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DELIVERY INFORMATION

Last updated: Juli 2026

This Delivery Information Policy explains how orders placed through the SEVLUNE website are confirmed, prepared, dispatched, and delivered.

Website: https://sevlune.com/
Email: contact@sevlune.com

This Policy applies to orders delivered within Tunisia and forms part of the SEVLUNE Terms and Conditions.

1. Delivery Area

SEVLUNE currently delivers to addresses located within Tunisia, subject to the service coverage of our delivery partners.

Delivery may be available to:

  • Greater Tunis;
  • coastal cities;
  • inland regions;
  • other locations covered by our delivery provider.

Certain remote, rural, or difficult-to-access areas may require additional delivery time or special arrangements.

Where delivery is unavailable to the address provided, SEVLUNE will contact the customer before dispatch to propose an alternative arrangement or cancel the order.

SEVLUNE does not currently offer international delivery unless expressly stated on the website.

2. Order Confirmation

After placing an order, the customer may receive an automatic acknowledgement by email or through the website.

This acknowledgement confirms that the order has been received but does not necessarily mean that it has been accepted or dispatched.

Because SEVLUNE uses Cash on Delivery, we may contact the customer by telephone, SMS, email, or WhatsApp to verify:

  • the customer’s name;
  • the telephone number;
  • the delivery address;
  • the products ordered;
  • the total amount payable;
  • the customer’s availability to receive the order.

An order may be placed on hold until the necessary information has been verified.

3. Order Processing

Orders are generally prepared after they have been confirmed by SEVLUNE.

The estimated order-processing time is: one to two working days

Orders placed on weekends, public holidays, or outside normal business hours may be processed on the next working day.

During promotional periods, product launches, public holidays, or periods of high demand, preparation may require additional time.

4. Estimated Delivery Time

The estimated delivery time is:

Greater Tunis: one to three working days after confirmation.
Other regions of Tunisia: two to five working days after confirmation.
Remote areas: three to seven working days after confirmation.

These periods are estimates and not guaranteed delivery appointments unless SEVLUNE expressly confirms a specific date.

The estimated delivery period begins after the order has been confirmed, not necessarily on the date it was submitted through the website.

Working days do not normally include Sundays and Tunisian public holidays.

5. Delivery Charges

Delivery charges are displayed during checkout before the customer confirms the order.

The applicable delivery charge may depend on:

  • the delivery location;
  • the order value;
  • the size or weight of the package;
  • the delivery provider;
  • any free-delivery promotion available at the time of the order.

Where SEVLUNE offers free delivery above a minimum order value, the applicable conditions will be displayed on the website.

No undisclosed delivery fee will be added after the customer has confirmed the order. Where an exceptional additional charge is necessary, the customer will be informed and asked to approve it before dispatch.

6. Cash on Delivery

SEVLUNE currently offers Cash on Delivery.

The customer must pay the full amount due directly to the delivery agent when the package is delivered.

The amount payable includes:

  • the price of the ordered products;
  • the applicable delivery charge;
  • any discount confirmed by SEVLUNE.

Payment must be made in Tunisian dinars.

Customers are encouraged to prepare the correct amount where possible, as the availability of change cannot always be guaranteed.

The customer should not pay an amount that differs from the amount confirmed by SEVLUNE without first contacting us at contact@sevlune.com.

7. Delivery Address

The customer is responsible for providing a complete and accurate delivery address.

The address should include, where applicable:

  • the recipient’s full name;
  • a valid Tunisian telephone number;
  • the governorate and city;
  • the street name and building number;
  • the apartment or office number;
  • the postal code;
  • a nearby landmark;
  • any useful delivery instructions.

SEVLUNE is not responsible for delays caused by incomplete, inaccurate, or outdated information provided by the customer.

Where an address appears incomplete, SEVLUNE or the delivery provider may contact the customer before attempting delivery.

8. Telephone Availability

The customer must provide a valid and reachable telephone number.

The delivery agent may call the customer to:

  • confirm the address;
  • request directions;
  • arrange a suitable delivery time;
  • notify the customer of arrival;
  • resolve a delivery difficulty.

Failure to answer repeated calls may result in the delivery being postponed or the package being returned to SEVLUNE.

9. Delivery Attempts

The delivery provider may make one or more delivery attempts, depending on its procedures and the customer’s location.

Where the customer is absent or cannot be reached, the delivery provider may:

  • contact the customer to arrange another attempt;
  • postpone delivery;
  • hold the package temporarily;
  • return the package to SEVLUNE.

A new delivery charge may apply where a second dispatch becomes necessary because the customer provided incorrect information, was repeatedly unreachable, or failed to receive a previously confirmed order.

Any additional charge will be communicated to the customer before the order is dispatched again.

10. Receiving an Order on Behalf of the Customer

The order may be accepted by another person present at the delivery address, such as a family member, employee, receptionist, or other authorised person.

The customer is responsible for ensuring that the person receiving the package is authorised to:

  • accept the order;
  • inspect the external condition of the package;
  • pay the Cash on Delivery amount.

