Last updated: 6 August 2026
At SORVANA, we carefully prepare every stationery order before handing it to our delivery partner. This Shipping Policy explains where we currently deliver, how long order preparation may take, which service we use, and what to do if a parcel is delayed, damaged or cannot be located.
This policy applies to orders placed through sorvana.store.
1. Current Delivery Area
SORVANA currently accepts and delivers orders within the United Kingdom only.
International delivery is not currently available. We may expand to additional countries in the future, but customers will only be able to place an international order once the relevant destination and shipping option are shown as available at checkout.
2. Order Processing
Orders are normally prepared for dispatch within 1–2 working days after payment has been successfully authorised.
Working days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or bank holidays begin processing on the next working day.
Processing time is separate from the carrier’s delivery time. During particularly busy periods, new product launches, seasonal demand or circumstances outside our reasonable control, preparation may take slightly longer. Where a material delay affects your order, we will use the contact information supplied at checkout to provide an update.
3. Delivery Service
UK orders are normally dispatched using Royal Mail Tracked 48®.
Royal Mail aims to deliver Tracked 48 parcels within 2–3 working days after dispatch. This is an estimated delivery aim rather than a guaranteed delivery date.
Based on our normal processing period and Royal Mail’s delivery aim, most orders are expected to arrive within approximately 3–5 working days from the date of order. Delivery may take longer for certain postcode areas, remote locations, redirected mail or during carrier disruption.
Saturday, Sunday and UK bank holiday availability may vary and should not be relied upon when calculating an estimated arrival date.
4. Shipping Charges
Any applicable delivery charge will be displayed clearly during checkout before you submit payment.
The amount shown in the checkout order summary is the shipping charge that applies to that order. We do not add undisclosed delivery fees after an order has been placed.
5. Order Confirmation and Dispatch
After placing an order, you should receive an order confirmation at the email address supplied during checkout. This confirms that we have received your order; it does not mean that the parcel has already been dispatched.
Once your order has been prepared and handed to Royal Mail, we will send a dispatch confirmation containing your tracking information where available.
6. Tracking Your Order
You can follow your parcel using the tracking link included in your dispatch confirmation or through our Order Tracking page.
Tracking information may take some time to update after the parcel has been handed to Royal Mail. A temporary lack of movement does not necessarily mean that the parcel has been lost.
Please check that the email address entered at checkout is accurate. If you have not received a confirmation or dispatch email, check your spam or junk folder before contacting us.
7. Delivery Estimates and Carrier Delays
All delivery periods stated on our website are estimates. SORVANA does not guarantee delivery on a particular date unless an expressly guaranteed service has been offered and confirmed in writing for that order.
Delays may occur because of severe weather, Royal Mail network disruption, seasonal demand, industrial action, transport interruption, postcode-specific delivery arrangements, local access restrictions or other circumstances outside our reasonable control.
We will provide reasonable assistance where an order is delayed, but a carrier delay does not automatically mean that a parcel is lost.
8. Accurate Delivery Information
Customers are responsible for entering a complete and accurate delivery address, including the correct recipient name, building or house number, street, town or city and postcode.
Please review your details carefully before completing checkout. Autofill tools can occasionally insert an old or incomplete address.
If you notice an error, contact us immediately at support@sorvana.store or through our 24/7 live chat. We will try to update the address where operationally possible, but we cannot guarantee a change once processing or dispatch has begun.
Where a parcel is delayed, returned or delivered incorrectly because the address supplied by the customer was inaccurate or incomplete, additional delivery costs may apply before the order can be sent again. Any such cost will be explained before a replacement dispatch is arranged.
9. Changing or Cancelling an Order Before Dispatch
Contact us as soon as possible if you need to request an order change or cancellation.
We will consider requests made before dispatch, but we cannot promise that an order can be changed or stopped once preparation has started. If the order has already been dispatched, you may need to follow the process described in our Returns & Refund Policy.
10. Missed Delivery and Royal Mail Instructions
Royal Mail may offer delivery options such as redelivery, delivery to a nominated Safeplace, collection from a local point or delivery to a neighbour, depending on the parcel and address.
Where a customer selects or authorises an alternative delivery arrangement directly with Royal Mail, responsibility for following the carrier’s instructions rests with the customer. Please make sure any selected Safeplace is secure, weather-protected and suitable for the parcel.
Parcels that are not collected or successfully redelivered within Royal Mail’s applicable holding period may be returned to SORVANA.
