Shipping policy
SHIPPING POLICY
Last updated: September 13, 2026
Thank you for shopping with SOVY.
This Shipping Policy explains how orders placed through our website are processed, shipped and delivered.
By placing an order with SOVY, you acknowledge that you have reviewed the shipping information made available before completing your purchase.
Nothing in this Shipping Policy limits any mandatory consumer rights available to you under applicable law.
1. ORDER PROCESSING
Orders are generally processed within 1–3 business days after payment has been successfully confirmed.
Business days are Monday through Friday, excluding public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of unusually high demand, promotional campaigns, product launches or public holidays, processing may take slightly longer.
Once an order has entered the fulfillment process, we may not always be able to modify or cancel it.
If you need to correct your shipping address or request a change, contact us as soon as possible at:
We cannot guarantee that changes can be made after fulfillment has started.
2. ESTIMATED DELIVERY TIMES
After your order has been processed and dispatched, estimated delivery times are generally:
| Destination | Estimated Delivery |
|---|---|
| Spain | 6–12 business days |
| European Union | 6–14 business days |
| United Kingdom | 6–14 business days |
| United States & Canada | 7–15 business days |
| Australia & New Zealand | 7–16 business days |
| Other supported destinations | 8–20 business days |
These estimates apply after dispatch and do not include our normal 1–3 business day processing period.
Delivery times are estimates rather than guaranteed delivery dates unless we expressly state otherwise during checkout.
Actual delivery time may vary depending on your location, carrier operations, customs processing, local postal services, public holidays and other circumstances.
Where mandatory consumer law establishes a delivery deadline or gives you rights because delivery is delayed, those rights remain fully applicable.
For consumers in the European Union, unless a different delivery period has been specifically agreed, applicable consumer law generally requires delivery without undue delay and within the legally applicable period.
3. INTERNATIONAL FULFILLMENT
SOVY works with third-party fulfillment, logistics, manufacturing and shipping partners.
Depending on product availability and your delivery location, an order may be fulfilled from a facility located outside your country of residence.
This means that the shipping origin shown through tracking information may be different from SOVY's business address.
Regardless of where your order is fulfilled, your purchase is made from SOVY, and SOVY remains your point of contact for questions concerning your order.
For support, contact:
4. MULTIPLE PACKAGES
If your order contains multiple products, the products may occasionally be shipped separately.
This may occur because products are stored in different fulfillment facilities or because different products have different processing requirements.
You may therefore:
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receive more than one package;
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receive packages on different days; or
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receive more than one tracking number.
Receiving only part of an order does not necessarily mean that the remaining items are missing.
If you believe part of your order has not been shipped or delivered, please contact us.
5. SHIPPING COSTS
Available shipping methods and any applicable shipping charges will be displayed during checkout before you complete your purchase.
From time to time, SOVY may offer free shipping, discounted shipping or other promotional shipping offers.
Any applicable conditions will be displayed with the relevant promotion.
No optional shipping charge will be added without your authorization.
6. TRACKING INFORMATION
Where tracking is available, you will normally receive tracking information by email after your order has been dispatched.
Please allow a reasonable period after dispatch for tracking information to become active.
Carrier systems may occasionally take several days to display the first tracking update.
A lack of immediate tracking updates does not necessarily mean that the shipment is not moving through the carrier network.
If your tracking information has not updated for an unusually long period, contact us at:
and we will review the shipment.
7. SHIPPING DELAYS
Delivery estimates may occasionally be affected by events outside our reasonable control, including:
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customs processing;
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carrier disruption;
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unusually high shipping volumes;
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severe weather;
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natural disasters;
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strikes or industrial action;
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transportation interruptions;
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local postal delays;
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government measures;
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international events;
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public holidays; or
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other circumstances affecting transportation or fulfillment.
We will not be responsible for delays to the extent that they are genuinely caused by circumstances outside our reasonable control and applicable law permits such limitation.
However, this does not remove any mandatory rights you may have if your order is not delivered within the agreed or legally required period.
If a significant delay occurs, please contact us so that we can investigate the shipment.
8. CUSTOMS, IMPORT TAXES AND DUTIES
International orders may be subject to customs procedures depending on the shipping origin, destination, order value and applicable law.
Taxes, VAT, customs duties and other mandatory charges will be handled and disclosed in accordance with applicable law.
Where applicable charges are collected at checkout, they will be included or displayed before you complete your order.
In some destinations, local authorities or carriers may lawfully require additional import-related charges from the recipient.
Where we are required by law to disclose such foreseeable charges before purchase, we will do so.
Customs authorities may occasionally delay a shipment while completing import procedures.
SOVY cannot control the speed at which customs authorities process individual shipments.
Nothing in this section permits us to charge you undisclosed mandatory costs contrary to applicable consumer law.
9. INCORRECT OR INCOMPLETE SHIPPING ADDRESSES
Customers are responsible for providing complete and accurate delivery information during checkout.
Please carefully review:
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recipient name;
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street address;
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apartment or unit number;
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postal or ZIP code;
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city;
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region or state;
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country; and
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telephone number where required for delivery.
