Delivery Policy
Last updated: 28/10/2026
This policy explains how orders placed through the SunooM online store are processed and shipped.
1. Delivery Destinations
SunooM offers delivery to countries covered by the shipping options actually available at checkout.
Delivery destinations: Spain, Baleares, Portugal, France, Germany, Monaco, Austria, Belgium, Italy, Luxembourg, Netherlands, San Marino, Vatican, Czech Republic, Denmark, Liechtenstein, Poland, Slovenia, Slovakia, Bulgaria, Estonia, Finland, Croatia, Hungary, Ireland, Switzerland, Lithuania, Latvia, Norway, Servia, Romania, Sweden, Albania, Bosnia and Herzegovina, Faroe Islands, Icelands, Montenegro, North Macedonia, Türkiye, Kosovo, Serbia.
Availability may vary depending on the product, supplier and destination.
Before completing an order, customers must be able to check the delivery options available for their address.
Delivery will not be advertised to a country where the service is not actually available.
2. Delivery Methods and Costs
Available delivery methods and their respective costs are displayed during checkout.
Costs may vary according to the destination, the characteristics of the order and the selected shipping method.
Any known additional charges will be communicated before the order is completed.
Where free delivery is available, the applicable conditions will be clearly stated, including any minimum purchase amounts and restrictions.
3. Processing and Delivery Times
Processing times and estimated delivery periods depend on the product, supplier and destination.
Applicable periods will be stated on the product page, at checkout or in the information provided to customers before purchase.
Usual processing time: 2-10 Business days.
Estimated delivery time within Portugal: 2-5 Business days.
Estimated delivery time to other destinations: 2-15 Business days.
Published delivery estimates must reflect actual processing and shipping times.
Unless a valid alternative agreement has been made, delivery must take place within the applicable statutory period. Where no other period has been agreed, the general statutory period is 30 days.
If delivery does not occur within the applicable period, consumers benefit from the rights provided by law, including, where required, the right to set an appropriate additional period and terminate the contract if delivery does not occur within that period.
Specific circumstances may allow termination without granting an additional period, as provided by law.
4. Order Processing
Orders are processed after payment confirmation, in accordance with the applicable procedures.
Where a product is shipped directly by a supplier, processing may depend on the product’s availability and preparation at the supplier’s premises.
If a situation arises that materially affects fulfilment of the order, SunooM will inform the customer of the relevant circumstances and take the legally appropriate measures.
5. Shipments from Different Suppliers
Some products may be shipped directly by their respective suppliers.
Where an order includes products shipped from different locations, they may arrive separately.
Whenever separate shipments are relevant to the customer, information about the different shipments and estimated delivery periods must be provided before purchase or communicated during order processing.
Using external suppliers does not remove SunooM’s legal responsibilities towards consumers.
6. Order Tracking
Where the selected shipping method provides a tracking number, SunooM will share this information with the customer as soon as it becomes available.
Tracking availability depends on the shipping service used.
If the customer does not receive shipping information or the tracking details show an issue, they may contact geral@sunoom.pt.
7. Delivery Address
Customers must provide a complete and accurate delivery address.
If the information provided is incomplete or incorrect, SunooM may contact the customer to clarify the details.
Additional costs arising from a failed delivery attempt will be handled according to the circumstances, the conditions communicated in advance and applicable law.
Additional costs will not be charged without an appropriate basis.
8. Delayed, Lost or Undelivered Orders
If an order is not delivered, is significantly delayed or is reported as lost, customers should contact SunooM.
SunooM will check the order status with the supplier or carrier and communicate the next steps.
SunooM does not generally exclude its legal responsibility for an undelivered order through a clause that attributes all risks to the carrier or supplier.
If an order cannot be delivered, the rights and procedures established by law will apply, including, where appropriate, termination of the contract and a refund.
9. Products Damaged During Transport
If a product arrives damaged, customers should contact SunooM at geral@sunoom.pt, describing the issue and identifying the order.
Photographs of the product and packaging may help assess the situation.
SunooM will review the request and explain the next steps, taking the consumer’s statutory rights into account.
Customers are encouraged to report the issue as soon as reasonably possible, but nothing in this policy is intended to reduce any applicable statutory deadlines or rights.
10. Consumer Rights and Shipping Risk
Responsibility for delivery and the transfer of the risk of loss or damage to goods are determined by applicable law.
SunooM does not automatically transfer the risk of loss or damage to the consumer before the goods have been delivered, except in the specific circumstances provided for by law.
11. Customs Duties and Import Charges
Where delivery is offered to destinations outside the European Union, customs formalities, taxes or other import charges may apply.
Conditions applicable to the destination must be communicated to the customer before purchase to the extent required by law.
The treatment of these charges depends on the shipping origin, destination, nature of the goods and applicable tax regime.
SunooM does not assume that all international shipments are subject to the same conditions.
12. Contact
For questions about delivery, tracking or orders that have not arrived:
Email: geral@sunoom.pt
Telephone: +351 937 967 053
Address: Rua D. Dinis, 790, Moita. 3140-451, Seixo de Gatões. Coimbra, Portugal.
This policy does not affect mandatory consumer rights under applicable law.