FAQs — Orders & Delivery
Quick answers to common questions about ordering, shipping and tracking with Aptelior. If you can’t find what you need, email support@aptelior.com.
Which countries do you deliver to?
We currently deliver to the United Kingdom, Portugal and Spain. More EU countries coming soon.
How long does delivery take?
Handling time: 1–2 working days.
Standard delivery (Europe-wide): usually 7–15 working days after dispatch, depending on the product and your location. Remote areas may take a little longer.
Which carriers do you use?
We select the best option automatically based on parcel size and destination:
- UK: Royal Mail, Evri, DPD, Yodel
- Portugal: CTT, DPD
- Spain: Correos, SEUR, MRW
- Italy: Poste Italiane, SDA, BRT, GLS
- Germany: DHL, Deutsche Post, Hermes, DPD
How do I track my order?
We email your tracking link when the parcel ships. You can also check status anytime on our Track Order page.
Why did I receive items in separate parcels?
To deliver faster, items may ship from different facilities or at different times. You’ll receive individual tracking links for each parcel.
I missed the delivery — what happens now?
Carriers usually attempt re-delivery or leave collection instructions. If your tracking shows no movement for 7 days, contact us and we’ll investigate.
Can I change my address or cancel my order?
Contact us within 12 hours of placing the order and we’ll do our best to help. We can’t amend or cancel after dispatch.
You still have a 14-day statutory right of withdrawal/cancellation after delivery (UK & EU). See our Refund & Returns Policy.
Are VAT and duties included?
Prices shown at checkout include VAT for the delivery country (UK/EU markets we serve). Most orders are shipped on a DDP (Delivered Duty Paid) basis so you won’t be charged extra taxes or duties on delivery. If an exception applies for a specific item, we’ll let you know before shipping.
What if my item arrives damaged or faulty?
Please email photos and your order number within 48 hours of delivery. Faulty/incorrect items are covered — we’ll repair, replace or refund as set out in our Refund & Returns Policy.
What are your delivery days?
Weekdays as standard; Saturday deliveries are available in many areas (carrier dependent). Public holidays may add 1–2 days.
Can the driver leave my parcel in a safe place?
You can add delivery instructions on the carrier’s tracking page. Note: once a parcel is marked delivered to your chosen safe place, responsibility passes to the recipient.
What payment methods do you accept?
Major debit/credit cards and digital wallets via Shopify Payments (e.g., Apple Pay, Google Pay, Shop Pay). Options may vary by country.
Can I get a VAT invoice?
Yes — reply to your order email or contact support@aptelior.com and we’ll provide a VAT invoice for your order.
Need more help? We’re here: support@aptelior.com