Shipping policy

Delivery is free on every order, in the United Kingdom and in Italy. There’s no minimum spend and no delivery charge added at checkout.

United Kingdom

At a glance

  • Where we deliver: United Kingdom
  • Delivery cost: free on all orders, no minimum spend
  • Currency: pounds sterling (GBP), VAT included
  • Order cut-off: 5:00 PM UK time, Monday to Friday
  • Processing time: 1 to 3 working days
  • Transit time: 5 to 9 working days
  • Total delivery time: 6 to 12 working days from your order
  • Tracking: included on every order, sent by email at dispatch

Italy

At a glance

  • Where we deliver: Italy
  • Delivery cost: free on all orders, no minimum spend
  • Currency: euros (EUR), Italian VAT (IVA) included
  • Order cut-off: 6:00 PM Italian time, Monday to Friday
  • Processing time: 1 to 3 working days
  • Transit time: 5 to 9 working days
  • Total delivery time: 6 to 12 working days from your order
  • Tracking: included on every order, sent by email at dispatch
  • Customs: handled by us, nothing extra to pay on delivery

We can’t currently ship to San Marino, Vatican City, Livigno or Campione d’Italia.

As we’re a UK company, parcels to Italy go through EU customs. We take care of this for you: import VAT and any customs duties are already included in the price you pay at checkout, so there’s nothing extra to pay when your parcel arrives.

How delivery times work

Working days are Monday to Friday, excluding public holidays. Orders placed before the cut-off on a working day start processing the same day. Orders placed after the cut-off, at the weekend or on a public holiday start processing on the next working day.

Processing covers checking your items, packing them and handing the parcel to the carrier. Once it’s on its way, the transit time applies. These are estimates rather than guarantees. During busy periods such as Black Friday and the run-up to Christmas, parcels can take a day or two longer, and we’ll update the estimate on our website if that happens.

If your order hasn’t arrived by the end of the estimated window, get in touch and we’ll chase it with the carrier. If it still hasn’t arrived 30 days after you ordered, you can cancel and we’ll refund you in full.

Tracking your order

As soon as your order is dispatched, we’ll email you a tracking number and a link. You can also check progress on our Track Your Order page. Tracking can take up to 48 hours to show the first update after dispatch, so don’t worry if it looks quiet at first.

Orders with more than one item

If you order several items, they may arrive in separate parcels. Each parcel has its own tracking number and there’s still no delivery charge.

Your delivery address

Please double-check your address at checkout. If you spot a mistake, email support@ostavel.com straight away and we’ll correct it as long as the parcel hasn’t left us. Once it’s been dispatched, we can’t redirect it.

If you’re not in

The carrier will leave a card or send a notification explaining how to rearrange delivery or collect your parcel from a local depot, post office or pickup point. If a parcel can’t be delivered and comes back to us, we’ll contact you to arrange sending it again. If it came back because the address entered at checkout was wrong, we may ask you to cover the cost of resending it.

Late, lost or damaged parcels

Your order is our responsibility until it reaches you. If tracking says your parcel was delivered but you can’t find it, please check with neighbours and any safe place first, then contact us. We’ll open an investigation with the carrier and send you a replacement or a full refund.

If your parcel arrives damaged, take a photo of the packaging and the item, and email us with your order number. We’ll arrange a replacement or refund at no cost to you. See our Refund & Return Policy for more details.

Contact

Email: support@ostavel.com
Address: 129 Gawthorne St, New Basford, Nottingham NG7 7JU, United Kingdom
Address (Italy): Via Porta Calcinara, 22, 27100 Pavia PV, Italy
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

Weekend messages will be answered the following Monday.