Delivery Terms & Conditions
Throughout the last few months, we have continued to process your orders as usual with minimal disruption. Goods in stock are prepared for dispatch within 24 working hours. However, our shipping partners are now seeing back-logs which may result in delays, in some cases these are more severe than others. This has been compounded by hold-ups at port due to Brexit and COVID-19. We continue to monitor this situation and we’re actively working as a team to ensure orders get to you as smoothly as possible.
We are now also experiencing inbound deliveries affected by the backlogs at ports and also the paperwork element of Brexit. Our suppliers are supportive and are looking at alternative options wherever they can to get the goods to us.
For those customers who have not yet received delivery of their goods, please do not panic. Rest assured, the brands and couriers are working hard to deliver your items to us at the earliest opportunity but are currently contending with the new import/export rules and procedures resulting in longer to wait than usual.
Please note: ORVATO is a UK based company and therefore any UK customers (including Northern Ireland) will not be asked to pay any additional charges associated with customs duties, import taxes or VAT. These charges are absorbed by ORVATO as part of our own import processes. If you are based in the UK or Northern Ireland, you will only ever have to pay the RRP shown on the product page, and a delivery fee based on the items ordered and your location. ORVATO will never ask you to pay more on top of this.
If you have any queries or would like more specific information on your chosen products, please contact us at Customer Care Team over the phone on 020 8778 0818 or over email at email@example.com. Our Customer Care Team are available Monday to Friday (excluding public holidays), 9 am to 5 pm (UK time).
Here are some of our frequently asked questions.
- When will I know when my goods have been dispatched?
You will receive a confirmation email and text message with tracking details for all courier dispatches. You will be notified shortly before dispatch for all international freight orders travelling by air and/or sea.
- When can I expect to receive my order?
The lead times are stated for each product for UK standard deliveries. Larger orders and bulky/oversized/fragile items travelling overseas will take between four to six weeks and may travel by air and/or sea.
- Can my order be left in the garden/porch/shed/bin?
No. All deliveries must be signed for unless you pre-arrange this with the courier at your own risk.
- How much will the duties and taxes be for my international delivery?
Each country has their own percentage rate. This information can be found at your local customs office. You as the customer are solely responsible for paying these fees.
- Can you lower the invoice value for customs purposes?
No. Unfortunately, this is illegal.