Shipping policy
Shipping Destinations
SIMUVELLE ships to supported destinations in Europe, North America, Japan, South Korea, Southeast Asia and other regions.
Shipping availability for your delivery address is shown at checkout. If your destination is not available, please contact support@simuvelle.com before placing an order.
Order Processing
Orders are dispatched within 5 calendar days after payment confirmation.
Calendar days include weekends and public holidays. If an issue prevents us from dispatching your order within this period, we will contact you with an update and available options.
Estimated Delivery Time
Delivery is estimated to take 8–15 calendar days after dispatch.
This transit estimate is separate from the processing period. Please allow up to 5 calendar days for dispatch, followed by approximately 8–15 calendar days for delivery.
Delivery times are estimates, not guaranteed arrival dates. Customs inspections, carrier disruptions, public holidays and local delivery conditions may cause delays.
These estimates do not limit your rights concerning delayed or undelivered orders.
Shipping Charges
Applicable shipping charges are displayed at checkout before you complete your purchase.
Please review your delivery address, selected shipping option and total order amount before paying.
Customs, Duties and Taxes
International orders may be subject to customs clearance, import duties, taxes or carrier clearance fees.
Any taxes or duties collected by us will be shown at checkout. Unless expressly stated as included, additional import charges may be payable by the recipient to the relevant authorities or carrier.
These charges vary by destination and are not included in ordinary shipping charges unless specifically stated. Please contact your local customs authority if you need information about potential import costs before ordering.
Nothing in this section overrides applicable consumer law or information provided at checkout.
Tracking Your Order
When tracking is available, we will provide the tracking details after dispatch.
Tracking information may not appear immediately and can take time to update as the carrier processes your parcel.
If you need assistance with tracking, email support@simuvelle.com with your order number.
Delivery Address and Changes
Please provide a complete and accurate delivery address, including the recipient’s name, street address, apartment or unit number where applicable, postal code and any contact details required by the carrier.
If you notice an error, contact us as soon as possible. We will try to make corrections before dispatch, but changes may not be possible once the parcel is in transit.
If an address error results in a returned parcel, we will contact you to discuss the available options and any reasonable additional shipping costs before arranging another shipment.
Delayed or Missing Parcels
If your order has not arrived within the estimated delivery period, contact support@simuvelle.com with your order number.
If tracking shows “delivered” but you have not received the parcel, check with household members, your building reception and any designated delivery location, then contact us promptly.
We will investigate with the carrier and provide an appropriate resolution. A tracking status alone does not remove your rights if the goods were not delivered to you as required by applicable law.
Damaged Parcels or Incorrect Items
If your parcel arrives damaged or contains an incorrect item, contact support@simuvelle.com with your order number and a description of the issue.
Where practical, retain the packaging and provide photographs to help us investigate. This request does not restrict your statutory rights.
Undeliverable or Returned Parcels
If a parcel is returned because delivery could not be completed, we will contact you to discuss redelivery or any applicable refund.
Any proposed additional charges will be explained before you agree to redelivery. Refunds and deductions, where applicable, will be handled in accordance with our Returns, Exchanges & Refunds Policy and mandatory consumer law.
Contact
For shipping and delivery enquiries:
SIMUVELLE is operated by Huangshi Shi Fangkuai Dianzi Shangwu Youxian Gongsi.