Order issues :
 My tracking information says my order has been delivered, but I haven’t received anything. What can I do?

If your tracking information  indicates that your order has been successfully delivered when  you have not received anything,please check if the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your local post.

If your parcel does not show up, please reach out to us .


Choose a delivery date


Can I choose the delivery date?

If your order is delivered by parcel, it is not possible to choose a delivery date.However,  the carrier will contact you by telephone before the delivery of the order, only then you have the possibility to arrange a mutually suitable delivery date.

 You Can track your order by log in to your Account,  select the product you want to track , then click there it will show you details of your consignment.


Status of my order :


What is the status of my order?

As soon as the tracking on your order is updated to "DELIVERED" , it triggers an automatic email containing tracking information for your order including your tracking number.

Your tracking number enables you to identify trace your shipment as it moves to its destination.

For more information about shipping and delivery,  please send us a message using the button below.


 Order not delivered, correct address :


Why did not I receive my order when the delivery address is correct?

On rare occassions, delivery may not arrive at the desired destination, when the shipping information is incorrect or the transmission system fails to communicate the data.

If you've missed a delivery and want to arrange to have your item re-sent to you, you can arrange a redelivery. But first, make sure you provide the correct address. Then please send us a message using the button below.


An Item is missing from my parcel


What should I do if my parcel is missing an item?

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the 

warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

 If your tracking information  indicates that your order has been  delivered when you have a missing item from your parcel, please contact us as soon as possible so we can help you.


What is the status / status of my order?

Your will be able to check the progress of your orders by logging into your customer account, in the section My orders.

After an order has shipped, you can track your packages on Alvolis.uk. From Your Orders, you can find tracking information in your order details.




If you wish to cancel an order placed on our online store, just send us a message.

Then you will receive a confirmation email on your email address when the cancellation is successfully completed.

 For refunds, the processing time for us to proceed with the refund might take up to 30 business days upon receiving your returned item. (see our Terms and Conditions).You can also ask for cancellation even if your order is already shipping at the time you send us your request.


How long do I have to wait for a refund?

The refund period is made within 30 days maximum, it starts from the day you receive  your cancellation confirmation message.If the 30 days have passed and you have not received your refund yet, please send us a message.




Can I change my order?

. For technical reasons, it is unfortunately not possible to change your order  if you have already placed it.

If you still want to order a different item, please cancel your order and go to our e-shop to place your desired order.


Missing order confirmation mail


Why didn't I receive an order confirmation mail ?

Generally,The order confirmation will be sent out to you via email within the nearest 24 hours. If you have not received an order confirmation, make sure the email hasn’t ended up in the spam or junk folders of your email account. , If you can’t find the Order Confirmation email there go ahead and contact our Customer Care team for help!


Change delivery address


Can I change the delivery address?

First login to your ’’ACCOUNT ‘’ and check the order you have placed while logged in under the "ORDERS" tab in your account. If your order status is Pending or Processing,  it is possible to change your shipping address . Unfortunately, once your order has been shipped, it can no longer be cancelled or changed.


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