Shipping policy

Last updated: 17 October 2026

At Pervano, we want your shopping experience to be straightforward from checkout to delivery. This Shipping Policy explains how we process orders, prepare parcels, arrange delivery within the United Kingdom, and handle common shipping questions.

1. Shipping Destinations

Pervano primarily serves customers in the United Kingdom.

Available delivery destinations are determined by the shipping options displayed at checkout. Certain remote locations or addresses that carriers cannot service may be subject to additional restrictions.

Please provide a complete and accurate delivery address, including the house or building number, street, town or city, postcode, and any relevant apartment or access information.

2. Free Shipping

Standard shipping is free on eligible orders delivered within our supported UK delivery areas.

The applicable shipping cost will be displayed at checkout before you complete your purchase.

We do not add a standard shipping charge to an order advertised as eligible for free standard shipping. Any optional paid delivery service or other applicable charge will be shown before payment.

3. Order Processing and Handling Time

Our standard order handling time is 1–3 business days.

After an order is placed, we review the order information, confirm payment status, prepare the products, and arrange dispatch.

Handling time refers to the period needed to prepare an order before it is handed over to the delivery carrier. It is separate from the time the carrier needs to transport the parcel.

Orders placed on weekends or public holidays may begin processing on the next business day. Orders requiring payment verification, address clarification, or additional checks may take longer.

We aim to process orders within the stated handling period, but occasional operational issues may cause delays.

4. Shipping and Delivery Time

Our estimated standard shipping and delivery schedule is:

  • Order handling: 1–3 business days.

  • Shipping in transit: 4–9 business days.

  • Estimated total delivery time: 5–12 business days.

The total delivery estimate is calculated by combining the handling period with the estimated shipping period.

These timeframes are estimates, not guaranteed delivery dates. Actual delivery times may vary according to the destination, carrier operations, local conditions, public holidays, weather, and other circumstances beyond our reasonable control.

Some destinations may receive parcels sooner, while others may require additional time.

5. How Delivery Time Is Calculated

Delivery time generally begins after the order has been processed and dispatched, rather than at the moment the checkout payment is completed.

For example, if an order requires two business days of handling followed by six business days in transit, the estimated total is eight business days.

The following should be taken into account:

  • Business days generally exclude Saturdays, Sundays, and applicable public holidays.

  • Orders placed late in the day may begin processing on the next business day.

  • Delivery estimates may be affected by the specific delivery postcode.

  • Tracking information may take time to appear after dispatch.

The estimated 5–12 business day total is intended to help customers plan their purchases. It is not a guarantee that every order will arrive within that exact period.

6. Order Confirmation

After placing an order, you should receive an order confirmation using the contact information supplied at checkout.

The confirmation provides a record of your purchase and may include an order number, product details, delivery information, and payment confirmation.

Please review the information carefully. If you notice an incorrect address, missing apartment number, or other important mistake, contact support@pervano.uk as soon as possible.

We cannot guarantee that changes can be made after an order has entered processing or dispatch.

7. Dispatch Notifications and Tracking

Where tracking is available, we will provide tracking information when it becomes available from the delivery provider.

Tracking updates may not appear immediately after dispatch. Carriers sometimes need additional time to register a parcel or update its status at a sorting facility.

You can use the supplied tracking link to review available delivery information.

If tracking remains unchanged for an unusually long period, contact our customer service team with your order number. We will review the available information and advise you on the next steps.

8. Delivery Address Accuracy

Customers are responsible for entering accurate delivery information at checkout.

If an address is incomplete or incorrect, the parcel may be delayed, returned to the sender, or delivered unsuccessfully.

Please contact us immediately if you discover an address error. We will try to assist, but changes are not always possible once the parcel has been dispatched.

If a parcel is returned because the delivery details were incorrect, we will review the circumstances with you and explain the available options in accordance with applicable law.

9. Missed Deliveries

If you are not available when the carrier attempts delivery, the carrier may leave instructions, arrange another delivery attempt, or direct you to an authorised collection location.

Please follow the instructions provided by the delivery company.

If the carrier reports an unsuccessful delivery, review the tracking details and contact us if you need assistance.

10. Delayed Orders

Although we work to meet our stated delivery estimates, delays can occur because of:

  • High parcel volumes.

  • Public holidays.

  • Severe weather.

  • Carrier disruptions.

  • Incorrect or incomplete addresses.

  • Security or payment verification.

  • Local delivery restrictions.

  • Other unforeseen logistics issues.

If your order has not arrived within the estimated 5–12 business day delivery window, contact support@pervano.uk.

Please provide your order number and any tracking details you have received. We will review the available information and explain the next steps.

Nothing in this section excludes remedies available under applicable consumer law if an order is not delivered within the legally required period.

11. Lost Parcels

If your parcel appears to be lost, contact us so that we can investigate the shipment with the relevant carrier.

We may ask you to confirm your delivery address and provide any information needed to investigate the delivery status.

We will assess the available evidence and work toward an appropriate resolution. Where a parcel is legally considered undelivered, we will comply with our obligations under applicable consumer law.

A tracking status alone will not automatically determine whether a customer's legal rights have been satisfied.

12. Damaged Parcels or Missing Items

Please inspect your delivery when it arrives.

If the outer packaging is damaged, an item is missing, or the product appears to have been damaged in transit, contact support@pervano.uk with your order number and a description of the problem. Photographs of the packaging and products can help us investigate.

We will review the information and explain the available resolution.

Please report issues promptly where possible, but do not assume that failing to report an issue immediately removes your statutory consumer rights.

13. Customs, Duties, and Additional Charges

For orders delivered within the United Kingdom, standard shipping is free where shown at checkout.

If an order or delivery route involves customs procedures, import charges, or other legally applicable fees, the relevant responsibilities will be determined by the transaction, delivery arrangement, and applicable law. Any charges that must be disclosed before purchase will be communicated as required.

We will not represent an order as entirely free of additional charges if mandatory charges apply and must legally be disclosed.

14. Order Changes and Cancellations

If you need to change or cancel an order, contact us as quickly as possible.

Before dispatch, we will try to accommodate reasonable requests where operationally possible. Once an order has been handed to the carrier, cancellation may no longer be possible through the normal fulfilment process.

You may still have statutory cancellation and return rights. Please refer to our Refund and Return Policy for more information.

15. Contact Information

For shipping, tracking, or delivery enquiries, contact:

Pervano Customer Support

Email: support@pervano.uk
Phone: +44 158 053 1368
Address: 57 Wheatfield Way, Cranbrook TN17 3NB, United Kingdom

Opening hours: Monday to Friday, 09:00–17:00 GMT. Closed on Saturdays and Sundays.

We appreciate your patience and will do our best to help you understand the status of your order.