Shipping policy
Shipping & Delivery Policy
This Shipping & Delivery Policy explains how orders placed with Vianory Travel Essentials are processed and delivered.
Vianory Travel Essentials works with selected suppliers, distributors and fulfilment partners. Some products may therefore be dispatched directly to you by one of our fulfilment partners rather than from a Vianory-operated warehouse.
Your contract remains with Vianory Travel Essentials, regardless of which fulfilment partner dispatches your order.
Delivery Areas
The delivery destinations available for a particular product will be shown on our website or during checkout.
Our primary market is the United Kingdom. Availability for delivery to certain UK locations, including some remote areas, islands, Northern Ireland, the Scottish Highlands and other locations, may vary depending on the product and fulfilment partner.
We will not knowingly accept an order for delivery to a destination that we or the relevant fulfilment partner cannot service.
Delivery Charges
Delivery charges may vary depending on the product, delivery destination, order value and delivery service available.
Any applicable delivery charge will be displayed during checkout before you complete your purchase.
Where we offer free delivery on a product or order, this will be stated on our website or at checkout.
We will not add a delivery charge to a completed order that was not disclosed before purchase.
Estimated Delivery Times
Delivery times vary between products because we work with different suppliers and fulfilment partners.
Where available, an estimated delivery timeframe will be shown on the relevant product page, during checkout or in your order information.
Unless we have agreed a different delivery period with you, goods will be delivered without undue delay and within the period required by applicable law.
Any delivery date or timeframe described as an estimate is not guaranteed unless we have expressly agreed with you that delivery by a particular date is essential.
If you require an item for a specific date, such as a holiday, business trip or other journey, please consider the estimated delivery timeframe carefully before ordering and contact us before placing your order if delivery by a particular date is essential.
Order Processing and Fulfilment
After you place an order, you will normally receive an order confirmation by email.
Order confirmation does not necessarily mean that an item has already been dispatched.
Products may be stored and dispatched on our behalf by third-party suppliers, distributors or fulfilment partners.
We may therefore share the information reasonably necessary to fulfil your order with the relevant fulfilment and delivery providers. Please see our Privacy Policy for further information about how personal information is handled.
Product Availability
We aim to keep product availability information as accurate as reasonably possible. However, inventory information may be supplied or synchronised by third-party suppliers and can occasionally change before an order is processed.
If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible.
Where we are unable to fulfil an order, we may cancel the affected item or order and refund any amount you have paid for it.
We will not substitute a materially different product without your agreement.
Separate and Split Deliveries
If you order more than one product, the products may be supplied by different fulfilment partners.
Your order may therefore:
- arrive in more than one parcel;
- be dispatched on different dates;
- be delivered by different carriers; or
- have separate tracking information.
You will not be charged additional delivery fees after placing your order solely because we choose to fulfil an order in separate shipments.
Tracking
Tracking information will be provided where it is available to us.
Depending on the supplier, fulfilment partner and carrier, tracking information may not become active immediately after dispatch.
Please allow a reasonable period for the carrier's tracking system to update.
Delivery Delays
Although we and our fulfilment partners aim to deliver orders within the stated timeframe, delays can occasionally occur.
If we become aware of a significant delay affecting your order, we will aim to provide updated information where reasonably possible.
If goods are not delivered within an agreed delivery period, your rights will be determined in accordance with applicable consumer law.
Where delivery by a particular date was essential and this was agreed with us before the contract was made, you may have additional rights if we fail to deliver by that date.
Where delivery by a particular date was not essential, you may in certain circumstances be entitled to require delivery within an appropriate additional period and, if delivery still does not occur, treat the contract as at an end.
Nothing in this policy limits your statutory rights concerning late or failed delivery.
Lost Parcels
If tracking indicates that your order has been delivered but you have not received it, or if your parcel appears to have been lost in transit, please contact us at hello@vianory.co.uk as soon as reasonably possible.
We may ask you to confirm relevant delivery information and may investigate the delivery with the supplier, fulfilment partner or carrier.
