FAQ

Do you need help ?

Below are the frequently asked questions from our customers.

General

To learn more about the brand and its origins, we invite you to consult the page The brand.

To follow all the brand's news, come and discover our Blog, and join us on Facebook and Instagram.

Finally, to not miss anything and receive all our promotional offers, subscribe to our Newsletter, at the bottom of the page.

You will find an Unsubscribe link at the bottom of the Newsletter.

It is entirely possible to place order on the website as a guest, not involving the creation of a customer account.

Creating an account on our site allows you to view the history of your orders, find the discount codes and vouchers you benefit from, but also to contact us directly following your order. 

To receive our promotional offers during our commercial operations, we invite you to subscribe to our newsletter.

To use your Sun Valley discount code, simply insert it in the box provided, by clicking on Have a promo code? when you are in your shopping cart.

Warning ! Once your order has been confirmed, you can no longer add your promotional code. So make sure that it is filled in, before paying for the order.

To take care of your Sun Valley down jacket, follow our advice by consulting the dedicated page to the maintenance of down jackets.

Orders

After validation of an order, you have a very short time to submit a modification or cancellation request, before the order is shipped. We therefore invite you to contact us quickly by email at: eshop@sun-valley.fr

In the event that the modification of the order is no longer possible, you always have the possibility to retract and request a refund of the order.

After validation of your order, you will receive a confirmation email.

If you do not receive any email from us, we invite you first of all to check your spam box then, if necessary, to write to us via the contact form, or directly to the address: eshop@sun-valley.fr

After placing an order, it will be prepared and shipped within two working days. For orders placed on Friday, they will be shipped from the following Monday (excluding public holidays).

You have the possibility to follow the status of your order from your customer area. You will also be notified by email of any change in the status of your order.

Delivery & Return

You have the choice between two delivery methods. Colissimo delivery at home or at a relay point, at the fixed price of €7.20 in Metropolitan France and €10 in rest of Europe.

Delivery costs will be free for all orders over €80 including tax.

At the moment, we only deliver to European countries.

Delivery times are approximately 48 to 72 hours (after shipment of the order) in normal periods. Additional delays are to be expected during periods of high traffic.

In case of absence during delivery, your package will be delivered to the nearest post office.

As soon as your order is dispatched you will receive an automatic email containing the number of your package, allowing you to follow the progress of the delivery.

If you have not received the number of your package and you wish to obtain information on the delivery of your order, we invite you to contact us via the contact form or directly by email at: eshop@sun-valley.fr

You have 30 days after receipt of the order to make a return and request either an exchange or a refund.

To return one or more item (s) from your order, please follow the instructions on the following page: Terms of returns

The processing of a return package can take up to 14 working days following receipt of the package. After this period if you have not received any news from us, we invite you to contact us via the contact form or directly by email at: eshop@sun-valley.fr

Our stocks being dissociated, it is unfortunately not possible to bring back a product purchased online, in a store for a return.

Please note, however, that exchanges are free, you just have to write to us within 30 days of your order and we will send you by return email, a return slip as well as a prepaid label to print and stick on your package.

After Sales Service

In this kind of case, we invite you to contact us as soon as possible via the contact form or directly by email at the address: eshop@sun-valley.fr

If one or more item (s) of your order has any defect, we invite you to contact us by describing the problem and attaching a photo if possible, via the contact form or directly by email at: eshop @ sun-valley.fr

Products purchased on the sun-valley.com website benefit from a two-year warranty, in accordance with the terms described in our general sales conditions.

Wear, faults in use or maintenance will not be the subject of an exchange or a return under warranty.

To benefit from the Sun Valley warranty, please contact us using the contact form or directly by email at: eshop@sun-valley.fr

Please note, all requests concerning a defective item having been purchased elsewhere than on the sun-valley.com site, cannot be dealt with by customer service. We invite you to go to the store where the purchase took place.

All inquiries regarding an item purchased elsewhere than on the sun-valley.com website should be addressed directly to the store where the purchase took place.

Other questions

If you encounter any difficulties when placing your order on our website, do not hesitate to contact us via the contact form or directly by email at: eshop@sun-valley.fr

You can find Sun Valley brand products in our stores or at one of our resellers. You can consult the list of Sun Valley stores and our resellers by clicking on the following link : Stores

Our online store does not carry the entire Sun Valley product collection. This is the reason why you may not find certain models or color combinations.

When a product indicates Product available with different options, it means that the article is no longer available.

We don't have the possibility to communicate in advance which products will be back in stock soon.

However, we invite you to enter your email address in the Suscribe to when in stock box in order to be informed of a possible return in stock.

You have not found the answer to your question ?

Contact us via the contact form or directly by email at: eshop@sun-valley.fr