Shipping policy

  1. Introduction
    1.1 This Shipping Policy explains how we process, ship and deliver orders placed with Caliora (“Caliora”, “we”, “us” or “our”) through our online store.
    1.2 By placing an order with us, you agree to the terms of this Shipping Policy, which operates alongside our Terms of Service and Returns & Refunds Policy.

  2. Where we ship
    2.1 We currently ship to:

  • United Kingdom

  • 2.2 If your delivery address is outside the areas listed above, we may not be able to accept your order. If we cannot deliver to your address, we will cancel your order and issue a refund for any amounts paid.
    2.3 We reserve the right to update our list of delivery locations at any time.

  1. Processing times
    3.1 Orders are usually processed on business days (Monday to Friday, excluding UK public holidays).
    3.2 Standard processing time is typically 1–2 business days from the date your order is placed. During busy periods, sales or holidays, processing times may be longer.
    3.3 If there is a significant delay in processing your order, we will use reasonable efforts to notify you by email.

  2. Shipping methods and delivery times
    4.1 We offer the following shipping options (availability may vary by location):

  • Standard delivery: typically delivered within 5-8 days after dispatch.

  • Express delivery: typically delivered within 3–6 business days after dispatch.
    4.2 Delivery times are estimates only and are not guaranteed, unless we expressly state otherwise in writing. External factors (such as courier delays, weather, peak periods, customs processing or incorrect addresses) may affect actual delivery times.
    4.3 Once your order has been dispatched, you may receive a shipping confirmation email with tracking details (where tracking is available).

  1. Shipping fees
    5.1 Shipping costs will be calculated and displayed at checkout based on your delivery address, chosen shipping method and order size/weight.
    5.2 From time to time, we may offer promotions such as free or discounted shipping. Any such offers will be subject to the specific terms described in the promotion and may be limited to certain locations, order values or time periods.
    5.3 Shipping fees are generally non‑refundable unless required by law or where your order is cancelled or returned due to a fault on our part (for example, if the products are faulty, damaged or misdescribed).

  2. Order tracking
    6.1 Where available, we will provide tracking information once your order has been dispatched.
    6.2 You can use the tracking details provided to follow the progress of your delivery on the carrier’s website.
    6.3 For orders sent by non‑tracked services (if used), only limited tracking or status information may be available.

  3. Delivery address and failed deliveries
    7.1 You are responsible for ensuring that the delivery address and contact details you provide at checkout are complete and accurate.
    7.2 If you provide an incorrect or incomplete address, or if the courier is unable to deliver due to your unavailability or failure to collect a parcel within the carrier’s holding period, your order may be returned to us.
    7.3 In such cases, we may:

  • Refund the order value minus any shipping costs and any return or redelivery fees charged by the carrier; or

  • Offer to rearrange delivery, subject to payment of additional shipping charges.
    7.4 If an order is shown as delivered by the carrier but you have not received it, please contact us promptly so we can investigate with the carrier. We may request additional information or a non‑receipt declaration. Resolution may depend on the carrier’s investigation.

  1. Delivery on separate shipments
    8.1 In some cases, items from the same order may be shipped separately (for example, due to stock location, size or availability).
    8.2 If your order is shipped in multiple parcels, you will be informed where possible, and this will not affect the total shipping cost you pay at checkout.

  2. International orders (if applicable)
    9.1 If we ship to countries outside the UK and you place an international order, you are responsible for:

  • Any customs duties, import taxes, handling fees or other charges imposed by your country’s customs authorities or postal services; and

  • Complying with any import restrictions or requirements in your country.
    9.2 Customs policies vary widely, so you should contact your local customs office for more information before placing an order if you are unsure.
    9.3 We are not responsible for delays caused by customs clearance or inspections.

  1. Lost, damaged or missing items
    10.1 If your order arrives with visible damage to the packaging or products, please:

  • Take clear photos of the packaging and affected items; and

  • Contact us as soon as reasonably possible at info@shopcaliora.com with your order number and photos.
    10.2 If your parcel appears to be lost in transit, we will work with the carrier to investigate. Where the carrier confirms loss, we may offer a replacement or refund, subject to availability and in accordance with our Returns & Refunds Policy.
    10.3 We are not responsible for loss or damage that occurs after delivery to the address you provided, or after the parcel has been collected by you or a person you have nominated to receive it.

  1. Order changes and cancellations
    11.1 Once an order has been placed, we may not be able to change the delivery address, shipping method or order contents, especially if it has already been processed or dispatched.
    11.2 If you wish to cancel your order, please contact us as soon as possible at info@shopcaliora.com. We will let you know if cancellation is still possible.
    11.3 If your order has already been dispatched, you may need to follow our Returns & Refunds Policy once you receive the products.

  2. Contact us
    12.1 If you have any questions about shipping, delivery times or the status of your order, please contact us at:

  • Email: info@shopcaliora.com

  1. Changes to this Shipping Policy
    13.1 We may update or amend this Shipping Policy from time to time, for example to reflect changes in our shipping partners, delivery options or legal requirements.
    13.2 Any changes will be posted on this page with an updated “Last updated” date. The updated policy will apply to orders placed after the revised version is published.