Shipping policy

SHIPPING POLICY

SHOPPING WITH SOVEIRA

Found a SOVEIRA product you love? Select your preferred option and click “Add to cart”.

You can continue shopping and return to your basket at any time by clicking the basket icon in the top right corner. Please note that adding an item to your basket does not reserve it.

When you are ready to complete your order, open your basket and check that your items and quantities are correct. Click “Proceed to checkout” and enter your contact, delivery and payment details.

CHANGING OR CANCELLING AN ORDER

If you have entered the wrong address, selected the wrong product or made another mistake, please contact us through our Contact Us page as soon as possible.

We accept requests to change or cancel an order within 24 hours of it being placed. However, we cannot guarantee that changes will still be possible once your order has entered processing or has been dispatched.

FREE SHIPPING

SOVEIRA offers free standard shipping on all orders. There are no additional standard delivery charges at checkout.

ORDER PROCESSING

We aim to process orders within 1 to 3 working days. Orders placed during weekends or UK public holidays will normally begin processing on the next working day.

During launches, promotions and particularly busy periods, processing may take slightly longer. Once your order has been dispatched, you will receive a confirmation email containing your tracking details.

TRACKING YOUR ORDER

All SOVEIRA orders are sent with tracking.

Once your parcel has been dispatched, we will email you a tracking link so you can follow its progress. Please allow up to 48 hours for the tracking information to become active after receiving your dispatch confirmation.

If your tracking link has not updated for several working days, please contact us through our Contact Us page.

ESTIMATED DELIVERY TIME

Our estimated delivery time is 5 to 12 working days after your order has been processed and dispatched.

Some SOVEIRA products may be sent directly from one of our international fulfilment centres. Delivery times are estimates and may occasionally be affected by courier disruptions, public holidays, severe weather or customs inspections.

If your order contains multiple items, they may arrive in separate parcels. You will not be charged extra shipping fees when this happens.

DELIVERY ATTEMPTS

If nobody is available to receive your parcel, the courier may leave it in a designated safe place, attempt delivery again or take it to a nearby collection point.

Please check your tracking information for the most recent delivery instructions. Parcels may only be held at a collection point for a limited period before being returned to the sender.

If you have not received a delivery notice, please contact the courier directly using the information shown on your tracking page. You can also contact SOVEIRA through our Contact Us page if you need further assistance.

INCORRECT DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your address carefully before completing checkout. If you notice an error after placing your order, contact us immediately. We will do our best to correct it, but we cannot guarantee that changes will be possible once processing has started.

If a parcel is returned because an incorrect or incomplete address was provided, additional delivery charges may apply before the parcel can be sent again.

PARCEL MARKED AS DELIVERED BUT NOT RECEIVED

If your tracking information shows that your parcel has been delivered but you cannot find it, please first check:

Your designated safe place

Other members of your household

Your neighbours

Your building reception or concierge

Any delivery photograph or instructions provided by the courier

If you are still unable to locate your parcel, contact us through our Contact Us page within 14 days of the stated delivery date.

We will contact the courier and open an investigation where appropriate. SOVEIRA will remain your point of contact while the investigation is taking place. If the parcel cannot be confirmed as correctly delivered, we will provide an appropriate solution in accordance with your statutory consumer rights.

LOST OR DELAYED PARCELS

If your parcel appears to be lost or has not arrived within the expected delivery period, please contact us through our Contact Us page.

We may need to wait for the courier’s official investigation to be completed before arranging a replacement or refund. We will keep you informed throughout this process.

This Shipping Policy does not affect your statutory rights.