Política de envio
Business Details
Online store / trade name: AltheaVive
Legal entity: DCSHOOPS LTD
Company number: 17197451
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: info@altheavive.com
Website: altheavive.com
VAT number: Not applicable / not registered, unless otherwise stated at checkout
Last updated: 5 May 2026
1. Processing Time
Orders are typically processed within 1 to 3 business days after receipt of payment. Orders placed on Friday evening, during the weekend, or on public holidays will be processed from the next business day.
During busy periods, promotions, public holidays, or unexpected logistical delays, processing may take longer.
2. Delivery Time
After dispatch, the average delivery time is 8 to 12 business days. This is an average estimate and not a guaranteed delivery date.
Delays caused by carriers, peak periods, public holidays, weather conditions, address issues, customs inspections, payment checks, or other external circumstances are beyond our direct control.
3. Shipping Costs
Standard shipping is free for all orders, with no minimum order value.
If available, express shipping can be selected as a paid option during checkout. The costs and estimated delivery time for express shipping are displayed at checkout before you finalize your order.
4. Carriers
We work with various reliable carriers and logistics partners. The carrier may vary per order, product, destination country, and availability. Therefore, we cannot always guarantee a specific carrier in advance.
5. Tracking
Once your order has been shipped and tracking is available, you will receive an email with the tracking details. It may take a few business days before tracking information is visible or updated in the carrier's system.
6. Incorrect Address
The customer is responsible for correctly entering the delivery address. Please check your details carefully before confirming your order.
If a package cannot be delivered due to an incorrect, incomplete, or outdated address provided by the customer, any additional costs for re-shipment, return shipment, or address correction are at the customer's expense. We are not obligated to reimburse shipping costs or additional costs in such cases.
7. Uncollected or Refused Packages
If a package is refused, not collected, or returned to us or a logistics partner, shipping, return, administrative, and processing costs incurred may be deducted from any refund, to the extent permitted by law. See also the article on uncollected packages in our return policy.
8. Lost or Delayed Packages
We use the following definition for a lost package: a package is considered lost in transit when there has been no movement on the tracking for 2 weeks for domestic (NL/BE) orders, and for 30 days for international orders. When tracking indicates that a package is delayed, we investigate the situation with the carrier. A delayed shipment is not automatically considered lost.
When tracking indicates that a package has been delivered but you state that you have not received it, you should contact us as soon as possible. We may request additional information, such as confirmation of the delivery address, photos of the delivery location, or contact with neighbors or the local carrier.
A refund or replacement will only be assessed after the investigation by the carrier and our customer service has been completed. We process a refund or replacement once the package has been officially classified as lost in accordance with the definition above.
9. Customs, Taxes, and Import Costs
For orders within the European Union, any applicable taxes and costs depend on the destination country, the chosen shipping method, and the applicable regulations. If additional import duties, customs fees, levies, or taxes apply and these were not already included at checkout, they are at the customer's expense.
We have no control over any customs inspections, additional costs, or delays imposed by authorities or carriers.
10. Cancellation After Dispatch
Once an order has been processed or dispatched, it cannot always be cancelled. If the order is already in transit, you should follow the return process after receipt, provided the product is eligible for return under our return policy.