Customer Service

Delivery Information

**

PLEASE NOTE: The UK is no longer part of the European Union. All orders dispatched outside of the UK to countries within the
EU are subject to import duty and and tax charges.  We now offer you the opportunity to pay customs fees at checkout.
However, should you opt out and your order is subject to charges, our partner carrier DHL will contact you prior to delivery to collect any payment due.

**

All our UK deliveries are shipped via Royal Mail up to 2KG and via DHL up to 15KG and above.
We aim to dispatch your goods within 3 working days, excluding weekends, of receipt of your order, although it is usually sooner than this. 
Orders placed on the weekends or public holidays will be processed on the next working day. 

Our UK Next Day Delivery service is available at a cost of £9.95 for any order. We also offer a Saturday Delivery service at a cost of £13.95.
We cannot offer an expedited service outside of the United Kingdom.

 - UK Next Day Delivery - qualifying orders placed before 12 noon on a Friday will be delivered on Monday.
 - UK Next Day Delivery - qualifying orders placed on Saturday or Sunday will be delivered on Tuesday.
 - Saturday Delivery - qualifying orders must be placed by 12 noon on a Friday.

Standard Royal Mail Deliveries are Monday - Friday only. Should you require a Saturday delivery, please contact [email protected]

We can deliver your order to any address. Please ensure you correctly complete your desired delivery address during the checkout process. 

To ensure that your order reaches you safely, all packages are tracked and require a signature at the point of delivery. If you are unable to accept the delivery, the courier will leave instructions on how to retrieve your parcel. Should you have any problems with your delivery, please contact our Customer Care team at [email protected].

Delivery Charges

18/03/21 UPDATE: Please note that due to the exit of the United Kingdom from the European Union, our shipping prices have been updated to reflect additional courier costs.

Destination	Courier	Processing & Despatch Time	Delivery Time	Cost
United Kingdom (England, Wales, Scotland)	Royal Mail Next Working Day DHL Express	1 working day	1 working day	£9.95
United Kingdom (England, Wales, Scotland)	Royal Mail Tracked 48 DHL Express	within 3 working days of receipt of your order	2 - 3 working days	Free delivery over £120 from £4.95 under £120 spend
Northern Ireland Scottish Highlands	DHL Express		2 - 3 working days	Free delivery over £120 from £9.95 under £120 spend
Hebrides Orkney Islands Isle of Man Channel Islands			2 - 3 working days	Free delivery over £120 from £15.95 under £120 spend
Zone 1: EU 1	DHL Express Europe		up to 5 working days	Delivery from £24.95
Zone 2: EU 2			up to 5 working days
Zone 3: Americas	DHL Express Worldwide		up to 5 working days	Delivery from £24.95 under £580 ($800) spend from £49.95 over £580 ($800) spend
Zone 4			up to 7 working days	Delivery from £39.95
Zone 5
Zone 6
Zone 7

Countries not listed below, shipping cost will be determined at checkout.
Zone 1: Austria, Belguim, Czech Republic, France, Germany, Hungary, Ireland, Italy, Luxembourg, Monaco, Netherlands, Spain.
Zone 2: Balearic Islands (Spain), Bulgaria, Croatia, Denmark, Greece, Norway, San Marino (Italy), Poland, Portugal, Sweden, Switzerland.
Zone 3: Canada, Mexico, United States of America.
Zone 4: Canary Islands (Spain), Cyprus, Gibraltar, Latvia, Lithuania, Turkey, Ukraine.
Zone 5: Australia, Bahrain, Bangledesh, Bhutan, Brunei, China, Egypt, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kuwait, Macau, Malaysia, Malta, New Zealand, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, UAE, Vietnam.
Zone 6: Antiga & Barbuda, Bahamas, Barbados, Bermuda, Brazil, British Virgin Islands, Cayman Islands, Chile, Costa Rica, Curacao, Dominica, Dominican Republic, Ecuador, Guatemala, Guyana, Jamaica, Netherlands-Antilles, St Vincent & Grenadines, South Africa, St Lucia, Turks & Caicos.
Zone 7: Cape Verde, Fiji, Grenada, Ivory Coast, Madagascar, Maldives, Mali, Marshall Islands, Mauritius, Morocco, Seychelles.

Tracking Your Order

Once your order has been dispatched, you will receive a dispatch confirmation email. You are able to track your delivery by using the tracking number supplied on this confirmation email. This will either be a Royal Mail or DHL tracking number.

With your tracking code, you can use the tracking tools available at Royal Mail Trace & Trace, DHL Tracking.
UK customers, click HERE for Royal Mail.
International customers, click HERE for DHL tracking.

If we cannot fulfil your order within 5 working days of receiving your payment, we will notify you of this situation and you will be entitled to a refund if you do not wish to wait any longer for the goods.

 

Taxes and Duties

Children's products listed for sale on the website do not include tax. Children's goods within the UK are zero VAT rated.
Our prices are not inflated to accomadate international shoppers, therefore orders for delivery outside of the UK are subject to customs and duties. 

We offer you the opportunity to pay any taxes and import duties at checkout along with your order. You may opt out of this and choose to be contacted by our courier where they will collect payment for Tax and Import Duty prior to delivery.

We are not liable for any duties and taxes incurred due to the delivery of your order. Sunuva asks international customers to note that we cannot be held responsible for delays in transit caused by customs and import procedures. 
Please check with your local customs and duties office for more information on these charges. All paid international customs duties, shipping costs and taxes are non-refundable.

Below are example VAT and Import Duty rates for Europe. These rates are an indication and are subject to additional admin fees per country.

		VAT:	Import Duty:
Europe	Germany	19%	12%
	Belgium	21%	12%
	France	20%	12%
	Ireland	23%	12%
	Spain	21%	12%

Further Information

During promotional periods when demand can be exceptionally high, we are not able to offer our usual next day delivery service. We thank you for your patience.

All our International standard deliveries are shipped via DHL. For International orders, delivery times will vary accordingly by destination and delivery service selected. Please see the table above for delivery times provided by our delivery partners. Please note the times provided are an indication of transit time, once your order has been dispatched.