Delivery to an authorised person at the address provided will normally be treated as delivery to the customer.

11. Package Inspection

Customers are encouraged to inspect the external condition of the package before accepting it and making payment.

Please check whether the package is:

  • properly closed;
  • visibly damaged;
  • torn or crushed;
  • wet;
  • opened or resealed;
  • leaking.

Where the package is visibly opened or seriously damaged, the customer should:

  1. inform the delivery agent;
  2. ask the delivery agent to record the issue;
  3. take photographs where possible;
  4. refuse the package where appropriate;
  5. contact SEVLUNE promptly at contact@sevlune.com.

Customers should not use a product that appears broken, leaking, contaminated, opened, or unsafe.

Acceptance of the package does not remove the customer’s mandatory rights where damage, a defect, or non-compliance is discovered after opening it.

12. Checking the Contents

After receiving the package, the customer should check that:

  • all ordered products are present;
  • the correct products were delivered;
  • quantities are correct;
  • products are not visibly damaged;
  • seals are intact where applicable;
  • products have not passed their expiry date.

Where an item is missing, incorrect, damaged, defective, or non-compliant, the customer should contact SEVLUNE as soon as possible.

The complaint should include:

  • the customer’s name;
  • the order number;
  • the affected product;
  • a description of the issue;
  • photographs of the product and packaging where possible.

Such requests will be handled under the SEVLUNE Returns & Refunds Policy.

13. Delivery Delays

Delivery may be delayed because of circumstances including:

  • periods of high order volume;
  • public holidays;
  • severe weather;
  • road closures;
  • transportation disruption;
  • courier operational difficulties;
  • incorrect delivery details;
  • the customer being unavailable;
  • events outside SEVLUNE’s reasonable control.

Where SEVLUNE becomes aware of a significant delay, we will make reasonable efforts to inform the customer and provide an updated estimate.

A customer who no longer wishes to receive a delayed order should contact SEVLUNE at contact@sevlune.com.

Where the agreed delivery period has not been respected, the customer’s rights will be handled in accordance with applicable Tunisian law and the SEVLUNE Returns & Refunds Policy.

14. Product Unavailability

All orders are subject to product availability.

Where a product becomes unavailable after an order has been placed, SEVLUNE will contact the customer as soon as reasonably possible and, where applicable, no later than 24 hours before the scheduled delivery date.

The customer may choose to:

  • remove the unavailable product;
  • replace it with another available product;
  • modify the order;
  • cancel the order.

SEVLUNE will not substitute a product without the customer’s approval.

Because payment is made upon delivery, the customer will not be charged for an unavailable product.

15. Changing an Order or Address

To request a change to an order or delivery address, contact SEVLUNE as soon as possible at:

contact@sevlune.com

Please provide:

  • your full name;
  • your order number;
  • your telephone number;
  • the change requested.

SEVLUNE will try to apply the requested change where the order has not yet been dispatched.

Once the order has been handed to the delivery provider, it may not be possible to modify the products or address. A change of destination may also result in an additional charge or delay.

16. Cancelling an Order

A customer may request cancellation before dispatch by contacting:

contact@sevlune.com

Where an order has already been dispatched, the customer should contact SEVLUNE before refusing the package.

Cancellations, withdrawals, returns, and refunds are governed by the SEVLUNE Returns & Refunds Policy and applicable Tunisian law.

17. Refused and Unclaimed Packages

Where a customer refuses or fails to receive a confirmed Cash on Delivery order without a legitimate reason, the package may be returned to SEVLUNE.

Repeated unclaimed or unjustifiably refused orders may result in:

  • telephone verification before future orders;
  • a request to reconfirm the delivery address;
  • restrictions on Cash on Delivery;
  • refusal of a future order where reasonably justified.

These measures will be applied fairly and subject to the customer’s mandatory legal rights.

Packages that are visibly damaged, incorrect, or delivered after an unresolved cancellation request may be refused without affecting the customer’s legal rights.

18. Ownership and Responsibility

SEVLUNE remains responsible for arranging delivery until the package is delivered to the customer or an authorised recipient at the address provided.

The customer becomes responsible for the safe storage and proper use of the products after delivery.

Nothing in this section limits SEVLUNE’s responsibility for products that were defective, damaged, unsafe, or non-compliant at the time of delivery.

19. Personal Data Used for Delivery

To arrange and complete delivery, SEVLUNE may share the necessary information with its delivery provider, including:

  • the recipient’s name;
  • telephone number;
  • delivery address;
  • order reference;
  • total Cash on Delivery amount;
  • relevant delivery instructions.

The delivery provider may use this information only to arrange delivery, contact the customer, deliver the package, and collect payment.

Further information is available in the SEVLUNE Privacy Policy.

20. Contact Us

For questions about an order, delivery charge, delivery delay, damaged package, or delivery address, please contact:

SEVLUNE
Website: https://sevlune.com/
Email: contact@sevlune.com
Customer service hours: Mo – Sa : 8H- 19H