Shipping policy
1. Scope
This policy covers how we process, dispatch and deliver orders placed on reoviva.com. Placing an order means you accept it.
2. Order processing
We process orders Monday to Friday. Orders placed after 14:00 UK time are processed the next working day. We don't process orders at weekends or on UK bank holidays.
Every order is checked before it leaves our fulfilment partner. Processing takes 1–2 working days from the moment your payment clears.
You'll get a confirmation email as soon as you order, and a second email with tracking once your parcel is on its way.
3. Where we ship and how long it takes
We currently ship to the United Kingdom. Your order is dispatched from our international fulfilment partner, so delivery takes longer than a domestic UK order — please factor that in before you buy.
Estimated delivery times, counted from dispatch:
- UK mainland (England, Wales, Scottish lowlands) — 7–12 working days
- Scottish Highlands and Islands, Northern Ireland, Isle of Man, Channel Islands — 9–15 working days
Most orders arrive within two to three weeks of being placed.
4. Delivery cost
Delivery is free across the whole of the United Kingdom. There are no minimum spend requirements and no surcharges for remote postcodes. The price you see at checkout is the price you pay.
5. Customs, duties and VAT
Your order is dispatched from outside the United Kingdom. The price you paid at checkout is the full price of your order.
Charges on delivery are unusual for parcels of this value, but if a carrier ever asks you to pay anything before handing your parcel over, email us a photo of the charge and we'll refund it in full. You won't be out of pocket either way.
6. Tracking your order
Every order ships with tracking. Once your parcel is dispatched we'll email you a tracking link.
It can take 24 to 72 hours after dispatch before the tracking system shows its first scan. This is normal and doesn't mean anything is wrong — the parcel is already moving.
7. Delays
The times above are estimates based on how our routes normally perform. Delays can happen because of customs checks, weather, carrier backlogs during busy periods, or an incorrect delivery address.
If your tracking hasn't updated for more than seven days, or your order has passed the estimated window, email hello@reoviva.com with your order number and we'll chase it for you.
8. Your delivery address
Please check your address carefully before you pay. Once an order is dispatched we usually can't change it.
If you spot a mistake, email us straight away — if we catch it before dispatch we can normally fix it. We can't take responsibility for a parcel delivered to an incorrect address that you gave us.
9. Failed or returned deliveries
If a parcel comes back to us because the address was wrong, because nobody was available to receive it after the carrier's attempts, or because it went unclaimed, we'll contact you.
You can either have it resent, in which case we may ask you to cover the reshipping cost, or cancel the order. If you cancel, we'll refund you less any logistics costs we've already paid.
10. If your order doesn't arrive
Under the Consumer Rights Act 2015, if we haven't delivered your order within 30 days of the contract being formed, you can cancel and get a full refund. That right applies regardless of anything else in this policy.
In practice we'd much rather sort it out — email hello@reoviva.com and we'll either resend or refund, whichever you prefer.
11. Contact
Email: hello@reoviva.com
Hours: Monday to Friday, 09:00 – 17:00 UK time
Response time: under 24 hours on working days