Shipping policy
SHIPPING POLICY
Last updated: 23 September 2026
Thank you for shopping with Rivenor Velow.
This Shipping Policy explains the delivery options, estimated delivery times, order tracking and other important information relating to orders placed through rivenorvelow.store.
By placing an order with us, you agree to this Shipping Policy together with our Terms of Service, Return & Refund Policy and other applicable store policies.
1. Delivery Options
Rivenor Velow currently offers the following delivery options for eligible UK orders:
Express Shipping
Estimated delivery time: 5–8 working days
Cost: Paid shipping
The applicable Express Shipping charge will be clearly displayed during checkout before you complete your purchase.
Standard Shipping
Estimated delivery time: 5–12 working days
Cost: Free
Standard Shipping is available free of charge for eligible orders.
2. Working Days
For the purposes of this Shipping Policy, working days normally mean Monday to Friday, excluding UK public and bank holidays.
Weekends and public holidays are therefore not normally counted when calculating estimated delivery times.
3. Delivery Estimates
The following estimated delivery windows apply:
Express Shipping: 5–8 working days
Standard Shipping: 5–12 working days
Delivery estimates are provided in good faith based on our usual fulfilment and carrier arrangements.
Where a particular delivery period is agreed with you as part of your order, we will take reasonable steps to deliver within that period.
Delivery times may occasionally be affected by circumstances outside our reasonable control.
4. Shipping Costs
Standard Shipping is free.
Express Shipping is a paid service.
The exact cost of Express Shipping will be displayed during checkout before you place your order.
No mandatory delivery charge will be added without being disclosed before you become bound by the purchase.
5. Order Confirmation
After placing your order, you will normally receive an order confirmation at the email address supplied during checkout.
Please review your order information carefully.
If you notice an error in your delivery information, contact us as soon as possible at:
Once an order has entered the fulfilment or delivery process, we cannot guarantee that the shipping address can be changed.
6. Dispatch Confirmation
Where applicable, you will receive confirmation when your order has been dispatched.
The dispatch confirmation may include tracking information where tracking is available for your shipment.
Please allow some time for a newly issued tracking number to become active within the carrier's system.
7. Tracking Your Order
Where tracking is available, customers may use the tracking information provided after dispatch to follow the progress of their order.
Tracking updates are supplied by the relevant delivery carrier and may not always appear immediately.
A temporary lack of tracking updates does not necessarily mean that the parcel is lost.
If you experience a prolonged issue with your tracking information, please contact:
8. Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please ensure that you provide all necessary address information, including where applicable:
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full recipient name;
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house or flat number;
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street name;
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town or city;
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county where relevant; and
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postcode.
Rivenor Velow cannot guarantee changes to an address after an order has been processed or dispatched.
Where a delivery problem is caused by an error on our part, your statutory rights remain unaffected.
9. Incorrect or Incomplete Addresses
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, please contact us so that we can determine what options are available.
Any additional delivery charge will only be applied where it is lawful, reasonable and has been appropriately disclosed or agreed.
We will not impose charges that consumers are not legally required to pay.
10. Delivery Attempts
The carrier may make one or more delivery attempts depending on its own delivery procedures.
If nobody is available to receive the parcel, the carrier may:
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attempt delivery again;
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leave instructions for redelivery;
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deliver the parcel to an authorised collection point; or
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return the parcel to the sender.
The options available will depend on the carrier and delivery service used.
11. Uncollected Parcels
Customers should follow any collection or redelivery instructions provided by the carrier.
If a parcel is returned because it was not collected, please contact us at:
We will review the circumstances and explain the available options.
Failure to collect a parcel does not automatically remove statutory consumer rights.
12. Safe Places and Delivery Instructions
Where a carrier allows customers to nominate a safe place, neighbour or alternative delivery option, customers should carefully consider the security of the chosen location.
Responsibility for the goods will be determined in accordance with applicable UK consumer law.
Nothing in this section transfers risk to the customer earlier than permitted by law.
13. Risk During Delivery
Where Rivenor Velow arranges the delivery of goods to a consumer, the goods generally remain at our risk until they come into the physical possession of:
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you; or
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a person identified by you to receive the goods.
Different rules may apply if you independently arrange delivery using a carrier that was not offered by Rivenor Velow.
14. Delayed Orders
Although we aim to deliver orders within the stated delivery windows, occasional delays may occur.
Possible causes can include:
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unusually high order volumes;
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carrier disruption;
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severe weather;
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transport disruption;
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public holidays;
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technical or logistical difficulties; or
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other circumstances outside our reasonable control.
