Shipping Policy

Shipping Policy — United Kingdom & European Union

At Aptelior, we keep delivery simple, transparent and reliable. All orders include free tracked delivery and email updates every step of the way. This policy covers deliveries within the United Kingdom and the European Union and does not affect your statutory rights.

1) Where We Deliver

  • United Kingdom: England, Scotland, Wales and Northern Ireland.
  • European Union: Portugal and Spain.
  • Remote areas: Highlands, islands and outlying postcodes may take slightly longer.
  • PO Boxes: Not available for bulky or fragile parcels.

2) Delivery Options & Times

  • Standard Free Delivery (UK & EU): typically 7–15 working days after dispatch.
  • Order Processing: 1–2 working days to prepare and hand over your parcel to the carrier.
  • Carriers: we partner with trusted logistics providers — including Royal Mail, Evri, DPD, DHL, CTT, Correos, GLS and Poste Italiane — depending on destination and parcel size.
  • Public holidays: deliveries pause on national holidays and resume the next working day.

3) Tracking

  • You will receive a tracking link by email as soon as your parcel ships.
  • You can also check live status anytime on our Track Order page.
  • If multiple items are ordered, they may be shipped separately for faster delivery — each parcel will have its own tracking number.

4) Missed or Delayed Delivery

  • If you miss a delivery, the carrier will attempt re-delivery or leave collection instructions.
  • If your tracking shows no movement for more than 7 days, please contact us — we will liaise with the carrier to resolve the issue.
  • Parcels returned to sender due to an incorrect address can be re-sent once the address is corrected (additional shipping fees may apply).

5) Customs, VAT & Duties

  • United Kingdom: all prices include UK VAT. Orders are shipped on a DDP (Delivered Duty Paid) basis — you will not be asked to pay extra taxes or duties upon delivery.
  • European Union: prices include VAT for your delivery country, in line with EU OSS (One Stop Shop) rules. Orders are also shipped on a DDP basis, meaning no import fees or customs charges at delivery.

6) Address Changes

If you need to correct your delivery address, please contact us within 12 hours of placing your order. We cannot change addresses after the parcel has been dispatched.

7) Damaged or Lost Parcels

  • If your parcel arrives visibly damaged, please email photos of the packaging and the product within 48 hours.
  • If a parcel is lost in transit, we will work with the carrier to investigate and, if confirmed, arrange a replacement or refund.

8) Returns

For returns, exchanges or faulty items, please refer to our Refund & Returns Policy for step-by-step guidance and timelines.

9) Need Help?

Our support team is always here to help. Contact us anytime at support@aptelior.com.

Last updated: 01 Oct 2025