Shipping policy
SHIPPING POLICY
Last updated: 11th June 2026
1. Order Processing
Once your order has been placed on our website, a confirmation email will be sent to your email address once it has been processed. If you do not receive a confirmation email within 24 hours, please check your spam or junk folder, or contact our customer support team.
All orders are processed within 48hours. Orders are not processed or shipped on weekends or public holidays. During peak periods, processing times may be slightly longer.
2. Shipping Times & Rates
| Destination | Estimated Delivery Time | Shipping Cost |
|---|---|---|
| France | [6–9 business days] | FREE |
| Europe | [7–10 business days] | FREE |
| Australia | [7–12 business days] | FREE |
| Rest of the World | [7–12 business days] | FREE |
Delivery times are estimates only and may vary depending on the carrier, destination country, and customs clearance.
3. Order Tracking
Once your order has been shipped, you will receive an email containing a tracking number. If you have not received this email, please check your spam or junk folder. If it is not there, please contact our customer support team with your order number.
4. Cancellations & Modifications
Unfortunately, we are unable to cancel an order once it has been confirmed in our system and payment has been received.
In general, manual modifications cannot be made. However, if your order has not yet been shipped, this may be possible. Please contact our customer support team as soon as possible with your order number and the details of your modification request. We process orders quickly and cannot always accommodate changes.
In accordance with French and European consumer law (Directive 2011/83/EU), customers residing in the European Union benefit from a 14-day right of withdrawal from the date of receipt of their order, allowing them to cancel their purchase without providing any reason, subject to the conditions outlined in our Terms & Conditions of Sale.
5. Customs Duties & Taxes
For orders shipped within the European Union: All prices displayed on our website are inclusive of applicable VAT. No additional customs duties apply for orders shipped within the EU.
For orders shipped outside the European Union: As the recipient, you are solely responsible for all import duties, customs fees, and local sales taxes imposed by the country to which your order is being shipped. Payment of these charges may be required to release your order from customs upon arrival.
The Sunwood cannot be held responsible for any charges or taxes you may incur, nor in the event that your product is seized by customs authorities. We strongly recommend that you familiarise yourself with the import duties, customs fees, local taxes, and regulations applicable to foreign goods in your destination country before placing your order.
Undelivered & returned parcels: If a delivery attempt has been made and the parcel has not been collected and is subsequently returned to us, you will be required to pay the re-delivery costs as well as any customs duties applicable for the re-importation of your items. If you do not wish to proceed with re-delivery, the product will be abandoned and no refund will be issued.
6. Delivery Issues
If your order arrives damaged, incomplete, or if you have not received your parcel within the estimated delivery timeframe, please contact our customer support team within 14 days of the expected delivery date, providing your order number and any relevant photos if applicable.
In accordance with French consumer law, The Sunwood is responsible for the proper delivery of your order. In the event of a lost parcel confirmed by the carrier, a replacement or full refund will be offered.
7. Delivery Address
Please ensure that your delivery address is complete and accurate at the time of placing your order. The Sunwood cannot be held responsible for any delays or non-delivery resulting from an incorrect or incomplete address provided by the customer.
8. Right of Withdrawal — EU Customers
In accordance with European Directive 2011/83/EU on consumer rights, customers residing in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing any reason. To exercise this right, please contact us at support@thesunwood.com within this period. Return shipping costs are at the customer's expense unless the item is faulty or incorrectly sent.
9. Contact
For any questions regarding your order or shipment, please contact our customer support team: Email: support@thesunwood.com Response time: within 4 business days.