Shipping policy
What shipping costs
Shipping is free on every order, to every destination we ship to. There is no minimum order value.
Order processing
We process and dispatch orders within 1–3 business days. An order counts as dispatched once it has been handed over to the carrier. During peak seasons and public holidays, processing may take up to 7 business days.
Delivery times
Delivery time is counted from dispatch, not from the moment you place the order. It depends mainly on your destination.
As a general guide, orders arrive 7–14 business days after dispatch. Remote areas and destinations that require customs clearance can take longer.
Delivery times are estimates, not guarantees. Carriers run slower during peak periods, and customs checks on international parcels can add time that is outside our control.
Tracking
You receive a tracking link by email as soon as your order ships. If it has not arrived within 3 business days of your dispatch confirmation, check your spam folder first, then email us and we will resend it.
Customs, duties and import taxes
Where import duties or local taxes apply to your delivery address, they are the responsibility of the recipient. We cannot predict these charges in advance and they are not included in the order total.
Accurate shipping details
It is the customer’s responsibility to make sure shipping details are complete and accurate at checkout. Incorrect or incomplete information may lead to delays or order cancellation.
If our system detects an address issue, our support team may email you to confirm your details within 3 business days of your order being placed. If we don’t hear back within that time, we reserve the right to cancel the order and refund you in full.
If you notice an error after ordering, email us within 24 hours. We’ll do our best to help, but we cannot guarantee changes after the order enters processing.
Delayed delivery
Delivery delays can happen for reasons outside of our control, such as courier disruptions, severe weather, transportation issues, or customs delays. In some cases delays may also occur due to stock availability, address verification or payment processing. If anything affects your order, we’ll contact you as soon as possible.
Alvera is not liable for delivery delays caused by external factors and cannot guarantee an exact delivery date.
Lost or stolen packages
If your package is marked as delivered but you did not receive it — or you believe it was lost in transit — contact us and we’ll do our best to assist you. Please check with neighbours and your local depot first, and contact us within 7 days of the delivery date.
Once a package has been handed to the courier it is outside of our direct control. We recommend also contacting the courier to file a claim, as they may require additional details to investigate. We can follow up with the courier as well and keep you updated.
Alvera is not responsible for lost or stolen packages and these situations may fall outside our refund policy. In some cases we may offer a replacement depending on the situation.
Changes to this policy
Alvera reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the customer’s responsibility to review the latest version before purchasing. By purchasing and using Alvera products, you agree to this Shipping Policy and any updates made to it.
Contact
Questions about a delivery: support@alvera-cosmetics.com — please include your order number.