWW.SUAVEVERA.COM RESERVES THE RIGHT TO DECLINE TO PROCESS AN ORDER AND/OR OFFER SERVICES TO ANYONE AT ANY TIME. WWW.SUAVEVERA.COM RESERVES THE RIGHT TO DECLINE AN ORDER IN THE EVENT THAT THE ORDER DOES NOT RECEIVE EXPRESS VERIFICATION OR APPROVAL FROM THE CLIENT’S BANK. WWW.SUAVEVERA.COM RESERVES THE RIGHT TO DELAY A SHIPMENT IF THE ORDER IS NOT ABLE TO BE SHIPPED FOR REASONS BEYOND OUR CONTROL. PLEASE NOTE THAT DURING PROMOTIONS AND SALES THERE MAY BE DELAYS IN IMMEDIATE SHIPPING. ORDERS PLACED SEPARATELY WILL BE SHIPPED SEPARATELY. WE MAY ALSO REFUSE TO PROCESS AND THEREFORE ACCEPT A TRANSACTION FOR ANY REASON OR REFUSE SERVICE TO ANYONE AT ANY TIME AT OUR SOLE DISCRETION. WE WILL NOT BE LIABLE TO YOU OR ANY THIRD PARTY BY REASON OF OUR WITHDRAWING ANY MERCHANDISE FROM WWW.SUAVEVERA.COM WHETHER OR NOT THAT MERCHANDISE HAS BEEN SOLD, REMOVING, SCREENING OR EDITING ANY MATERIALS OR CONTENT ON WWW.SUAVEVERA.COM, REFUSING TO PROCESS A TRANSACTION OR UNWINDING OR SUSPENDING ANY TRANSACTION AFTER PROCESSING HAS BEGUN.
WHILST EVERY EFFORT IS MADE TO MAKE SURE DETAILS ON OUR WEBSITE ARE ACCURATE, WE MAY FROM TIME TO TIME DISCOVER AN ERROR IN THE PRICING OF PRODUCTS. IF WE DISCOVER AN ERROR IN THE PRICING OF A PRODUCT IN YOUR ORDER, WE WILL LET YOU KNOW AS SOON AS POSSIBLE. WE SHALL BE UNDER NO OBLIGATION TO ACCEPT OR FULFIL AN ORDER FOR A PRODUCT THAT WAS ADVERTISED AT AN INCORRECT PRICE AND RESERVE THE RIGHT TO CANCEL SUCH AN ORDER THAT HAS BEEN ACCEPTED OR IS IN TRANSIT. IF YOU ORDER A PRODUCT THAT IS PRICED INCORRECTLY FOR ANY REASON, WE WILL EMAIL OR TELEPHONE YOU TO INFORM YOU THAT WE HAVE NOT ACCEPTED YOUR ORDER AND/OR THAT THE RELEVANT PART OF YOUR ORDER HAS BEEN CANCELLED. IF YOU HAVE ALREADY PAID FOR THE GOODS, WE SHALL REFUND THE FULL AMOUNT AS SOON AS WE ARE ABLE. IN THE EVENT THAT PRODUCTS ARE RECALLED IN TRANSIT, WE WILL PROCESS YOUR REFUND ONCE THE PRODUCTS HAVE BEEN RETURNED TO US.
AVAILABLE ITEMS
ORDERS MADE OF AVAILABLE ITEMS, UPON CONFIRMATION OF THEIR AVAILABILITY AND CHECK OF THE BANK TRANSACTION, WILL BE PROCESSED THE NEXT WORKING DAY OF THE ORDER’S PLACEMENT. THE AMOUNT OF THE TRANSACTIONS MADE BY CREDIT CARDS WILL BE SETTLED ONLY WHEN PROCESSING THE ORDER.
PLEASE NOTE THAT DURING SEASONAL SALES AND PROMOTIONAL SALES, DELAY MAY OCCUR IN THE ORDER’S PROCESSING.
PRE-ORDER ITEMS
A PRE-ORDER IS THE RESERVATION OF AN ITEM THAT IS NOT YET AVAILABLE FOR SALE, BUT WILL BE SOON. PRE-ORDER ITEMS ARE SHIPPED UPON THE ARRIVAL OF THE PRODUCTS IN THE WAREHOUSE WITHIN THE TIME THAT IS STATED ON THE ITEM’S PURCHASE PAGE. IN CASE THE MERCHANDISE IN PRE-ORDER FAILS IN DELIVERY, WWW.SUAVEVERA.COM WILL PROMPTLY INFORM AND REFUND CUSTOMERS. WWW.SUAVEVERA.COM WILL NOT BE HELD RESPONSIBLE FOR A DELAY IN SHIPMENT CAUSED BY CIRCUMSTANCES BEYOND THE CONTROL OF SUAVE VERA THAT CAUSE PRE-ORDERED PRODUCTS TO ARRIVE AT THE WAREHOUSE LATER THAN THE TIME SPECIFIED ON THE PRODUCT’S PURCHASE PAGE. IN PRE-ORDER PURCHASES CREDIT CARDS ARE DEBITED AT THE MOMENT THE ORDER IS PLACED.
REGARDING ORDER WITH AVAILABLE ITEMS AND PRE-ORDERABLE ITEMS, SHIPMENT WILL HAPPEN IN 2 DIFFERENT PHASES:
AVAILABLE MERCHANDISE WILL BE SHIPPED WITH STANDARD SHIPPING METHODS
PRE-ORDERABLE ITEMS WILL BE SHIPPED RIGHT AFTER ITEMS ARE AVAILABLE IN STOCK.
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