If your order has not arrived within the expected delivery period, please contact:
We will investigate the status of the shipment.
15. Your Rights if Delivery Is Late
Your statutory consumer rights relating to late delivery remain unaffected.
Where goods are not delivered within an agreed delivery period, you may have remedies under applicable UK consumer law.
Depending on the circumstances, this may include the right to require delivery within an additional appropriate period or, in certain circumstances, to end the contract.
Where delivery by a particular date or within a particular period was essential and the applicable legal requirements are satisfied, additional rights may apply.
Nothing in this Shipping Policy limits those statutory rights.
16. Maximum Delivery Requirements
Where no specific delivery period has been agreed between a trader and consumer, UK consumer law generally requires goods to be delivered without undue delay and, in any event, within 30 days after the contract is entered into.
Where Rivenor Velow provides and agrees a specific delivery period with you, that agreed delivery period will apply subject to applicable consumer law.
17. Lost Parcels
If you believe your parcel has been lost in transit, please contact us at:
We may investigate the shipment with the delivery carrier.
Where goods remain at our risk under applicable consumer law, we will provide the remedy required by law if the carrier confirms that the parcel has been lost or if the circumstances otherwise establish non-delivery.
Customers will not be required to bear a loss for which Rivenor Velow remains legally responsible.
18. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, include:
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your order number;
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a description of the damage;
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photographs of the external packaging; and
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photographs of the affected product.
Photographs help us investigate damage with the carrier but will not be used to unlawfully restrict your statutory rights.
Your rights in relation to damaged or faulty goods are explained further in our Return & Refund Policy.
19. Incorrect Items
If you receive an item that you did not order, please contact:
Where the error was made by Rivenor Velow, we will provide an appropriate solution and will not require you to bear reasonable costs resulting from our mistake where the law requires us to cover them.
20. Multiple-Item Orders
Orders containing multiple products may, where reasonably necessary, arrive in more than one parcel.
Where this occurs, tracking information may be provided separately for each shipment.
Receiving one parcel does not necessarily mean that all items in your order have been delivered.
21. Delivery Availability
Delivery options available to you will be displayed during checkout.
Certain delivery services may not be available for every postcode, product type or destination.
Where a delivery method is unavailable, it will not knowingly be represented as available for an eligible order.
22. UK Delivery
Rivenor Velow primarily serves customers in the United Kingdom.
Delivery availability for particular UK regions or postcodes will be shown during checkout where applicable.
Additional restrictions imposed by carriers may apply to certain remote locations.
Any applicable mandatory delivery charges will be disclosed before the customer places the order.
23. Customs and Import Charges
For orders delivered entirely within the United Kingdom where no import procedure applies to the customer, no separate customer import charge should arise merely from the domestic delivery.
If Rivenor Velow later offers international delivery, any applicable customs duties, import taxes or other cross-border charges will be explained in accordance with applicable requirements before purchase where required.
24. Returns
Shipping an order to you and returning an order are separate processes.
For information about:
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statutory cancellation rights;
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change-of-mind returns;
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faulty products;
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return shipping costs; and
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refunds,
please review our Return & Refund Policy.
25. Refund of Delivery Charges
Where a consumer validly exercises a statutory cancellation right, any refund of initial delivery charges will be handled in accordance with applicable UK law and our Return & Refund Policy.
Where the customer selected a more expensive delivery method than our least expensive standard delivery option, we are generally not required to refund the additional amount paid for the upgraded service.
26. Events Outside Our Reasonable Control
Rivenor Velow will take reasonable steps to fulfil orders despite disruptions outside our reasonable control.
Where such circumstances cause a significant delay, we will continue to respect any statutory rights available to customers regarding delivery and cancellation.
This section does not exclude or restrict any liability or consumer remedy that cannot lawfully be excluded.
27. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect:
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changes to delivery services;
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carrier arrangements;
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operational changes; or
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changes in applicable law.
Updates will be published on rivenorvelow.store with the revised effective date.
Changes will not retrospectively remove rights already applicable to an existing order.
28. Contact Us
For questions about shipping, delivery, tracking, delayed orders or missing parcels, contact:
Rivenor Velow
Website: rivenorvelow.store
Email: costumer@rivenorvelow.store
When contacting us about an existing order, please include your order number where available.
RIVENOR VELOW DELIVERY OPTIONS
EXPRESS SHIPPING
5–8 working days
Paid shipping
STANDARD SHIPPING
5–12 working days
Free shipping
Last updated: 23 September 2026