Shipping policy

1. Where we deliver

We deliver throughout the United Kingdom and to selected European countries. Available destinations are shown at checkout.

2. Dispatch and delivery times

Orders are prepared and dispatched within 1 to 2 working days of purchase. Orders placed at weekends or on public holidays are dispatched the next working day.

Once dispatched, delivery takes 7 to 15 working days. During peak periods, or where a carrier is disrupted or a delivery is attempted more than once, it can take up to 20 working days.

These timescales run from dispatch, not from the moment of purchase, and are estimates rather than guarantees. We will keep you informed by email throughout, and you can contact us at any point for an update.

3. Delivery charges

Any delivery charge is calculated and shown at checkout before you confirm your order, and is included in the total charged.

4. Tracking your order

Every order is dispatched with tracking. As soon as your parcel leaves us we email you a tracking link so you can follow it to your door.

Tracking can take up to 48 hours to show its first movement after dispatch. This is normal and does not mean the parcel is delayed.

5. Your delivery address

Please check your address carefully before confirming your order, and tell us immediately if anything is wrong. We can amend an address until the order is dispatched, but not afterwards.

You are responsible for supplying a complete and correct address. We cannot refund or replace orders that are lost, refused or returned to sender because the address was incorrect or incomplete, or because nobody was available to receive or collect the parcel. Where a parcel comes back to us for one of these reasons, we can resend it once the redelivery cost is covered.

6. When delivery is complete

An order is treated as delivered once the carrier records it as delivered to the address supplied at checkout. Where a carrier leaves a parcel in a safe place or with a neighbour at your instruction, that record also counts as delivery.

7. If your parcel has not arrived

If the estimated window has passed and your tracking has not updated, email hello@shoparvello.com with your order number and we will chase the carrier for you.

If tracking shows delivered but you have not received the parcel, tell us within 14 days of that delivery date. Carriers hold proof of delivery, including GPS data and photographs, for a limited period, and we need to open the investigation while that evidence still exists. Claims raised after this period cannot be investigated.

Please also check with anyone else at the address and look in the usual safe places before contacting us, as this resolves the large majority of cases within minutes.

8. Delays outside our control

Occasionally a delivery is affected by something neither we nor the carrier can control, such as severe weather, industrial action or customs and border processing. We will always tell you what we know and stay with the case until it is resolved.

9. Questions

Email hello@shoparvello.com with your order number and we will reply within one working day.