Shipping & Returns

Shenvo delivers to all European Union countries, as well as Switzerland, the United Kingdom and Norway.

Countries served: Luxembourg, France, Belgium, Germany, Netherlands, Italy, Spain, Portugal, Austria, Switzerland, United Kingdom, and other EU countries.

For any question about delivery availability, contact us at contact@shenvo.com.

The estimated delivery time is 7 to 15 working days from order confirmation, depending on the destination country.

These times are indicative and may vary during peak periods (sales, holidays) or in the event of exceptional circumstances (bad weather, strikes, customs).

In accordance with Directive 2011/83/EU, if your order cannot be delivered within the announced timeframe, you will be notified and may cancel your order with a full refund.

Shipping costs are calculated based on the weight of the order and the destination country, and are clearly indicated before confirming your order.

🎁 FREE delivery on all orders over €50.

Below this threshold, shipping costs generally range from €3.99 to €9.99 depending on your country. The exact amount is displayed at checkout.

Any customs duties or import taxes applicable in your country are your responsibility.

Once your order is shipped, you will receive a confirmation email containing your tracking number.

You can track your parcel directly on the carrier website using this number.

If you have not received a tracking email within 5 working days of your order, please check your spam folder or contact our customer service at contact@shenvo.com.

In the event of a problem with your delivery (damaged, missing or significantly delayed parcel), here is what to do:

1. Damaged parcel upon receipt: refuse the parcel or note reservations, then contact us immediately with photos.

2. Lost parcel: if your parcel has not arrived within 20 working days, contact us at contact@shenvo.com.

3. Missing or incorrect item: contact us within 7 days of receipt with your order number and a photo.

In accordance with Directive 2011/83/EU (Article 9), you have 14 calendar days from receipt of your order to exercise your right of withdrawal, without giving any reason and without penalty.

Exceptions to the right of withdrawal:
• Products made to your specifications or clearly personalised
• Sealed products that have been opened after delivery for hygiene reasons

To exercise your right: use our model withdrawal form available on the website or email contact@shenvo.com.

To return one or more items, follow these steps:

1. Notify us within 14 days of receipt by sending an email to contact@shenvo.com with your order number and the items to return.

2. We will send you return instructions by email within 48 working hours.

3. Prepare your parcel: items must be unworn, unwashed, with their original tags and in their original packaging if possible.

4. Ship the parcel to the address indicated in our return confirmation email within 14 days of your notification.

Return costs are your responsibility unless the product is defective or incorrect.

To be accepted, returned items must:

✅ Accepted:
• Unworn and unwashed
• With all original tags attached
• In their original packaging or equivalent
• Undamaged, without odour, without signs of use

❌ Not accepted:
• Worn, washed or damaged items
• Items without tags
• Underwear, swimwear for hygiene reasons (once unsealed)
• Items personalised to your request

Shenvo reserves the right to refuse a refund or make a partial refund if items are not in an acceptable condition.

Once your return is received and verified by our team, we will process the refund within a maximum of 14 days.

The refund will be made using the same payment method used during your order:
• Bank card: refund to your card (2-5 working days depending on your bank)
• PayPal: refund to your PayPal account

You will receive a confirmation email once the refund is processed.

Our customer service team is available to answer all your questions about delivery and returns.

Email: contact@shenvo.com
Hours: Monday – Sunday / 9:00 AM – 8:00 PM

For any complaint, please include in your email:
• Your order number
• A clear description of the problem
• Photos if the product is damaged

We are committed to responding within 48 working hours.