Shipping policy

Shipping Policy

Effective Date: 21/06/2024
Last Updated: 11/08/2025

Thank you for shopping with us at Awaken by Saraya. We are committed to providing fast, reliable, and transparent shipping. This policy explains how we process and deliver your orders, in compliance with EU consumer law and the Italian Codice del Consumo.

1. Do You Ship Worldwide?

Yes — we ship worldwide. Shipping quotes are calculated at checkout.
If no shipping option is available for your country, please contact us at connect@awakenbysvd.com, and we will do our best to find a solution.

2. Processing Time

We strive to process and ship all in-stock orders within 1–5 business days from order confirmation, unless stated otherwise. Orders are not processed on weekends or public holidays.

  • Pre-orders: Shipping for pre-order products will be carried out on the specific dates indicated at the time of purchase.

  • If your order contains both pre-order and in-stock items, they will be shipped together once all products are available.

  • If you want in-stock items shipped immediately, please place two separate orders.

During peak seasons or high-order volumes, processing times may be longer. In such cases, we will notify you via email.

3. Delivery Timeframes & Legal Delivery Commitment

Unless a different delivery date is agreed upon in writing, your order will be delivered within 30 calendar days from the date of order confirmation, as required by EU law.

Delivery timeframes provided at checkout are estimates and may vary depending on the shipping method chosen and the destination country.
Typical transit times:

  • Italy: 2–5 business days

  • EU countries: 3–7 business days

  • Non-EU countries: varies by location and customs clearance procedures

4. Shipping Methods

We ship domestically within Italy using Poste Italiane and internationally via UPS, DHL, BRT, or other trusted couriers.
All orders include tracking.

5. Shipping Rates

Shipping costs are calculated and displayed at checkout based on your location, the size/weight of your order, and the selected shipping method.

6. Customs, Duties, and Taxes

For orders shipped outside the European Union, local customs duties, import taxes, or handling fees may apply upon arrival in your country.
These charges are not included in our product prices or shipping costs and are the responsibility of the customer.

Please check with your local customs office before placing an order to understand potential charges.

7. Shipping Confirmation & Tracking

Once your order has been shipped, you will receive a confirmation email with tracking details.
Tracking information may take 24–48 hours to become active.

8. Responsibility for Orders

In accordance with EU consumer law, we are responsible for the goods until they are delivered to you.
Once your order is marked as delivered to the address provided at checkout, responsibility for the goods passes to you.

If you wish to arrange local pickup instead of shipping, please contact us before completing your order.

9. Damaged, Delayed, or Lost Packages

If your order arrives damaged, incomplete, or is lost in transit:

  • Please contact us within 48 hours of delivery (or expected delivery for lost parcels) at connect@awakenbysvd.com with your order number and photos of the packaging/product.

  • We will work with the courier to resolve the issue and arrange a replacement or refund where appropriate.

We are not responsible for delays caused by customs clearance, postal strikes, or other events beyond our reasonable control.

10. Shipping Restrictions & Failed Deliveries

We ship worldwide, but some destinations may have import restrictions on certain goods. If your order cannot be shipped due to such restrictions, we will contact you to arrange an alternative or issue a refund.

If delivery fails because:

  • The customer was not available to receive the parcel, or

  • The parcel was not collected from the designated pickup point within the carrier’s holding period,

and the parcel is returned to us, the customer will be responsible for:

  1. The return shipping cost charged by the carrier, and

  2. The cost of re-shipping the order to the customer.

These costs must be paid before the parcel is resent.

11. Changes to This Policy

We may update this policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes indicates acceptance of the revised policy.

Contact:
📧 connect@awakenbysvd.com
📍 Via Pietro Valdo, 20132 Milan, Italy