Shipping policy

Shipping Policy

At Sofa Luz, we carefully prepare and ship each order to ensure it arrives safely and in excellent condition. Please review the following shipping terms before placing your order.

1. Processing & Delivery Times

• All orders are made to order and typically processed within 7–9 business days.
• Estimated delivery time is 4–6 business days after dispatch.
• Total estimated delivery timeframe is approximately 14–21 business days.
• Please note that these are estimated timelines and may vary depending on destination, customs clearance, and carrier operations.

2. Shipping & Tracking

• Shipping costs are calculated at checkout based on destination and package details.
• Once your order is dispatched, you will receive a tracking number via email.
• We recommend monitoring your shipment and being available for delivery coordination if needed.

3. Delivery Conditions

• Sofa Luz products are large-volume shipments, and delivery may require coordination with the carrier.
• Customers are responsible for providing a complete and accurate shipping address.
• We are not responsible for delays or delivery issues caused by incorrect address details or lack of availability at the delivery location.

4. Delays & Logistics

• Occasional delays may occur due to customs procedures, carrier operations, weather conditions, or peak periods.
• Such delays are outside our control and do not qualify for cancellation or refund.
• If your shipment appears delayed, our team will be happy to assist in tracking and communication with the carrier.

5. Lost Shipments

• If a shipment is officially confirmed as lost by the carrier after investigation, we will offer a replacement shipment or a refund.
• Please note that carrier investigations may take time, and refunds cannot be processed while an investigation is ongoing.

6. Damaged or Incorrect Items

• Please inspect your order upon delivery.
• Any issues such as damage, defects, or incorrect items must be reported within 48 hours with clear photos.
• Our team will review the case and provide an appropriate solution.

7. Shipping Fees

• Shipping fees are generally non-refundable once the order has been dispatched.
• In case of an approved return, applicable shipping and logistics costs may be deducted where necessary.

8. Customs & Duties

All international shipments are sent under a Delivered Duty Unpaid (DDU) model. This means that import taxes, VAT, and customs duties are not included at checkout and may be charged upon arrival in the destination country.

• These charges are determined by local customs authorities and must be paid by the customer before delivery can be completed.
  
• If the customer does not complete the required customs procedures or refuses to pay the applicable charges, the shipment may be returned to the sender. In such cases, return shipping and related costs may be deducted from any eligible refund.

9. Refused or Undelivered Shipments

• If a shipment is refused, unclaimed, or returned due to customer-related reasons, any refund may be adjusted to reflect shipping and handling costs.

10. Agreement

• By placing an order, you confirm that you have read and agreed to this Shipping Policy.

If you have any questions regarding shipping or delivery, please contact business@sofaluz.com before placing your order.