Delivery Policy

1. Order Processing Times

All orders are processed within 24 to 48 hours after payment has been received. Please note that orders are not dispatched or delivered on weekends or public holidays.

In the event of a high volume of orders, processing may be delayed. If an exceptional delay is required, we will notify you by email.

2. Delivery Rates & Times

We currently deliver within the United Kingdom only:

Delivery times are provided as estimates and begin from the date your order is dispatched, not the date the order is placed.

3. Delivery Destinations

We currently deliver to the United Kingdom only. At this time, we do not offer delivery outside of this area.

4. Customs, Duties & Taxes

Your order may be dispatched from outside the United Kingdom. Any applicable UK import VAT and customs duties are already included in the price you pay at checkout, so there is nothing extra to pay on delivery. The total shown at checkout is the final amount due. You will not be charged any additional customs or import fees by the carrier when your parcel arrives.

5. Dispatch Confirmation & Tracking

Once your order has been dispatched, you will receive a confirmation email containing a tracking number. This number is typically activated within 24 hours of dispatch and allows you to track your parcel in real time.

6. Delivery Delays

We do everything we can to ensure fast delivery. However, delays beyond our control may occur, such as strikes, adverse weather conditions, or logistical disruptions. If your parcel is delayed, we will keep you informed as far as possible.

7. Incorrect Address & Unclaimed Parcels

You are responsible for the information provided at checkout (delivery address, email, phone number, etc.). If an error or omission prevents successful delivery — for example an incorrect address — please contact us as soon as possible so we can try to help.

If a parcel is returned to us because it could not be delivered or was not collected, we will contact you to arrange either a redelivery or a refund in accordance with your statutory rights and our Return & Refund Policy.

8. Parcel Marked as "Delivered" but Not Received

If the tracking status shows your parcel as "Delivered" but you have not received it, we recommend the following: wait a few working days, as parcels are sometimes marked as delivered slightly early; check with neighbours and any safe or designated drop-off locations; and contact the carrier directly to open an investigation.

Please get in touch with us as well and we will do everything we can to help resolve the situation and ensure you receive your order or an appropriate remedy in line with your consumer rights under the Consumer Rights Act 2015.

9. Cancellations & Returns

If you are based in the United Kingdom, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your item, for any reason. For full details on how to cancel, return an item, or request a refund, please see our Return & Refund Policy.

10. Contact

For any questions about our delivery policy, please contact our customer support team:

• Email: support@hellonalvia.com
• Operated by: DOM ECOM LLC, 16192 Coastal Highway, Lewes 19958, Delaware, United States