Shipping policy

Overview

At Viltara, we ship worldwide from a network of regional warehouses so your order reaches you as quickly and reliably as possible. This policy explains where we ship, how long delivery takes, what shipping costs to expect, and how to track your order. Please read it alongside our Refund & Return Policy.

At a glance:

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1. Where We Ship

We ship worldwide. Shipping costs are calculated based on your delivery address and are shown at checkout before you pay.

2. Processing & Handling Time

Orders are processed within 2–3 business days. Orders placed before 2:00pm GMT on a business day begin processing the same day; orders placed after 2:00pm GMT, at weekends, or on public holidays begin processing the next business day. Once your order is dispatched, you'll receive a confirmation email containing a tracking number and a link to the courier's website.

3. Estimated Delivery Times

• From your nearest warehouse: approximately 3–10 business days.
• From an international warehouse: approximately 7–20 business days, depending on your location.
• Pre-order / made-to-order items: produced on demand and may take up to approximately 45 business days to ship.

Delivery estimates are measured from the date of dispatch and may vary due to customs processing, courier delays, or peak periods.

4. Shipping Costs

• Free shipping on all orders over £100.
• For orders under £100, a shipping fee applies. This is calculated based on the items in your order and your delivery location, and is shown at checkout before you pay.
• Heavy and fragile items may carry an additional shipping surcharge, calculated on a per-item basis. These items are not eligible for free shipping, and any surcharge is displayed at checkout.

5. Order Tracking

You can track your order in two ways:

1. Use the tracking link in your shipping confirmation email, or
2. Log in to your account, go to My Orders, and select the tracking link for your order.

If part of your order arrives separately, check your confirmation email to see whether items were dispatched from different warehouses. If you have any concerns, contact us with your order number and we'll investigate promptly.

6. Where We Ship From

Our warehouses are located in the USA (Pennsylvania & Nevada), Canada, Australia, Germany, Dubai, Hong Kong, and the United Kingdom. We dispatch from the location nearest you wherever possible. If your nearest warehouse is out of stock, we may ship your order from another location to avoid delays.

7. Customs, Duties & Taxes (International Orders)

For deliveries outside the United Kingdom, import duties, taxes, or customs fees may apply on arrival. These are determined by the destination country and are the responsibility of the recipient.

8. Address Accuracy

Please ensure that you provide a complete and accurate shipping address during checkout. We will not be responsible for packages lost, misplaced, or returned due to incorrect or incomplete address details. If you need to modify your shipping address after placing an order, contact us immediately at support@viltara.com or through our website's "Contact Us" page.

9. Unforeseen Delays

In rare cases, shipments may experience delays beyond our control. We will make every effort to inform you promptly of any unexpected disruptions or carrier-related issues and work with you to resolve the matter as efficiently as possible.

10. Customer Support

Our commitment to customer satisfaction extends beyond the shipping process. If you have any questions, concerns, or require additional shipping information, please reach out to us at support@viltara.com or via our "Contact Us" page. We strive to respond promptly to all inquiries.

11. Contact Us

Viltara 10 Burnham House, Chantry Close, Yiewsley, London, United Kingdom Email: support@viltara.com Phone: +44 7417 532034 Hours: 9:00am – 6:00pm, Monday to Sunday