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Shipping Policy

Last updated: 2026-05-10

1. Introduction & Scope

This Shipping Policy (the “Policy”) governs all shipments made by Roveli ("we", "our", "us") from our fulfilment centre in London to customers located in the United Kingdom and the European Union. It outlines the procedures, timelines, costs, responsibilities and customer rights associated with the delivery of your orders.

2. Shipping Zones & Eligibility

• United Kingdom (UK): All postal codes within England, Scotland, Wales, and Northern Ireland.
• European Union (EU): All 27 member states, plus the European Economic Area (EEA) countries that we treat as EU for logistical purposes.
• Exclusions: We do not currently ship to non‑EU European countries, the United States, Asia, Africa or Oceania. Special arrangements may be made on a case‑by‑case basis – please contact us.

3. Order Processing

All orders are processed within 1–2 business days of receipt, Monday‑Friday, excluding public holidays. Processing includes verification of payment, inventory allocation, quality inspection and packaging. Orders placed after 3 pm GMT are typically processed the next business day.

4. Shipping Methods & Carriers

We partner with reputable carriers that offer reliable, trackable services:

• Royal Mail 2‑Day & 3‑Day Tracked: Preferred for UK domestic deliveries.
• DHL Express – EU Economy: Provides cost‑effective delivery to EU destinations.
• DPD Local – Standard: Used for larger parcels and bulky items across the EU.

All shipments are sent with a tracking number. Where carriers offer optional insurance, we automatically include basic insurance up to £100 per parcel at no extra cost.

5. Delivery Timeframes

Estimated delivery windows are based on the carrier’s published schedules and our internal processing time. The following are typical ranges, not guarantees:

• UK Standard: 5–9 business days after dispatch.
• EU Standard: 7–12 business days after dispatch.
• Expedited (Paid Option): 2–4 business days for the UK, 3–6 business days for the EU.

During peak periods (e.g., holidays, sales events) delivery times may be extended by up to 3 additional days.

6. Shipping Costs & Free‑Shipping Threshold

Shipping fees are calculated automatically at checkout based on the destination, total weight, and dimensions of the items. The following rules apply:

• Orders under £150 (GBP) incur a standard shipping fee (£4.99 UK, £7.99 EU).
• Orders of £150 or more qualify for free standard shipping to both UK and EU.
• Expedited shipping options are charged separately and are not covered by the free‑shipping threshold.

7. Tracking & Notifications

Once dispatched, you will receive an email containing a tracking number and a direct link to the carrier’s tracking portal. SMS notifications are also available if you opt‑in during checkout.

8. Customs, Duties & Taxes

All shipments within the UK and EU include applicable VAT. No additional customs duties are charged to the customer for EU deliveries. Should a parcel be incorrectly classified or subject to unexpected duties, we will cover the cost and work with the carrier to resolve the issue.

9. Packaging & Sustainability

We use 100 % recyclable, FSC‑certified packaging materials. Each parcel is sized to minimise excess space, reducing waste and carbon footprint. Reusable protective inserts are employed for delicate items (e.g., silk garments) to ensure they arrive in pristine condition.

10. Delays, Exceptions & Force Majeure

While we strive to meet the estimated delivery windows, several factors may cause delays:

• Carrier disruptions (strikes, technical outages).
• Extreme weather events or natural disasters.
• Customs inspections, even within the EU, that require additional verification.
• Public holidays in the destination country.

In such cases we will keep you informed via email and, where appropriate, offer a refund of the shipping cost or an alternative shipping method.

11. Lost, Stolen, or Damaged Packages

If your package is lost in transit, arrives damaged, or you suspect theft, please contact us within 48 hours of the delivery date. Provide the order number, tracking number, and photographic evidence (if applicable). We will file a claim with the carrier, and you will receive either a replacement item or a full refund, including shipping fees.

12. Returns & Exchanges – Interaction with Shipping

Returned items must be shipped back to our return address using the prepaid label supplied in the original shipment (or a label we provide upon request). The return shipping cost is covered by Roveli when the return is due to a defect, incorrect item, or an error on our part. For standard change‑of‑mind returns, the customer bears the return postage.

13. International Shipping Beyond the EU (Future Considerations)

We are actively exploring partnerships to extend our reach to the United States, Canada and select Asian markets. Updates will be announced on the website and via our newsletter.

14. Customer Support & Contact Information

Any shipping‑related questions, concerns or special requests can be addressed by contacting our dedicated logistics team:

• Email: info@roveli.com
• Mailing address:
  Roveli
  114 Upper St, Greater, London N1 1QN
  United Kingdom
• Phone (UK): +44 20 7946 0123 (available 9 am‑5 pm GMT, Mon‑Fri)

15. Amendments to This Policy

We may revise this Shipping Policy from time to time to reflect operational changes, regulatory updates or improvements to our service. The most current version will always be posted on this page with an updated "Last updated" date.