Shipping policy

ORVELLA®

Shipping Policy

Last updated: 21^st of January 2026

This Shipping Policy explains how ORVELLA® (a brand of Anam Online Limited) processes and delivers orders placed through our website.

Anam Online Limited
Company Number: 15660887
Registered Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: admin@orvella.co.uk

By placing an order with ORVELLA®, you confirm that you have read and accepted this Shipping Policy.

Order Processing Times

ORVELLA® aims to dispatch orders within 1–3 business days (Monday–Friday, excluding UK public holidays).

During peak periods, promotional campaigns, new launches, limited releases, or high order volumes, dispatch times may be extended. Where possible, we will update you by email with any significant delays.

Please note: Order processing time is separate from courier transit time.

Shipping Destinations

We currently ship to:

United Kingdom
International destinations (where offered at checkout)

If your country is not available at checkout, we may not be shipping to your location at that time.

Shipping Methods & Estimated Delivery Times

Estimated delivery times are shown at checkout and/or in your order confirmation. Delivery times are estimates only and are not guaranteed.

Delivery estimates may vary due to:

courier delays
high seasonal volumes
weather conditions
customs processing (international orders)
local service interruptions
incorrect/incomplete address information

ORVELLA® does not guarantee delivery by a specific date unless expressly agreed in writing.

Shipping Costs

Shipping charges are displayed at checkout and calculated based on:

destination
package weight/size
selected shipping option (standard/express)

All shipping fees are non-refundable except where required by law.

Address Accuracy (Customer Responsibility)

Customers are responsible for ensuring the shipping address and contact information are complete and accurate at checkout.

This includes:

house/building number
street name
postcode/ZIP code
city
country
phone number (where required by the carrier)

If an order is delayed, returned, misdelivered, or lost due to an incorrect or incomplete address provided by the customer, ORVELLA® is not responsible for replacement or compensation.

If a parcel is returned to us due to address issues or failed delivery attempts, ORVELLA® may:

refund the order excluding shipping costs, or
resend the order once the customer pays the additional shipping fee (if stock allows)

Changes & Cancellations Before Dispatch

Orders may only be amended or cancelled before dispatch.

Once an order has been packed, prepared for shipment, or dispatched, ORVELLA® cannot guarantee changes, cancellations, or rerouting.

We reserve the right to refuse address changes if fraud or risk indicators are present.

Tracking Information

Where available, ORVELLA® provides tracking details via email once your order has been dispatched.

Tracking updates are controlled by the courier and may not update immediately after dispatch.

Delivery Attempts, Safe Places & Parcel Acceptance

Couriers may:

require a signature
deliver to a neighbour/reception
leave the parcel in a “safe place”
deliver to a local collection point

If you authorise a courier to leave your parcel in a safe place, you accept responsibility for the parcel once marked delivered.

If delivery is attempted but unsuccessful, the courier may reattempt delivery or return the parcel to a depot/collection point. It is the customer’s responsibility to rearrange delivery or collect the parcel within the courier’s time limits.

Delivered But Not Received (Important)

If tracking shows your parcel as Delivered but you claim you have not received it, you must contact ORVELLA within 48 hours of the delivery notification.

We may require:

confirmation of delivery address
confirmation of household recipients
checks with neighbours/reception
supporting evidence for investigation

ORVELLA® reserves the right to rely on courier delivery confirmation, GPS delivery scans, and tracking records when reviewing claims.

Where required, ORVELLA may open a courier investigation. Resolution depends on courier findings and may take several business days.

Lost, Missing or Stolen Parcels

Lost in transit

A parcel may be considered lost once the courier confirms loss or the investigation concludes it cannot be located.

Where a parcel is confirmed lost in transit, ORVELLA will offer, at its discretion:

a replacement (subject to stock), or
a refund

Stolen after delivery

If tracking confirms delivery and/or the parcel was left in a safe place or received by a third party at the address provided, ORVELLA is not responsible for theft after delivery.

We strongly recommend selecting secure delivery options and ensuring delivery locations are safe.

Damaged Parcels or Items

If your parcel arrives damaged, you must notify ORVELLA® within 48 hours of delivery, providing:

clear photos of the outer packaging
photos of internal packaging
photos of the damaged item(s)

Claims submitted without adequate evidence may be refused. ORVELLA® may require the item(s) to be returned for inspection before a resolution is offered.

Partial Orders & Split Shipments

ORVELLA® may dispatch orders in multiple parcels where necessary (for example, due to stock allocation or logistics reasons). If this occurs, you will receive separate tracking information.

Refused Deliveries & Return to Sender

If you refuse delivery or fail to collect the parcel from a courier depot/collection point within the allotted time, the parcel may be returned to us.

If returned to sender, ORVELLA® may refund the order excluding original shipping costs, and may deduct any additional return costs charged by the courier where permitted.

International Orders, Customs & Import Charges

For international deliveries, you are responsible for any:

import duties
customs charges
taxes
brokerage/handling fees

These charges are imposed by your local customs authority and are not controlled by ORVELLA.

ORVELLA® is not responsible for delays caused by customs clearance procedures.

If a parcel is rejected or returned due to unpaid customs charges, ORVELLA may refund the order excluding shipping fees, and may deduct any return-to-sender fees incurred.

Force Majeure / Events Outside Our Control

ORVELLA is not liable for delivery delays or failures caused by events beyond our reasonable control, including but not limited to:

courier network disruption
weather events
strikes
supply chain interruptions
customs delays
emergencies or government restrictions

Contact ORVELLA®

If you need help with an order, shipping status, tracking, or delivery issue, please contact:

Email: customerservice@orvella.co.uk
Business hours: 9 am to 9 pm (UK time), Monday to Friday