11. Parcels Returned to SORVANA
A parcel may be returned to us because it was not collected, delivery was refused, the address was incomplete, or Royal Mail could not complete delivery.
Once the parcel reaches us, we will inspect its condition and contact you regarding the available next step. Depending on the circumstances, you may choose between redelivery, where available, or an eligible refund.
Where the return resulted from an incorrect address, refusal without valid grounds or failure to collect the parcel, original delivery charges and reasonable redelivery costs may not be refundable. This does not limit any statutory rights that apply where goods are faulty, damaged, incorrectly supplied or not as described.
12. Delayed or Missing Parcels
If tracking has not updated or your parcel has not arrived within the estimated period, first check:
- the delivery address shown in your order confirmation;
- the Royal Mail tracking history;
- any delivery card, email or text notification;
- your nominated Safeplace;
- other members of your household or reception area; and
- whether the parcel was delivered to a neighbour.
If the parcel still cannot be located, contact support@sorvana.store with your order number and a brief explanation.
Royal Mail normally requires a Tracked 48 parcel to remain undelivered for the applicable waiting period before a loss enquiry or claim can be opened. For this service, that may be after the expected delivery date plus seven working days.
As the sender, SORVANA may need to raise the enquiry with Royal Mail. We may ask you to confirm the delivery address and complete any reasonable non-receipt confirmation required to investigate the parcel.
A replacement or refund is not issued automatically when tracking is delayed. We will first review the tracking information and, where appropriate, investigate the shipment. Once the parcel is reasonably confirmed as lost, we will offer an appropriate resolution in accordance with your legal rights and the circumstances of the order.
13. Tracking Shows “Delivered” but the Parcel Is Missing
If tracking shows that your parcel has been delivered but you cannot find it, please:
- check the delivery photograph or location shown in tracking;
- look around entrances, porches and any nominated Safeplace;
- ask household members, building reception staff and nearby neighbours; and
- allow until the end of the delivery day, as tracking may occasionally update before the parcel is physically accessible.
If it remains missing, contact us promptly with your order number. We will review the available delivery evidence and assist with the appropriate next steps.
14. Damaged Parcels or Products
Please inspect your parcel shortly after delivery.
If the outer packaging or any product appears damaged, contact us as soon as reasonably possible at support@sorvana.store. Prompt notification helps us preserve relevant carrier evidence, but it does not remove or reduce your statutory rights.
Please include:
- your order number;
- a description of the issue;
- clear photographs of the outer packaging;
- a photograph of the shipping label; and
- clear photographs or video showing the affected product.
Keep the item and all packaging until we confirm whether they are required for review. Depending on the findings, the available resolution may include a replacement, refund, partial refund or another remedy required by applicable UK consumer law.
Further information is available in our Returns & Refund Policy.
15. Incorrect or Incomplete Orders
If you receive the wrong product, an incorrect quantity or an incomplete order, contact us promptly and provide your order number together with photographs of the products and packaging received.
We will review the issue and arrange an appropriate correction at no additional cost where the error was made by SORVANA.
16. Split Shipments
We normally aim to send the items in an order together. In limited circumstances, an order may be divided into more than one parcel because of parcel-size requirements, stock location or operational handling.
Where an order is split, parcels may arrive separately and may have different tracking updates. You will not be charged an additional delivery fee solely because SORVANA chooses to divide an order after checkout.
17. Product Availability
Placing an order is subject to product availability and successful payment authorisation.
If an item becomes unavailable after checkout because of an inventory discrepancy or another genuine operational issue, we will contact you and provide an appropriate option, which may include waiting for restock, selecting an alternative where mutually agreed, or receiving a refund for the unavailable item.
18. Ownership and Delivery Responsibility
Responsibility for the goods passes to you when they are delivered to the address provided at checkout, or to another person or location that you have expressly authorised to receive them.
Nothing in this Shipping Policy excludes or limits rights available to consumers under applicable UK law.
19. Related Information
For additional information about orders and customer support, please review:
- Frequently Asked Questions
- Returns & Refund Policy
- Payment Policy
- Terms of Service
- Contact Us
- Track Your Order
20. Contact SORVANA
For shipping or delivery assistance, contact us using the following details:
SORVANA
Email: support@sorvana.store
Live chat: Available 24 hours a day, 7 days a week
Email response target: Within 24 hours
Redbourn
St Albans
AL3 7EW
United Kingdom
Email response times are service targets rather than guarantees. Complex cases, weekends, public holidays or unusually high enquiry volumes may require additional time, but we will respond as soon as reasonably possible.