Order processing

Most orders are prepared for dispatch within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday and exclude UK public holidays. Orders placed during weekends, public holidays or high-volume promotional periods may begin processing on the next business day.

Processing may take longer where:

• Payment requires additional verification.
• The delivery address is incomplete or unclear.
• The order contains multiple products or fulfilment locations.
• A product is subject to an availability issue.
• Unusually high order volumes affect fulfilment time.

You will receive an order confirmation after checkout. A separate dispatch notification will normally be sent when the order leaves the fulfilment facility.

Shipping charges

Available shipping methods and charges are calculated and displayed during checkout after the delivery destination has been entered.

Shipping costs may depend on:

• The delivery country or region.
• The selected delivery service.
• The contents, weight or value of the order.
• Any active free-shipping or promotional offer.

Review the complete order total before submitting payment. Shipping promotions may be subject to qualifying order values, destinations, products or promotional periods.

Delivery destinations

Qoravela ships to the countries and regions available during checkout.

If no shipping method appears after a complete delivery address has been entered, we may not currently be able to deliver to that destination.

We may be unable to deliver to certain restricted locations, freight-forwarding addresses, PO boxes or regions where carriers cannot provide a reliable service.

Delivery options may be changed or withdrawn where required by carrier restrictions, sanctions, customs requirements or operational conditions.

Tracking your order

When tracking is available, a shipping confirmation email will normally contain a tracking number or tracking link.

Tracking may require 24–72 hours to display its first carrier scan. Tracking may also update less frequently while an international parcel is moving between countries or undergoing customs processing.

Delivery address information

Customers are responsible for entering a complete and accurate delivery address during checkout.

Before completing an order, check:

• The recipient’s full name.
• The building or house number.
• The street name.
• The apartment, unit or floor number where applicable.
• The city, region and postal code.
• The destination country.
• A valid telephone number and email address.

Contact us immediately if an address needs to be corrected. We will try to update it before dispatch, but changes cannot be guaranteed after processing has begun.

Split shipments

An order containing multiple products may be dispatched in more than one parcel when products are stored or processed at different fulfilment locations.

Parcels from the same order may arrive on different dates and may have separate tracking numbers.

You will not be charged an additional shipping fee solely because we divide an order into multiple shipments, unless an additional service was separately selected or agreed.

Delays and estimated delivery dates

Delivery periods shown on this page and during checkout are estimates. A delay may occur because of:

• Customs inspection or border processing.
• Severe weather or natural events.
• Public holidays or peak shopping periods.
• Carrier capacity or transport disruption.
• Local delivery restrictions.
• Incorrect or incomplete delivery information.
• Events outside our reasonable control.

If an order has not arrived within its estimated delivery period, review the tracking information and contact our customer support team.

For UK consumer orders, unless another delivery period has been expressly agreed, goods will be delivered without undue delay and within the legally applicable period.

Customs duties and import taxes

International shipments may be subject to customs duties, import taxes, VAT, handling charges or clearance fees imposed by the destination country.

Unless checkout expressly states that duties and taxes are included, these charges may be payable by the recipient and are not included in the product price or shipping charge collected by Qoravela.

Customs authorities and carriers determine whether charges apply and the amount payable. Qoravela does not control these assessments or the time required for customs clearance.

Refusing a parcel because of unpaid customs charges may result in return costs or other charges being deducted from a refund where legally permitted.

Tracking shows delivered, but the parcel is missing

If tracking shows that an order has been delivered but you cannot locate it:

1. Check around the delivery location and any designated safe place.
2. Ask household members, neighbours or building reception staff.
3. Review any delivery photograph or carrier notification.
4. Contact the carrier for additional delivery information.
5. Contact Qoravela if the parcel still cannot be located.

When contacting us, include your full name, order number, delivery address and tracking number so that we can review the shipment.

Lost, damaged or incomplete shipments

Contact us promptly if:

• The parcel does not arrive within a reasonable period.
• The parcel arrives visibly damaged.
• An item is missing from the shipment.
• You receive a product that you did not order.

Please retain the packaging and provide:

• Your order number.
• A description of the issue.
• Clear photographs of the parcel and products.
• A photograph of the shipping label.
• Any relevant carrier communication.

We may need to open an investigation with the carrier or fulfilment provider before confirming the appropriate remedy.

Failed delivery and returned parcels

A carrier may return a parcel to the sender because:

• The address is incorrect or incomplete.
• Delivery was refused.
• The recipient did not collect the parcel.
• Required customs charges were not paid.
• The carrier could not access the delivery location.

If a parcel is returned to us or a fulfilment partner, contact customer support. Depending on the circumstances, we may offer redelivery or process an eligible refund after the parcel is received and inspected.

Where permitted by law, original shipping charges, return-to-sender costs or redelivery charges may be deducted where the failed delivery resulted from an incorrect address, refusal, non-collection or unpaid import charges.

Delivery responsibility and risk

Qoravela remains responsible for fulfilling the order until the goods are delivered to you or to a person identified by you to receive them, subject to applicable law.

If a shipment is delayed, lost or damaged while being delivered by a carrier arranged by Qoravela, contact us so that we can review the issue and provide an appropriate remedy.

This Shipping Policy does not limit any mandatory consumer rights available under applicable law.