Shipping policy
At Vertovia, we aim to provide a transparent and reliable delivery experience. Please review the information below carefully before placing your order.
Shipping Origin & Processing
Our cushions are sourced and dispatched from our overseas fulfilment partners. This allows us to offer free UK delivery on every order while keeping our pricing competitive.
Free Delivery
We offer FREE delivery on all UK orders. There is no minimum purchase required.
Order Cut-Off Time
Orders placed before 5:00 PM (Monday to Friday, UK time / GMT) will begin processing the same business day. Orders placed after the cut-off time, at weekends, or on public holidays will begin processing on the next business day.
Order Processing Time (Handling Time)
All orders are processed within 2–3 business days (Monday to Friday, UK time / GMT) after payment confirmation. Once your order has been processed, you will receive a confirmation email with your tracking number and shipment details.
During peak seasons, promotions, or public holidays, processing times may be extended. An order is considered dispatched once it has been handed over to the carrier.
Order Transit Time — United Kingdom
Standard Delivery: 4–7 business days from dispatch. Tracking information is provided on every order once shipped.
Total Delivery Time — United Kingdom
Order Processing Time + Order Transit Time (UK time / GMT): Estimated total delivery time: 6–10 business days from the order date.
Important: Delivery times are estimates only and are not guaranteed. Delays may occur due to customs, weather, high seasonal demand, or carrier-related issues.
Customs & Import Duties — United Kingdom
For orders shipped to the UK:
- Import duties or taxes may apply depending on order value and destination, and are the responsibility of the recipient
- Delays may occasionally occur during customs clearance
Order Tracking
You will receive a shipping confirmation email with tracking information once your order is dispatched. You can track your package through the carrier's website using the link provided in your email.
Shipping Address & Address Changes
- Customers are responsible for providing accurate and complete shipping information at checkout
- Address corrections must be requested within 24 hours of placing the order
- Once processing has begun, changes may no longer be possible
- We cannot be held responsible for orders shipped to incorrect addresses provided at checkout
Lost or Delayed Packages
- If your tracking shows delivered but you have not received your package, please contact us within 48 hours
- For packages delayed beyond the estimated delivery window, please contact us at support@vertovia.com
- We will work with the carrier to resolve any shipping issues
- Replacement or refund decisions are made on a case-by-case basis and are not guaranteed
Undeliverable Packages
Packages returned to us as undeliverable due to an incorrect address, refused delivery, or unclaimed parcels are subject to a 0% restocking fee.
Delayed Deliveries
Vertovia is not responsible for delivery delays caused by factors outside our control, including but not limited to: carrier or courier delays, weather or transport disruptions, customs clearance, address verification issues, and high seasonal demand. We will always assist customers with tracking information and communication with carriers where possible.
Shipping & Returns Separation
Shipping delays, delivery issues, or carrier-related problems do not qualify as grounds for return or refund under our Returns & Refunds Policy unless otherwise stated. Customers are encouraged to review both policies prior to purchase.
Policy Updates
Vertovia reserves the right to update or modify this policy at any time. By placing an order, customers agree to the terms outlined above.
Contact Us
For shipping inquiries, please email: support@vertovia.com
Vertovia
Email: support@vertovia.com
Address: 27 Albion Street, Leeds, LS1 5AT, United Kingdom
Phone Number: +44 7403 624341
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
We respond to emails within 24 hours (Mon–Fri). Weekend messages are answered on Monday.