FAQs — Orders & Delivery
Quick answers to common questions about ordering, delivery and tracking with Aptelior. If you can’t find what you need, reach us anytime at support@aptelior.com.
Which countries do you deliver to? ➜
We deliver exclusively to the following markets:
- 🇦🇺 Australia
- 🇫🇷 France
- 🇮🇹 Italy
- 🇮🇪 Ireland
- 🇩🇪 Germany
- 🇨🇦 Canada
- 🇲🇿 Mozambique
- 🇵🇹 Portugal
- 🇪🇸 Spain
- 🇬🇧 United Kingdom
- 🇺🇸 United States
We do not deliver to countries outside this list.
How long does delivery take? ➜
Processing time: 1–2 working days before dispatch.
Estimated delivery times after shipping:
- Portugal & Spain: 7–12 working days
- France, Italy, Germany, Ireland: 8–15 working days
- United Kingdom: 7–12 working days
- USA & Canada: 7–15 working days
- Australia: 10–20 working days
- Mozambique: 12–25 working days
Remote or rural regions may require additional time.
Which carriers do you use? ➜
We partner with reliable international carriers including Royal Mail, DPD, DHL, CTT, Correos, GLS, UPS, USPS and FedEx. Carriers are selected automatically based on destination and parcel size.
How do I track my order? ➜
When your order ships, you’ll receive an email with a tracking link. You can also track your parcel anytime on our Track Order page.
Why did I receive my order in multiple parcels? ➜
To ensure faster delivery, some items may ship separately from different warehouses. Each parcel will have its own tracking number.
I missed the delivery — what should I do? ➜
If you miss your delivery:
- The carrier may attempt redelivery
- Or provide pickup/collection instructions
- Or allow rescheduling via their tracking portal
If your tracking shows no movement for more than 7 days, contact us so we can follow up with the carrier.
Can I change my address or cancel my order? ➜
You can request address changes or cancellations within 12 hours of placing your order. After dispatch, modifications are no longer possible.
Please ensure your address is complete and correct — delivery issues caused by incorrect information are the customer’s responsibility.
Are VAT and duties included? ➜
Yes. Prices shown at checkout include applicable VAT or local tax. Most shipments are Delivered Duty Paid (DDP), meaning you will not be charged extra fees upon delivery.
If local customs require additional duties (rare), the carrier will contact you before delivery.
What if my item arrives damaged or faulty? ➜
Email us within 48 hours with your order number and photos of the issue. We’ll arrange a repair, replacement or refund according to our Return Policy.
What are your delivery days? ➜
Deliveries usually occur Monday–Friday. Saturday delivery availability varies by carrier and region. Public holidays may add 1–2 working days to normal timeframes.
Can the driver leave my parcel in a safe place? ➜
Yes — most carriers allow safe-place delivery options via their tracking portal. Once a parcel is marked as “delivered” to your chosen safe place, responsibility transfers to the customer.
What payment methods do you accept? ➜
We accept major debit/credit cards and digital wallets including Apple Pay, Google Pay, Shop Pay and PayPal. Availability may vary by region.
Can I get a VAT invoice? ➜
Yes — simply reply to your order confirmation email or contact us with your order number. We’ll send your VAT invoice within 3–5 working days.
