Shipping policy

Last updated: 17 October 2026

This Shipping Policy explains where we deliver, delivery charges, order processing, estimated delivery times and how we resolve delivery issues.

Delivery area

Monvaza delivers exclusively to the United Kingdom.

Orders with a delivery address outside the United Kingdom cannot be processed.

Shipping costs

Standard delivery is free on all orders to the United Kingdom.

There is no minimum order value.

If additional delivery options are offered, their charges are clearly displayed at checkout before you confirm your order.

You pay only the total amount shown at checkout.

No additional import duties, import VAT, customs fees or handling charges are payable by you on delivery. These costs are borne by Monvaza or its logistics partners.

If a carrier unexpectedly asks you to pay such charges, contact us before paying:

Email: support@monvaza.com

If payment is necessary to receive your parcel, keep proof of payment and contact us. We will reimburse any legitimately paid amount after verification.

Order cut-off time

The daily order cut-off time is  16:00 UK time (GMT/BST).

Orders placed Monday to Friday before this cut-off begin processing on the same working day.

Orders placed at or after the cut-off, at weekends or on public holidays begin processing on the next working day.

Ordering before the cut-off does not guarantee same-day dispatch. Our normal processing time of one to two working days still applies.

Order processing

Orders are generally processed within one to two working days.

Working days are Monday to Friday, excluding public holidays relevant to processing or delivery.

Processing may take longer during exceptionally busy periods. If we expect the total estimated delivery time of five to eight working days to be exceeded, we will try to inform you as soon as possible.

Expected delivery time

For delivery to the United Kingdom:

  • Order processing: one to two working days

  • Transit after dispatch: four to six working days

  • Total estimated delivery time: five to eight working days

The estimated period begins on the working day when processing starts.

Orders placed at or after the cut-off, at weekends or on public holidays begin processing on the next working day.

Delivery times are estimates. Public holidays, carrier disruption, weather and other exceptional circumstances may affect actual delivery.

These estimates do not restrict your statutory rights.

Unless another delivery period has been agreed, goods must be delivered without undue delay and within 30 days of the contract.

If delivery is late, you may set an appropriate additional deadline and cancel for a refund if it is not met.

You may cancel immediately where we refuse delivery or an agreed delivery deadline was essential and the legal conditions are met.

Separate parcels

Items from one order may be shipped separately and arrive at different times.

There is no additional delivery charge for separate parcels.

Dispatch confirmation and tracking

We will email you a dispatch confirmation when your order has been shipped.

Where tracking is available, the email includes a tracking link.

The first carrier update may take some time to appear.

If you have not received a dispatch confirmation or need help with tracking, contact:

Email: support@monvaza.com

Checking the delivery address

Please check your delivery address before completing your order.

If you notice an error after ordering, contact us as soon as possible:

Email: support@monvaza.com
Telephone: +447441392301

We will try to amend the address before dispatch but cannot guarantee this once processing has begun.

Where failed or delayed delivery is demonstrably caused by an incorrect or incomplete address you provided, we may charge the actual necessary cost of reshipping.

You will be informed in advance.

We will help investigate your parcel even where there is a problem with the address provided.

Delayed orders

If your order has not arrived within the estimated total of five to eight working days, please check:

  • Available tracking information

  • Your delivery address

  • Messages from the carrier

  • Whether the parcel was delivered to a neighbour or collection point

Then contact:

Email: support@monvaza.com

We will investigate the status and contact the carrier or logistics partner where necessary.

We will explain the available next steps if there is a significant delay.

Your statutory rights relating to late or missing delivery remain unaffected.

Lost parcels

Monvaza remains responsible until you, or a third party nominated by you other than the carrier, physically receives the order.

If tracking shows delivery but you have not received the parcel, contact us as soon as possible:

Email: support@monvaza.com

We will investigate with the carrier.

If the order has not been delivered to you or your nominated third party, we remain responsible for resolving the missing delivery and will arrange a replacement or refund as required by your statutory rights.

A tracking scan alone does not remove those rights.

You are not required to pursue the carrier yourself.

Damaged, incorrect or incomplete deliveries

Contact us as soon as reasonably possible if your order arrives damaged, incorrect or incomplete:

Email: support@monvaza.com

Where available, please include:

  • Your order number

  • A short description of the problem

  • Photographs of the item

  • Photographs of the packaging

  • A photograph of the shipping label

Photographs assist our investigation but are not an absolute condition of your statutory rights.

We will assess the issue and explain the next steps.

Failure to report a problem immediately does not remove your rights.

For a valid report of a fault, incorrect product or transit damage, we cover necessary return and delivery costs.

Returns

Our Returns & Refunds Policy explains returns, statutory cancellation, free return labels and refunds.

Contact us to receive your free prepaid return label and postal instructions.

The return address is:

Monvaza
Pützdrieschstraße 9
52477 Alsdorf
Germany

Do not use a different address printed on the original parcel.

Requesting a label is not a condition of exercising your statutory right to cancel. A clear cancellation notice within the statutory period is sufficient.

Returns cannot be delivered in person.

Contact and availability

For delivery enquiries, contact:

Email: support@monvaza.com
Telephone: +447441392301

Availability

  • Monday to Friday: 09:00–16:00 (GMT/BST)

  • Saturday and Sunday: 10:00–15:00 (GMT/BST)

Customer service hours are stated in UK local time (GMT/BST).

We aim to respond within 24 hours. Please include your order number.

Useful links

Business name: Monvaza

Business address: Pützdrieschstraße 9, 52477 Alsdorf, Germany

Contact details

Email: support@monvaza.com
Telephone: +447441392301

Customer service hours

Monday to Friday: 09:00–16:00 (GMT/BST)
Saturday and Sunday: 10:00–15:00 (GMT/BST)

We aim to respond to enquiries within 24 hours.

Contact us through our contact page or use the online contact form.