Frequently asked questions
Find answers to your questions by consulting our customers' most frequently asked questions.
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It is possible to place orders on the site as a guest, without creating a customer account.
By creating an account on our site, you can view your order history, find discount codes and vouchers, and contact us directly after placing an order. And to make sure you don't miss out on any of our promotional offers, we invite you to subscribe to our newsletter.
If you have a promotional code valid on the sun-valley.com website, simply enter it in the appropriate box in the shopping basket or at checkout.
Please note! Once your order has been confirmed, you can no longer add your promotional code. Please make sure you enter the code before proceeding to checkout.
To care for your Sun Valley down jacket, follow our advice on the page dedicated to down jacket care.
After validation of an order, you have a very short time to submit a request for modification or cancellation, before the order is dispatched. We therefore invite you to contact us as soon as possible via the contact form.
If it is no longer possible to modify your order, you can always exercise your right of withdrawal and request a refund.
Once your order has been confirmed, you will receive a confirmation email. If you do not receive an email from us, please check your junk mail box first and then, if necessary, write to us using the contact form.
Orders are generally dispatched within 24 hours of validation. This may take up to two working days. Orders placed on Fridays will be dispatched on the following Monday (excluding public holidays). Please allow a further 2 to 3 days for delivery.
You can track 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.
You can choose between two delivery methods. Colissimo home delivery with signature, or at a relay point.
Delivery costs depend on the country of delivery, and are free for all orders over €100 including tax for delivery in mainland France, Belgium, Germany, Luxembourg and the Netherlands.
Delivery times are approximately 48 to 72 hours (after dispatch of the order) in normal periods. Additional lead times are to be expected during busy periods.
If you are absent at the time of delivery, your parcel will be handed over to the nearest post office. You will have 7 days to collect it before it is returned to us. Please bring your identity card with you when collecting your parcel.
As soon as your order has been dispatched, you will receive an automatic email containing your parcel number, enabling you to track the progress of your delivery.
If you have not received your parcel number and would like information about the delivery of your order, please contact us directly using the contact form.
You have 30 days from receipt of your order to make a return and request a refund.
To return one or more items from your order, please follow the instructions on the following page: Return an order
Returns can take up to 14 working days to process. After this period, if you have not received any news from us, we invite you to contact us via the contact form.
As our stocks are separate, it is unfortunately not possible to return a product purchased online to a store.
Please note, however, that exchanges are free of charge. Simply write to us within 30 days of your order, and we'll send you a return slip and a Colissimo label to print out and stick on your parcel.
In such cases, please contact us as soon as possible via the contact form.
If one or more items in your order is faulty in any way, please contact us using the contact form, describing the problem and enclosing a photo if possible.
Products purchased on the sun-valley.com website benefit from a two-year warranty, in accordance with the terms and conditions described in our general terms and conditions of sale.
Wear and tear, defects in use or maintenance will not be exchanged or returned under warranty.
To benefit from the Sun Valley warranty, please contact us via the contact form or directly by email at: eshop@sun-valley.fr
Please note that all requests concerning defective items purchased elsewhere than on the sun-valley.com website cannot be handled by customer service. Please contact the store where you made your purchase.
All inquiries concerning items purchased elsewhere than on the sun-valley.com website must be addressed directly to the store where the purchase was made.
If you encounter any difficulties when placing your order on our site, please 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 boutiques or at one of our dealers. You can consult the list of Sun Valley boutiques and retailers by clicking on the following link: Find a store
Some resellers have exclusive products that are not sold on our website.
It is also possible that the item you are looking for is no longer in stock on our website.
We are unable to inform you in advance which products will be back in stock shortly. Nevertheless, we invite you to enter your email address in the box provided directly on the product sheet after selecting the desired color and size. You will automatically be informed by email as soon as this item is back in stock.
If you haven't found the answer to your question, our customer service team is here to help.
We'll get back to you within 24 hours (working days).