Where the goods remain at our risk under applicable consumer law, the use of a third-party supplier, fulfilment partner or carrier does not transfer that responsibility to you.
Please contact Vianory Travel Essentials rather than attempting to resolve a lost order solely with the supplier.
Damaged Deliveries
If an item arrives damaged, please contact us at hello@vianory.co.uk as soon as reasonably possible.
Where possible, please retain the item and its packaging and provide photographs of the item, packaging and any visible damage. This may help us investigate the issue with the carrier or fulfilment partner.
Your statutory rights are not affected by a failure to provide photographs where you otherwise have a legal remedy.
Please see our Returns, Cancellations and Refunds Policy for further information about faulty, damaged, incorrect or misdescribed goods.
Incorrect Delivery Address
Please check your delivery details carefully before completing your order.
If you notice an error after placing an order, contact us as soon as possible at hello@vianory.co.uk.
We cannot guarantee that an address can be changed after an order has entered fulfilment or been dispatched.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional delivery or return costs may arise. Where permitted by law, we may require the customer to pay reasonable additional costs resulting directly from incorrect delivery information supplied by them.
This does not affect your statutory rights where a delivery problem was caused by us, our fulfilment partner or the carrier acting on our behalf.
Failed, Refused and Uncollected Deliveries
If delivery is attempted but cannot be completed, the carrier may leave instructions for redelivery or collection.
Customers are responsible for following reasonable carrier instructions concerning redelivery or collection.
If a parcel is returned because it was refused, was not collected, or delivery could not be completed for reasons attributable to the customer, we will contact you or process the returned order as appropriate.
Where permitted by law, reasonable additional delivery or return costs for which the customer is responsible may be deducted from a refund or charged before redelivery.
This does not affect your statutory rights.
Risk During Delivery
Where Vianory Travel Essentials arranges delivery, goods generally remain at our risk until they come into the physical possession of you or a person identified by you to receive them, subject to applicable law.
If a parcel is lost or damaged while being delivered by a carrier arranged by us or our fulfilment partner, please contact Vianory Travel Essentials.
You should not be required to pursue our supplier or delivery company instead of us in order to exercise your statutory rights.
Different rules may apply where you independently commission a carrier that was not offered or arranged by us.
Delivery to a Safe Place, Neighbour or Other Recipient
Where you instruct or authorise a carrier to leave an order in a particular safe place, with a neighbour or with another person, this may affect responsibility for the parcel after delivery in accordance with applicable law and the circumstances of the delivery.
Please ensure that any delivery instructions you provide are accurate and that the location or person you nominate is suitable for receiving the goods.
Nothing in this section limits rights that cannot lawfully be excluded or restricted.
Higher-Value Products
Some products sold by Vianory Travel Essentials may be of relatively high value.
Depending on the product and carrier, delivery may require tracking, a signature, a delivery photograph, a one-time delivery code or another form of delivery confirmation.
Please follow any reasonable delivery instructions provided for your order.
International Delivery
We do not guarantee that every product is available for delivery outside the United Kingdom.
Where international delivery is offered, availability, delivery charges, delivery times, taxes, duties and customs requirements may vary according to the destination and product.
Any charges that we are required to collect from you will be identified where applicable before purchase.
Where additional import duties, taxes or customs charges may be payable directly by the recipient, this should be identified before an international order is accepted where required by applicable law.
We may restrict international delivery for particular products or destinations.
Returns
Please do not return products to a supplier, carrier, address shown on a parcel or any other address without first contacting us.
Because products may be fulfilled from different locations, the correct return address can vary.
Please contact hello@vianory.co.uk for return instructions.
Our separate Returns, Cancellations and Refunds Policy explains cancellation rights, change-of-mind returns, faulty goods and return costs.
Contact Us
For questions about delivery or an existing order, please contact:
Vianory Travel Essentials
Email: hello@vianory.co.uk
Telephone: 07356 242124
Please include your order number where applicable so that we can identify your order.
Vianory Travel Essentials is a trading name of Richard Wright, a sole trader.
Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or otherwise affect rights that cannot lawfully be excluded or restricted under applicable consumer law.