Shipping policy

Vitova — Shipping Policy

Last updated: 27 May 2026

This Shipping Policy explains where we deliver, how much it costs, how long it takes, and what to do if there's a problem with your delivery. It forms part of our Terms of Service.

1. Where we ship

We currently deliver to addresses within the United Kingdom only — including England, Scotland, Wales, and Northern Ireland.

We do not currently ship to the Channel Islands, Isle of Man, BFPO addresses, or international destinations. We will expand to the EU and other markets in due course — sign up to our newsletter to be notified.

2. Shipping rates

Order value Delivery Cost
Under £30 Standard delivery (2-3 working days) £3.95
£30 and over Standard delivery (2-3 working days) Free

All rates are calculated at checkout based on your basket total before any discount codes are applied.

3. Delivery service

Orders are dispatched from our UK fulfilment centre, typically within 1–2 business days. Standard UK delivery takes 3–5 business days via our trusted courier partners. You'll receive tracking details by email once your order ships.

4. Order processing and dispatch times

  • Orders placed before 2:00 PM (UK time) on a working day are processed the same day.

  • Orders placed after 2:00 PM, or on weekends and public holidays, are processed on the next working day.

  • "Working day" means Monday to Friday, excluding UK bank holidays.

5. Estimated delivery times

Standard delivery typically arrives 2-3 working days after dispatch.

Please note: these are estimates provided by our courier, not guarantees. Occasional delays can occur during peak periods, public holidays, or due to events outside our control.

6. Pre-order items

Some products on our Website may be available for pre-order before stock is in our warehouse. Pre-order items display an expected dispatch date on the product page.

  • Your card is charged at the time you place a pre-order.

  • Pre-order items ship as soon as stock arrives — we will email you when your order is dispatched.

  • If the expected dispatch date changes by more than 14 days, we will notify you and offer a full refund if you no longer wish to wait.

7. Tracking your order

Once your order has been dispatched, you will receive an email with a tracking link. Please allow up to 24 hours for tracking information to update after dispatch.

If your tracking has not updated for 5 working days or more after dispatch, please contact us at hello@vitova.co.uk with your order number and we will investigate.

8. Delivery problems

Order not received

If your order has not arrived within 10 working days of dispatch, email hello@vitova.co.ukwith your order number. We will work with the courier to locate your parcel or arrange a replacement / refund.

We cannot consider a parcel lost until 10 working days have passed from dispatch, as Royal Mail and most couriers do not classify items as lost before this point.

Damaged on arrival

If your parcel arrives visibly damaged, or the seal on the inner pouch has been broken in transit, please:

  1. Photograph the damage before opening any further packaging.

  2. Email hello@vitova.co.uk within 48 hours of delivery with your order number and the photo.

  3. We will arrange a replacement at no cost, or a full refund — your choice.

Wrong item received

If we send you the wrong product, email hello@vitova.co.uk within 30 days of delivery with your order number and a photo of the item you received. We will arrange the correct item to be sent and provide a prepaid return label for the incorrect item.

9. Incorrect or incomplete addresses

Please double-check your delivery address at checkout. We are not responsible for delays, non-delivery, or additional shipping costs caused by an incorrect or incomplete address provided by the customer.

If a parcel is returned to us by the courier because of an undeliverable address, we will contact you to arrange redelivery. The cost of redelivery (£2.99) will be charged to you.

10. Failed delivery / unclaimed parcels

If a courier is unable to deliver your parcel and it is returned to us as undeliverable (e.g., not collected from a Royal Mail collection point), we will:

  • contact you to arrange redelivery (charged at £3.95), or

  • refund you for the goods. Original shipping is not refunded in this case as the service was attempted in full.

11. Customs and import duties

As we currently ship within the UK only, no customs duties or import VAT apply to orders.

12. Returns and refunds

Returns, refunds and cancellation rights are set out separately in our Refund & Returns Policy.

13. Contact

For any shipping queries:

Vitova Health Ltd
Email: hello@vitova.co.uk
Registered office: 21 Aldenham Close, Bedford MK41 0SQ, United Kingdom
Companies House number: 17201398