Shipping policy
This Shipping Policy explains how Altovaire™ processes and delivers orders placed through our online store. Please read this Policy carefully before placing an order.
Delivery Areas
We deliver to the countries and regions made available for selection during the checkout process.
Although we aim to ship worldwide, delivery to certain regions may not be possible due to shipping carrier availability, legal restrictions, customs regulations, or restrictions relating to particular products.
If no shipping option is displayed after you enter your address at checkout, we are currently unable to deliver the order to that address.
Shipping Costs
Shipping costs are based on the subtotal of your order after discounts have been applied and before taxes are added.
Order value: €0.00 – €29.99 → Worldwide Standard Shipping: €9.99
Order value: €30.00 and above → Worldwide Standard Shipping: Free
Shipping costs are stated in EUR unless another currency is displayed at checkout.
The shipping cost shown at checkout is the shipping charge that applies to your order.
Customs duties, import taxes, and handling fees are not included in the shipping costs unless they are expressly stated as included or are collected during the checkout process.
Order Processing Time
Orders are normally processed within 1–2 business days after successful payment authorisation.
Processing time is separate from delivery time and does not include weekends or public holidays.
Orders placed outside our regular processing days will generally be processed on the next business day.
During periods of particularly high order volumes, product launches, or where additional order verification is required, processing may take longer.
If a different processing time is stated on a product page or at checkout, the processing time shown for the relevant product or order will take priority.
Estimated Delivery Time
After your order has been dispatched, the estimated delivery time is:
7–14 business days
Delivery times may vary depending on the destination country, shipping carrier, customs clearance, local delivery conditions, and seasonal demand.
Order processing time must be added to the stated delivery time.
All delivery dates and timeframes are provided in good faith but are estimates only.
They are not guaranteed delivery dates unless we have expressly confirmed a guaranteed delivery date to you in writing.
For consumers in the United Kingdom: unless a different delivery period has been expressly agreed, we will deliver your order without undue delay and no later than 30 days after the contract is concluded.
Where mandatory consumer protection rules apply in another country, your rights under those rules remain unaffected.
Order Confirmation and Tracking
After placing your order, you should receive an order confirmation at the email address you provided during the checkout process.
Once your order has been dispatched, we will send you a shipping confirmation.
Where tracking is available, the shipping confirmation will include your tracking information or a link that allows you to track the status of your delivery.
Please note that tracking information may not become active immediately after dispatch.
Please allow the shipping carrier sufficient time to scan the parcel and register it in its system.
Incorrect or Incomplete Delivery Addresses
Please carefully check your name, delivery address, postcode, and contact details before submitting your order.
If you notice an error, please contact us as soon as possible at:
Please provide your order number together with the correct details.
We cannot guarantee that a delivery address can be changed after an order has already been processed or dispatched.
If a parcel is returned because the delivery address provided by the customer was incorrect or incomplete, reasonable reshipping costs may apply where permitted by law.
This does not apply where the error in the delivery address was caused by us.
International Customs Duties, Charges, and Taxes
International orders may be subject to import VAT, customs duties, customs clearance charges, brokerage fees, or other charges imposed by the destination country.
If we are required to collect taxes or duties during the checkout process, these charges will be shown to you before you complete your purchase.
Charges that are not collected during checkout may need to be paid directly by the recipient to the relevant customs authority, postal service, or shipping carrier.
We have no control over charges imposed by authorities in the destination country and cannot determine their amount in advance.
The recipient is responsible for paying any applicable charges that have not already been collected by us and for complying with the import regulations of the destination country.
Customs inspections and clearance procedures may cause additional delivery delays.
Such delays are outside the shipping carrier's normal delivery timeframe.
Deliveries in Multiple Packages
An order containing multiple products may be shipped in several separate packages or from different shipping or logistics locations.
In such cases, the packages may arrive on different days and you may receive multiple shipping confirmations or tracking numbers.
You will not be charged additional shipping costs simply because we have divided an order into multiple packages.
Delayed Orders
If we become aware of a significant delay affecting your order, we will contact you using the contact details provided during the checkout process and, where possible, provide an updated estimated delivery date.
A parcel is not automatically considered lost simply because it has not arrived within the originally estimated delivery timeframe.
High shipping carrier workloads, customs clearance, extreme weather conditions, public holidays, or local delivery disruptions may cause additional delays.
If your tracking status has not updated for an extended period or your order has not arrived within a reasonable period after the estimated delivery date, please contact us at:
Please provide your order number and delivery postcode so that we can investigate the matter.
Nothing in this section restricts your statutory rights in relation to delayed or failed delivery.
Orders Marked as Delivered but Not Received
If tracking shows that your order has been delivered but you cannot locate the parcel, please take the following steps:
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Check possible safe places around the delivery address.
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Ask other members of your household, reception staff, or neighbours whether they accepted the parcel.
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Review the tracking information for delivery photographs or notes from the shipping carrier.
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Contact us promptly if the parcel still cannot be located.
We will work with the shipping carrier to try to determine the whereabouts of the parcel.
Where necessary, we may ask you to provide information reasonably required by the shipping carrier for its investigation.
Lost or Damaged Orders
Please contact us promptly if your order arrives damaged, contains damaged products, or appears to have been lost during transit.
For damaged deliveries, please keep the product and packaging and send us clear photographs of:
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the damaged product,
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the outer packaging,
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the shipping label,
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and any visible damage to the parcel.
This information helps us investigate the incident and determine an appropriate solution.
Where applicable consumer protection law applies, we bear the risk for the goods until they come into your physical possession or the possession of a person designated by you to receive them.
An exception may apply where you independently arranged a shipping carrier that we did not offer to you as a delivery option.
Returns and Refunds
This Shipping Policy does not replace our Return and Refund Policy.
Information concerning cancellations, returns, exchanges, faulty products, and refunds can be found in the Return and Refund Policy available on our website.
Nothing in this Shipping Policy or our Return and Refund Policy restricts your statutory consumer rights.
Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our delivery services, arrangements with shipping carriers, shipping costs, legal requirements, or business practices.
The current version will be published on our website with an updated “Last Updated” date.
Changes to this Policy will not retrospectively restrict rights that already apply to an order accepted by us.
Contact
If you have questions about shipping or an existing order, please contact us at:
Email: info@altovaire.com
When contacting us regarding an existing order, please provide your order number and delivery postcode.