Shipping policy

SHIPPING POLICY

Last Updated: 24th January of 2026.

1. GENERAL INFORMATION All orders are prepared and shipped from our warehouse in France. By placing an order on the Survirage website, you acknowledge and agree to the terms outlined below.

2. ORDER PROCESSING TIME

  • Standard Processing: Orders are processed and dispatched within 5 to 10 business days (Monday to Friday) following the receipt of payment.

  • Peak Periods: Please note that processing times may be extended during new collection launches, sales periods, or public holidays.

  • Notification: Once your order has been handed over to the carrier, you will receive a shipping confirmation email containing your tracking number.

3. SHIPPING TIMES & CARRIERS Shipping times are calculated from the moment the order leaves our warehouse, not from the time the order was placed.

  • France: 5 - 10 business days.

  • European Union: 5 - 10business days.

  • USA & International: 10 - 15 business days (depending on customs clearance).

Note: Delivery times are estimates provided for reference only and are not guaranteed. Survirage is not responsible for delays caused by carriers, weather conditions, strikes, or customs processing.

4. SHIPPING FEES Shipping costs are calculated based on the weight of your order and the delivery destination. They will be displayed at checkout before you complete your payment.

  • Free Shipping: If applicable, free shipping offers are subject to specific terms (e.g., minimum order value) which will be clearly stated on the website.

5. CUSTOMS DUTIES & IMPORT TAXES (IMPORTANT) For all orders shipped outside the European Union (including the United States, UK, Switzerland):

  • Importer of Record: The customer is considered the importer of record and must comply with all laws and regulations of the destination country.

  • Fees: Customs duties, import taxes, VAT, and brokerage fees are not included in the product price or shipping cost.

  • Payment: These additional charges are the sole responsibility of the customer and must be paid to the carrier upon delivery.

  • Disclaimer: Survirage has no control over these charges and cannot predict their amount. We recommend contacting your local customs office for information before placing an order.

6. DELIVERY ISSUES & RETURNED PACKAGES Survirage cannot be held responsible for failed deliveries resulting from:

  • Incorrect, incomplete, or outdated address provided by the customer.

  • Absence of the recipient and failure to claim the package within the carrier's timeframe.

  • Refusal to Pay Customs: If a package is returned to us because the customer refused to pay customs duties or taxes, the cost of return shipping and any administrative fees will be deducted from the refund amount.

If a package is returned to us due to a customer error (wrong address, unclaimed), the customer will be responsible for the cost of re-shipping the item.

7. LOST OR DAMAGED PACKAGES

  • Damaged: If your package arrives damaged, please take clear photos of the packaging and the products immediately. You must contact us within 3 days of delivery.

  • Lost: If your tracking indicates "Delivered" but you have not received it, or if the tracking has not moved for an abnormal period, please contact us. Claims for lost packages must be submitted within 30 days of the shipping date.

8. CONTACT For any questions regarding your shipment, please contact our support team at team@survirage.comwith your order number.