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Shipping policy

 

These Shipping Terms apply to all orders placed through the Xenalivra online store (hereinafter referred to as “we”). This document explains delivery coverage, fees, processing timelines, and related responsibilities. All orders are placed and fulfilled online.

1. Delivery Coverage

  • Delivery services are available within the United Kingdom only

  • Shipping outside the United Kingdom is not supported

2. Shipping Fees and Taxes

  • Orders with a total value of £90 or more (including £90) qualify for free shipping

  • Orders with a total value below £90 are subject to a flat shipping fee of £9.99

  • Prices shown on product and checkout pages already include applicable taxes

  • No additional taxes are charged at checkout

3. Order Cut-Off Time

  • Order handling hours are CET 9:00 – 18:00

  • Orders paid before 18:00 are processed starting the same day

  • Orders paid after 18:00 will be processed from the next working day

  • Orders placed on non-working days are processed from the next available working day

4. Order Processing Time

  • Once payment is confirmed, orders require 1–3 working days for processing

  • Processing includes order verification, preparation, and dispatch arrangement

5. Estimated Delivery Time

  • After dispatch, the estimated delivery time is 6–12 working days

  • Actual delivery time may vary depending on logistics scheduling and destination

6. Shipping Carriers

Depending on the order, delivery may be handled by one of the following UK carriers:

  • Royal Mail

  • DPD UK

  • Evri

The selected carrier will be specified in the dispatch notification.

7. Order Tracking

After placing an order, you will receive a confirmation email containing:

  • Order number

  • Payment details

  • Carrier and delivery information

You may check your order status on the “Order Tracking” page by entering your email address or phone number along with the order number

8. Delivery Responsibilities

  • Damaged or Missing Items

If an item arrives damaged or missing, please contact us promptly and retain the outer packaging and relevant materials.

  • Shipping Changes and Cancellations

Once an order has entered processing or delivery, shipping details may no longer be modified or cancelled.

  • Delivery Address Accuracy

Please ensure that the delivery address provided is complete and accurate. Issues caused by incorrect address information are the responsibility of the purchaser.

9. Delivery Acceptance Notes

  • Please inspect the outer packaging upon delivery

  • If any issues are noticed, it is recommended to record them at the time of delivery and contact us as soon as possible

10. Contact Us

If you have any questions regarding delivery arrangements, fee details, or shipping progress, you may contact us using the following contact details.

Address: 1009 GRIBBLE DR, FRANKLIN, OH 45005, United States
Telephone: +1 (845) 500-0534
Email address: support@xenalivra.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Europe/London, GMT/BST)