Delivery Information

CUSTOMS & DUTIES

Orders placed outside the UK mainland may be subject to duties or taxes due to importing restrictions on certain products and materials. These additional taxes, fees, or charges may apply to your order based on your local legislation, and it is your responsibility to pay them.

Any duties or taxes will only apply once your parcel has reached the destination country. We have no control over these charges and, therefore, cannot advise you on the costs as they vary from country to country.

If you are unsure whether these charges may apply to your order, it is your responsibility to contact your local customs authority before placing your order.

PROBLEMS WITH DELIVERY

If you are not available when our courier partner attempts delivery and they cannot find a safe location to leave the package, they will leave a card and attempt to deliver two more times, usually on the following working days.

To arrange a more convenient re-delivery, please follow the instructions on the card left by the courier.

If you experience any other delivery issues—such as the courier marking your order as delivered when you have not received it—please email our support team within 7 working days. Failure to do so may result in the claim being rejected by our courier partners.

Alzena Online Limited cannot be held responsible if a claim or investigation is rejected by our courier partners in this case.

LOST/DAMAGED PARCELS

In the unfortunate event that your parcel is lost or damaged by our delivery partners, please contact us within 7 working days for further investigation.

We will submit a claim on your behalf to our delivery partner for the lost or damaged parcel. Once the claim is accepted, you will be issued a full refund, including delivery costs.

Please note that claims with our delivery partners can take up to 28 days, and an immediate refund will not be issued.

ORDERS REQUESTED TO BE LEFT IN A SAFE LOCATION

If you wish for your order to be left in a secure, safe location, please contact us immediately after placing your order with your request.

While we will do our best to accommodate your request, this may not always be possible.

ANY ORDERS LEFT IN A SAFE LOCATION AT YOUR REQUEST ARE AT YOUR OWN RISK, and Alzena Online Limited will not be liable for any loss or damage.

WORKING DAYS

A working day refers to Monday to Friday. Saturday, Sunday, and Bank Holidays are not classed as working days.

DELIVERY AREAS IN THE UK

We deliver to the UK mainland, Ireland, Highlands, Channel Islands, and all UK Offshore Islands.