HOW CAN WE HELP?

ORDERS

You have sent me the wrong item

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:


  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it’s place
  • A clear photograph of the item you have received.


Once we received the above information, our Customer Support Team will work hard to resolve this issue as soon as possible!


Check our return page on how to return the incorrect item back to us.

I want to change my order

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:


- Changing the item or size

- Delivery/billing address

- Adding items to your order

- Shipping method


Should you make a mistake in your order information, we advise you to contact us immediately at support@sedeluxliving.com so we can see how we can help you.


*If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to replace/refund this order.

SHIPPING

Shipping Info

Sedelux makes you enjoy free express shipping on all orders when in stock. See below for the shipping times to your destination. If products are not available at our warehouse for express shipping, all our products can be directly ordered on backorder from our factory. 


SHIPPING TIMES


  • West-Europe: 7 - 15 business days
  • Rest of Europe: 7 - 21 business days
  • Other countries: 8 - 26 business days
  • Free Shipping 
  • Simple and fast service.
  • Returns within 14 days after purchase.


COVID-19 UPDATE: 


Please note that due to the current COVID-19 (known as Corona virus) pandemic we are experiencing delays in delivery times. What does this mean for your? Your order will ship out ASAP, usually within 48 hours. Once the package has been handed over to the courier service we are depending on their services as well - the courier service will do its absolute best to deliver the item to you in the agreed time period. However, because of necessary measurements for cover-19 on the work floor and the sudden increase of packages they cannot 100% assure to deliver it within the estimated delivery time frame. Because of this, estimated delivery may be over 10 business days extra. 

Thank you for understanding!


ORDER PROCESSING


If your item is in stock, please allow 1-3 business days to process your order once the payment is received and cleared. Please note during high volume sale periods or new range releases there may be minor delays - we highly appreciate your patience during this time! Once shipped, you will be emailed with tracking information to follow your order to its destination. Please note that there is no dispatch on weekends and public holidays.


TAXES & DUTIES


While import duties or taxes happen on very rare occasions, we cannot control this and cannot estimate additional fees. This happens by your local customs and we have no control over these charges. This means that customers are responsible for all applicable import duties and fees. All orders are shipped DDU, which means “duties and taxes unpaid” from our warehouse in Asia. In this case, we do not collect the VAT, duties and/or taxes and cannot predict what your estimated charge may be. In order to collect your package, additional charges must be paid to clear customs. As we ship to over 40 countries, some may require additional fees paid COD (Collect On Delivery). In this case, the fees are paid to the local carrier. Sedelux does not collect fees and has no control over what local governments charge for taxes. Of course we will try our best to avoid any additional costs for our customers.


OWNERSHIP AND RISK


To ensure fast dispatch times, we are unable to make changes or cancel your order once your order has been placed. If you have an error in your delivery address, please contact us within 2 hours via email at support@sedeluxliving.com, otherwise we may not be able to adjust this for you. Any delivery date or time specified by us is a best estimate only and Sedelux will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. Once shipped, Sedelux does not take responsibility of loss or damaged items during transit.

How do I track my order?

You can track your order using your order number or tracking number on our tracking page. 

RETURNS & REFUNDS

Refund Policy

Customers satisfaction Is our biggest goal. So whenever there is an issue, we will be completely dedicated to resolve the issue, so just don’t worry.  It is possible to  return your item(s) within 14 days of receiving them. They must be returned in original conditions, unused and undamaged. We reserve the right to decline any returns which do not match our return policy. 

 

If you gave purchased anything on Sedelux, but didn’t:


Receive the right products or sizing, or


Receive your products within the guaranteed delivery time (35 days), you get a full refund from us. 


However we can’t give you full refund under the following circumstances:


  1. Your Sedelux order didn’t arrive due to factors within your control (for example providing the wrong shipping address), or
  2. Your Sedelux order didn’t arrive due to one or other circumstances outside the control of Sedelux. (For example: not cleared by customs, a tornado or other natural disasters, pandemics), or
  3. Your order has been placed at a discount or within a sale. In this case you can still swap your order amount for other products of Sedelux. 


If you want to return your order for a refund or replacement, please contact us at

Support@sedeluxliving.com


Please note your order number and/or email address and which sunglasses you’d like to return. Our support team will help you with this process and will make sure get your refund as soon as possible!

How do I return my order?

Returns/Refunds or exchange items are accepted up to 14 calendar days after receiving your order.  A return must always be shipped with Track & Trace. The sender is always responsible for the shipment and the shipment cost.


If you want to return your order for a refund or replacement, here is what you should do:


- notify us at support@sedeluxliving.com

- Print your order confirmation and put this in the package

- Ship with your local carrier to:


  Carolina McGillavrylaan 1068

  1098XC, Amsterdam


Please note your order number and/or email address and which sunglasses you’d like to return. Our support team will help you with this process and will make sure get your refund as soon as possible! (Mostly 3-7 business days depending on your bank)