If you discover an error after placing your order, contact us immediately at:
We will make reasonable efforts to update the address if fulfillment has not yet progressed too far.
We cannot guarantee that an address can be changed after an order has been processed or dispatched.
If an order cannot be delivered because the customer provided a materially incorrect or incomplete address, reasonable additional shipping costs actually incurred for reshipment may be charged where permitted by law.
This does not apply where the delivery problem was caused by SOVY, our fulfillment partner or the carrier.
10. FAILED DELIVERY AND UNCLAIMED PACKAGES
Carriers may make one or more delivery attempts depending on the destination and delivery service.
The customer is responsible for reasonably cooperating with the carrier when delivery requires additional information, collection from a pickup point or another reasonable action.
If a shipment is returned because:
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the customer provided an incorrect address;
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delivery was repeatedly refused without exercising an applicable legal right;
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the package was not collected after reasonable notice from the carrier; or
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the customer failed to provide information reasonably required for delivery,
we may charge reasonable reshipping costs actually incurred where permitted by applicable law.
Mandatory consumer rights remain unaffected.
11. LOST PACKAGES
If tracking information indicates that a shipment has stopped moving for an unusually long period or the package has not arrived within a reasonable period after the estimated delivery window, contact us at:
Please include your:
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full name;
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order number; and
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shipping address.
We may investigate the shipment with the carrier, postal service and/or fulfillment provider.
If an order is confirmed as lost in transit, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund.
For consumers protected by European Union consumer law, the risk of loss generally remains with SOVY until you, or a third party designated by you other than the carrier, physically receives the goods, except in circumstances where the law provides otherwise.
12. ORDERS MARKED AS DELIVERED
If tracking indicates that your package has been delivered but you cannot locate it, please:
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check the delivery location and surrounding areas;
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check with other members of your household;
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check with neighbors, reception desks or building management where applicable; and
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review any delivery notification provided by the carrier.
If you still cannot locate the package, contact us promptly at:
We may ask the carrier to provide additional delivery information and may open an investigation.
A carrier's "delivered" tracking status may constitute evidence of delivery, but it does not automatically remove any rights you may have under mandatory consumer law where you genuinely did not receive the goods.
13. DAMAGED PACKAGES
If your product arrives damaged, defective or materially different from what you ordered, contact us as soon as reasonably possible at:
Please include:
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your order number;
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a description of the issue; and
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photographs or video showing the product and packaging where reasonably possible.
We may request reasonable evidence in order to investigate the matter with our fulfillment provider or carrier.
Requesting evidence does not limit statutory rights relating to defective or non-conforming products.
Please refer to our Refund Policy for additional information.
14. DELIVERY RESPONSIBILITY AND RISK OF LOSS
SOVY does not treat its responsibility for an order as automatically ending when the package is handed to a carrier.
Where applicable consumer law requires it, risk of loss or damage remains with SOVY until you, or a third party designated by you other than the carrier, obtains physical possession of the goods.
If you independently arrange transportation using a carrier that was not offered by SOVY, different rules concerning transfer of risk may apply where permitted by law.
15. DELIVERY RESTRICTIONS
We currently ship only to destinations made available during checkout.
If your country or region is not available as a shipping destination during checkout, we may currently be unable to deliver there.
Certain products may also be subject to destination-specific restrictions because of carrier requirements, import regulations or product regulations.
We reserve the right to cancel and refund an order where we discover that we are legally or practically unable to deliver the product to the selected destination.
16. ORDER CANCELLATIONS AND CHANGES
If you wish to cancel or modify an order, contact us as quickly as possible at:
Because orders may enter fulfillment shortly after they are placed, we cannot guarantee cancellation or modification once processing has started.
If an order has already been dispatched, applicable return, withdrawal and refund rights will be governed by our Refund Policy and applicable law.
Nothing in this section removes any mandatory cancellation or withdrawal rights available to consumers.
17. DELIVERY DEADLINES AND CONSUMER RIGHTS
Our estimated delivery windows are intended to provide a realistic indication of expected delivery.
If an order is not delivered within an agreed delivery period, customers may have statutory rights under applicable consumer law.
For eligible consumers in the European Union, if goods are not delivered within the agreed period, you may be entitled to request delivery within an additional reasonable period.
If delivery still does not occur within that additional period, or where applicable law permits immediate termination, you may have the right to terminate the contract and obtain reimbursement.
Nothing in this Shipping Policy limits those rights.
18. RETURNS
This Shipping Policy applies to delivery of your original order.
Returns, return shipping, refunds and exchanges are governed separately by our Refund Policy.
Please do not return a product to the address shown on the original shipping package unless we specifically instruct you to do so.
Products may be fulfilled from third-party facilities, and the shipping origin is not necessarily an authorized returns facility.
Always contact:
before returning a product.
19. CONTACT US
For questions relating to shipping, tracking or delivery, contact:
SOVY
Calle Esteban de Ágreda
26007 Logroño, La Rioja
Spain
Email: sovysleep@outlook.com