Shipping policy
At Povelio, every order for your pet is picked, checked and packed with care, then sent on a reliable tracked service. This policy explains how we process, ship and deliver your order, and what happens if anything goes wrong along the way. It applies to all orders delivered within the United Kingdom.
Order Processing Time
Orders are prepared and handed to the carrier within 1 to 2 working days. Orders placed before 5:00 PM (GMT) are usually processed the same business day, while orders placed after 5:00 PM (GMT) are processed on the next business day. Working days are Monday to Friday, excluding UK public holidays. During busy periods such as seasonal sales, processing can take a little longer, and we will keep you updated if that happens.
Delivery Costs and Free Shipping
Standard UK delivery is free on all orders. There are no hidden handling charges, and the price you see at checkout is the final amount payable.
Delivery Times and Estimates
Your total delivery time is made up of two stages:
- Processing time: 1 to 2 working days for preparation, packing and handover to the carrier.
- Transit time: 3 to 7 working days for the carrier to deliver to your address.
This gives an estimated total of 4 to 9 working days from the date you order. These times are estimates and are not guaranteed, as final delivery depends on the carrier. Deliveries to remote areas, the Scottish Highlands and Islands, and Northern Ireland may take slightly longer.
Order Tracking
As soon as your order is dispatched, we email you a confirmation with a tracking number so you can follow its progress. You can also check the status any time on our Track Your Order page. Please allow up to 24 hours after dispatch for the first tracking scan to appear.
Couriers
Parcels are sent with trusted UK carriers such as Royal Mail and DHL. The carrier is chosen based on the size and weight of your order and your delivery location.
Taxes and Duties
All prices are shown in pounds sterling (GBP) and already include any UK VAT that applies. For deliveries within the United Kingdom there are no further customs charges or import fees to pay.
Delivery Delays
Occasionally a parcel is delayed by circumstances outside our control, such as severe weather, carrier disruption or high demand. If your order has not arrived within the estimated window, or the tracking has not updated for several days, please contact us at info@povelio.com and we will investigate with the carrier on your behalf.
Wrong or Incomplete Address
It is your responsibility to give a complete and accurate delivery address when ordering. We cannot reroute a parcel once it has been dispatched, and we are not liable for delays, failed deliveries or extra costs caused by an incorrect or incomplete address. If a parcel is returned to us because of an address error, we will contact you to arrange redelivery, which may incur a further postage charge.
Lost Parcels
If tracking shows your parcel has not moved for an extended period, or the carrier confirms it as lost, please let us know. Once the carrier confirms the parcel is lost in transit, we will either send a replacement or issue a full refund.
Damaged Parcels
We pack every order to travel safely, but if your parcel arrives damaged, please take clear photos of the item and its packaging and contact us within 48 hours of delivery. We will arrange a replacement or a full refund at no cost to you.
A Note on Pet Safety
When your order arrives, please check that any wearable item such as a harness, collar, coat, carrier or life jacket is the correct size for your pet and follow the fitting guidance before use. Povelio products are pet accessories and are not a substitute for veterinary care. Always supervise your pet when using a new item for the first time.
For anything else, see our FAQ or our Return and Refund Policy.
Contact and Company Information
If you have any questions about this policy, our team is happy to help.
- Store name: Povelio
- Company name: Purevanta Ltd
- Company registration number: 16982782
- Registered address: 128 City Road, London, EC1V 2NX, United Kingdom
- Email: info@povelio.com
- Phone: +44 20 8040 1826
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT). Saturday and Sunday: closed. We aim to reply to every enquiry within 24 hours.