Shipping policy
SHIPPING AND DELIVERY POLICY
Last updated: March 22, 2026
At Sonlux, we work to ensure your order arrives as quickly as possible and in the best condition. By making a purchase in our store, you agree to this Shipping and Delivery Policy.
- Shipping scope
We ship domestically and internationally to the destinations available during checkout.
Shipping availability may vary depending on the country, logistics restrictions, local regulations, or carrier limitations.
We reserve the right to limit or cancel shipments to certain regions or countries for logistical, regulatory, or security reasons.
- Order processing time
Orders are typically processed within an estimated 2 to 5 business days from payment confirmation.
For personalized products, promotional campaigns, periods of high demand, or exceptional circumstances, processing time may be longer.
Shipping and processing do not take place on weekends or public holidays, unless expressly stated otherwise.
- Estimated delivery times
The delivery times shown in the store or provided to the customer are approximate estimates and do not constitute an absolute guarantee of delivery on a specific date.
Unless expressly stated otherwise, the total estimated delivery time may consist of:
an order processing period, as indicated in section 2; and an additional transit or shipping period, which may vary depending on the destination country, shipping method, and applicable logistics circumstances.
The transit times indicated for certain countries in this policy or in the store are for guidance only, refer to the estimated transport time once the order has shipped, and do not include the prior processing time.
Delivery times may be affected by factors beyond Sonlux's control, including:
order volume, product availability, the carrier, customs controls, local holidays, logistics issues, weather conditions, or force majeure events.
Sonlux will not be liable for reasonable delays caused by third parties or circumstances beyond its control.
3.1 Estimated transit times by country (in addition to processing time)
Without prejudice to the above, and unless expressly stated otherwise during checkout, certain destinations may have the following estimated transit or shipping times, which are in addition to the order processing time indicated in section 2.
This means the total estimated delivery time may consist of:
a processing period of between 2 and 5 business days, and an additional transit/shipping period depending on the destination country.
For informational purposes only, some estimated transit times are as follows:
Spain (ES): 7 to 12 business days Portugal (PT): 6 to 10 business days Germany (DE): 5 to 13 business days United States (US): 8 to 15 business days Mexico (MX): 8 to 12 business days Singapore (SG): 5 to 6 business days Chile (CL): 19 to 21 business days Colombia (CO): 15 to 32 business days Australia (AU): 5 to 15 business days Ireland (IE): 6 to 10 business days Peru (PE): 15 to 23 business days Costa Rica (CR): 10 to 45 business days
These times are estimates and provided for guidance only, refer to transport time once the order has shipped, and do not include preparation or prior processing time.
Actual delivery times may vary due to causes beyond Sonlux's control, including, among others, logistics issues, order volume, customs controls, local holidays, carrier restrictions, product availability, weather conditions, or force majeure events.
Sonlux reserves the right to update, modify, or extend these estimated times at any time based on logistics, operational, or carrier changes, without prejudice to the rights legally recognized to consumers.
- Shipping costs, fees, and taxes
Shipping costs, if applicable, will be shown during checkout before the order is finalized, except in the event of an obvious technical error.
Unless expressly stated otherwise:
product prices do not necessarily include customs duties, customs fees, import taxes, or other charges applicable in the destination country; such costs may be charged by local authorities or carriers; and will be the customer's responsibility.
For international orders, we recommend reviewing your country's import regulations before making a purchase.
- Order confirmation and tracking
Once the order has shipped, the customer may receive a confirmation email with tracking information, provided the shipping method or carrier allows it.
Activation of the tracking number may take some time to reflect actual movement, depending on the logistics operator.
If you do not receive the tracking email, we recommend checking your spam folder or contacting us at:
contact.sonlux@gmail.com
- Shipping address
It is the customer's responsibility to provide a shipping address that is:
correct, complete, up to date, and sufficiently precise to allow delivery.
Sonlux will not be liable for delays, issues, failed deliveries, or additional costs resulting from:
incorrect or incomplete addresses, errors in the postal code, missing required information, or failure to respond to the carrier.
If you notice an error in your address after placing your order, you should contact us as soon as possible at:
contact.sonlux@gmail.com
We cannot guarantee changes once processing or shipping has begun.
- Failed deliveries and undelivered packages
If an order cannot be delivered due to causes attributable to the customer, including:
an incorrect or incomplete address, repeated absence of the recipient, failure to collect from a pickup point, unjustified refusal of the package, or lack of cooperation with the carrier,
Sonlux may offer, depending on the case:
a reshipment, with the customer covering the additional costs; a partial refund, deducting the logistics costs already incurred; or cancellation of the order when delivery cannot be completed.
- Damaged, incorrect, or problematic orders
We recommend checking your order as soon as it is received.
If the package arrives:
damaged, incomplete, incorrect, or with clear signs of an issue during transport,
you should contact us as soon as possible at:
contact.sonlux@gmail.com
For faster handling, we recommend doing so within 48 hours of delivery, attaching:
your order number, photos of the outer package, photos of the product, and a brief description of the issue.
This recommended timeframe does not limit your legal rights, but it helps us handle the issue more effectively with the carrier or fulfillment center.
- Loss, delays, and liability during transport
Although we work with external logistics providers, for purchases made by consumers we will act in accordance with applicable consumer protection law regarding delivery and any related issues.
However, Sonlux will not be liable for:
reasonable delays caused by the carrier, delays due to customs, border holds, regulatory restrictions, or issues resulting from incorrect information provided by the customer.
In the event of a justified loss or issue, we will review each situation individually and offer a reasonable solution in accordance with applicable law and the circumstances of the case.
- International shipments
For international orders:
delivery times may vary significantly by country; customs inspections or holds may occur; customs duties, fees, or local taxes may apply; and some countries may impose specific import restrictions or requirements.
It is the customer's responsibility to verify that the product can be legally imported into their country and to bear the associated costs, unless expressly stated otherwise.
Sonlux will not be liable for delays or issues resulting from customs regulations or local authorities in the destination country.
- Contact
If you have any questions about the status of your order, tracking, delivery, or logistics issues, you can write to us at:
Sonlux Email: contact.sonlux@gmail.com