Shipping policy

This policy explains where we deliver, how long delivery takes, what it costs and what happens if something goes wrong. It forms part of our Terms of service.

Where we deliver

We deliver to addresses in the United Kingdom, every European Union member state, the United States and Canada. Checkout only accepts delivery addresses in these countries. We cannot deliver to parcel forwarding services in countries outside this list.

Dispatch

Orders are packed and dispatched from our address in the West Midlands, United Kingdom, within 1–3 business days of payment (Monday to Friday, excluding UK public holidays). Orders placed after 14:00 UK time on a Friday, or at the weekend, are processed from the next business day. We email you when your order is dispatched, with the carrier’s tracking link.

Delivery times and costs

Every order is sent by tracked standard delivery. Times below are counted from dispatch and are estimates given by our carriers; they are not guaranteed.

The delivery cost is charged once per order and is shown in your chosen currency in your bag and at checkout, before you pay. We do not currently offer free delivery or express services.

Import duties and taxes

Our prices do not include import duties or taxes charged by the destination country. For deliveries outside the United Kingdom, the recipient is the importer and is responsible for any import duties, import VAT or sales taxes and carrier handling fees charged on arrival (Delivered At Place). Charges depend on your country’s rules and the value of the order:

• European Union: import VAT applies to all goods imported from the UK; customs duty may also apply. The carrier usually collects these before delivery.
• United States: duties may apply to imported goods regardless of value; the carrier may collect them before delivery.
• Canada: GST/HST and any duties may be collected by the carrier on delivery.

If a parcel is refused because charges were not paid, we refund the price of the goods once the parcel is returned to us, less the original delivery cost and any return charge applied by the carrier.

Tracking

You can follow your parcel with the link in your dispatch email, or on our Track an order page using your order number and email address.

Delays, loss and damage

If your parcel has not arrived within 10 business days after the latest estimated date, or the tracking has not updated for 7 business days, contact us at support@rovelyn.shop. We will open an investigation with the carrier and, if the parcel is confirmed lost, send a replacement or give you a full refund, including delivery.

If your order arrives damaged, please email us within 14 days of delivery with your order number and photos of the parcel and the piece. We will replace it or refund it in full, including delivery.

Delivery address

Please check your address carefully at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange re-delivery at your cost, or refund the goods less the original delivery charge.

Risk and ownership

The goods are your responsibility from the time they are delivered to the address you gave us. Ownership of the goods passes to you once we have received payment in full.

Questions

Email support@rovelyn.shop or call +44 7877 740352, Monday to Friday, 9:00–17:00 UK time.