Questions about the ordering process

How can I order from you?

The ordering process is very easy for you. When you have found your favorite product(s) and placed them in the shopping cart, click on the "Add to shopping cart" button and then on "Proceed to checkout". A new window will then open in which your invoice and If you are shopping with us for the first time, you will be asked to enter your data for the billing address.

If you have already bought from us, your billing address is stored with us, but can still be changed with each order process. If your billing address differs from the delivery address, you can of course also enter a separate delivery address. After entering the data, you will be taken to the payment process, where you can choose a payment option. Finally, you will receive an overview of your order under "Order confirmation". After submitting your order, you will immediately receive a confirmation by e-mail.

How can I see the status of the order?

You can track the status of your order at any time. To do this, go to your personal area after logging in and then click on the "My orders" section. The items you have ordered will be listed there and you will receive information about the shipping status

Can I combine several orders later?

For technical reasons, it is unfortunately not possible to combine several orders afterwards. To avoid any annoyance, it is best not to send your order until you are sure that it contains all the items you want.

How can I cancel my order?

If you want to cancel your order or part of it, simply send us your request to the helpme@sunjoyonline.eu email address or via this Contact form. This should include your order number - we will take care of everything else as soon as possible. Please note: In order to be able to cancel an item, it must not yet be in the shipping process. Should this nevertheless be the case, there is still the option of sending us back the item you no longer want once it has arrived at your home.

Questions about the payment process

When does the order have to be paid for?

The total cost of your orders will be collected by SunWay immediately upon receipt of the order.

Which payment methods are possible at SunWay Europe?

We offer you the option of paying for your order conveniently by credit card, direct debit, advance payment, invoice or via Paypal. You can select the respective payment method in the ordering process. Please bear in mind that we can generally only send goods to you after receipt of the money and that SunWay reserves the right to choose which payment method is made available to the respective customer.

Are my payments and other transactions safe with you?

SunWay attaches great importance to your safety. In the course of registering as a member of sunjoyonline.eu, you will be asked to submit personal data. This is data that SunWay needs to process the contracts concluded on sunjoyonline.eu.

All personal data is treated confidentially by SunWay and in accordance with the relevant legal regulations, in particular those of the Federal Data Protection Act (BDSG). To secure your data in online payment transactions, SunWay protects them with the latest encryption techniques, such as e.g. B. the Secure Socket Layer (SSL). SSL is a recognized standard protocol that ensures secure data exchange. All of the data you use to place an order is transmitted to SunWay in encrypted form.

Questions about shipping

How are the goods packed for shipping?

Quality products deserve quality packaging. It is very important to us that all orders reach you safely and undamaged.

To ensure this, we stock a wide range of box sizes: the products you order are carefully padded with recyclable material and shipped to you in appropriately sized boxes, selected by our packaging experts.

How long does the delivery take?

We have a large warehouse in Poland, from where your order will be packed and made ready for dispatch upon receipt. The goods then leave the warehouse immediately.

If the product is available for purchase, the delivery time is usually 2-5 working days.

How is large furniture shipped?

We use a forwarding agent to ship large items.

As soon as the delivery is ready for dispatch, the forwarding agent will contact you in good time to coordinate the desired delivery date.

Delivery is usually free of charge to your apartment, house or office with a 2-man team. We ask for your understanding that in individual cases there may be changes due to the current restrictions, which means that delivery can only be made to the front door. To coordinate the delivery date, our forwarding agent will contact you in good time by telephone.

Returns are made the same way: If you don't like a product that was delivered with a courier, please contact our customer service, we will be happy to arrange for a courier to collect it for you. Of course, you can also arrange a desired date with the forwarding agent for collection. Of course, you will not incur any costs for the return.

Can I track my delivery?

Of course. As soon as the delivery has left our warehouse, you will receive an email with a tracking number. If the goods are to be shipped by a forwarding agent, you will be contacted by telephone prior to delivery in order to be able to arrange an appointment.

Questions about exchanges and cancellations

How long is the return period?

In addition to the statutory right of withdrawal, SunWay grants you a voluntary right of return for all goods purchased 30 days from receipt of the goods.

How do I register a return?

If you are not satisfied with your order, you can return the goods to us free of charge within 30 days of delivery.

To initiate the return, contact us via the email address helpme@sunjoyonline.eu or that Contact form. Depending on the size of your order, we will then send you a free return slip or request a forwarding company to pick it up.

When can I expect my refund?

Once we have received and verified the returned merchandise, the refund timeframe is typically 3-5 business days but may vary depending on the issuing financial institution.

Questions about warranty & spare parts

What is covered by the guarantee?

The guarantee is a guarantee that we as the manufacturer grant for new goods for two years in accordance with German law (§§ 437, 438 BGB). The warranty covers defects that the product already had at the time of purchase.

You can find more information about this on the back of your operating instructions. If you are entitled to the guarantee, contact our customer service and we will take care of your request immediately.

Why does the product's warranty not cover weather damage?

Unfortunately, we cannot currently pay for damage caused by natural forces. In order to avoid this damage, we provide recommendations for the use and maintenance of the product in our operating instructions. If you have any further questions, please feel free to speak to our experienced customer service at any time.

In some cases, it can also make sense to talk to your household insurance company.

Can I buy spare parts for Sunjoy products?

Yes, there will soon be a replacement shop for the European market, where you will find many replacement parts such as roofs, nets, curtains and much more.

However, since the shop is still being completed, you are always welcome to send us an email with your spare parts request to service@sunjoyonline.eu .

Where can I find my article number and part number?

The article number can often be found on the operating instructions, the fabric label, the soft top or QR code etc. If you cannot find it, please send us an email with pictures of the product to service@sunjoyonline.eu .

Are spare parts and canopies guaranteed?

As with the products, we also grant a two-year warranty for spare parts.