Delivery Policy

This Delivery Policy explains, in full, how Remvola Wellness Ltd ("Remvola", "we", "us" or "our"), of 65 Deansgate, Manchester, M3 2BY, plans, confirms, dispatches and delivers orders for Ashwagandha KSM-66 to customers across the United Kingdom on a pay-on-delivery basis. It sits alongside our Returns Policy, Terms of Use and Privacy Policy, and should be read together with those documents. Because fulfilment necessarily involves handling personal and delivery data, this page also sets out, in the numbered sections below, what information we collect for delivery purposes, why we are entitled to process it, how long we keep it, what rights you have over it, which outside parties assist us, which cookies support the delivery experience on our site, whether any data leaves the United Kingdom, and how to raise a concern if something goes wrong. A dated revision log appears at the end of this page.

1. Scope of this document

This policy covers every stage of fulfilment from the moment an order request is submitted through the form on our homepage to the moment a parcel is signed for, left in a safe place, or returned to us as undelivered. It applies to deliveries within England, Scotland, Wales and Northern Ireland, including remote postcodes in the Highlands and Islands. It does not cover deliveries outside the United Kingdom, since Remvola does not currently dispatch orders internationally. Where a term used here is not defined, it carries the meaning given to it in our Terms of Use. If any provision of this policy conflicts with a specific written agreement we have made with you, that agreement takes precedence for the matter it covers.

2. Delivery-related data we collect

To dispatch your order we collect your full name, a contactable phone number, and a delivery address including postcode. We may also record a preferred delivery note (for example, "leave with neighbour" or a safe-place instruction) if you give us one during the confirmation call. Our courier partners independently capture proof-of-delivery information, such as a signature, a photograph of the parcel at the doorstep, or a GPS timestamp, and share a summary of that record with us so we can confirm your parcel arrived. We do not collect payment card data through the order form, because payment is made directly to the courier on delivery in cash or by card reader.

3. Legal basis for processing delivery data

We process delivery data to take steps you request before a contract is formed and to perform the resulting contract once your order is confirmed by phone, which is our primary legal basis under UK data protection law. Where you provide an optional delivery note or a preferred time window, we rely on your consent to record and act on that extra detail. We may also rely on our legitimate interest in preventing fraudulent or duplicate orders, for example by checking whether an address has recently placed an unusually high number of requests. Where the law requires us to retain fulfilment records for tax or accounting purposes, we rely on that legal obligation as an additional basis.

4. Retention periods for fulfilment records

Active order and delivery records are kept for the duration of fulfilment and for a further 90 days afterwards to handle any delivery queries, missed-parcel investigations or return requests. Once that window closes, we retain a reduced record consisting of the order reference, postcode area, dispatch date and value for six years, in line with our statutory bookkeeping obligations under UK tax law. Full proof-of-delivery images and signatures supplied by our courier partners are retained by them for up to twelve months and are not stored permanently on our own systems. Call recordings made during the confirmation call, where applicable, are retained for 90 days and then deleted unless a complaint or dispute requires a longer hold.

5. Your rights over delivery information

You may ask us, at any time, to confirm what delivery data we hold about a specific order, to correct an inaccurate address or phone number before dispatch, or to explain why a parcel was routed the way it was. You can also ask us to erase delivery data once our statutory retention period has passed, and to restrict further processing while a query is under review. Requests can be made by phone on +44 161 399 4809 during our stated hours or by email to [email protected] at any time. We aim to acknowledge every delivery-data request within five working days and to resolve straightforward requests within one calendar month.

6. Third parties involved in fulfilment

We share the minimum information necessary with our nominated UK courier network so that parcels can be routed, tracked and delivered; the specific courier used for a given order depends on the delivery region and current network capacity. A telephone confirmation service provider may assist us in placing or logging the confirmation call before dispatch. Our website hosting provider processes the order form submission on our behalf purely to transmit it to our systems, and does not use it for any other purpose. None of these parties is permitted to use your delivery data for their own marketing.

7. Cookies that support the delivery experience

The delivery page itself does not set any cookie beyond the site-wide necessary session cookie, rv_session, which expires when you close your browser and is used only to keep the regional delivery table and order form working correctly as you navigate between pages. If you have accepted optional cookies elsewhere on the site, an analytics cookie may record which delivery region you viewed so that we can understand overall demand by area; this is described fully, together with exact cookie names and lifespans, in our Cookie Policy. No cookie on this page is used to make automated decisions about your order.

8. International transfers

Delivery data collected for UK dispatch is processed and stored on servers located in the United Kingdom or the European Economic Area. Where a service provider we use stores backup infrastructure outside the UK or EEA, that transfer is protected either by adequacy regulations recognised under UK data protection law or by standard contractual clauses adapted for the UK through an International Data Transfer Agreement or the UK Addendum. We do not sell or license delivery data to any organisation outside the United Kingdom.

9. Complaints about a delivery

If a parcel is late, damaged, missing or delivered to the wrong address, please contact us on +44 161 399 4809 during Mon–Fri 9:00–17:30 or email [email protected] with your name, postcode and approximate order date. We will acknowledge a delivery complaint within one working day and aim to resolve the practical issue, such as a re-delivery or replacement, within five working days of first contact. If your complaint concerns how we handled your personal data rather than the parcel itself, you may also refer the matter to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303 123 1113, though we would welcome the chance to resolve it directly first.

10. Change log for this policy

11. Regional delivery estimates and cost

Delivery times are estimates and may vary during busy periods. Working days are Monday to Friday, excluding UK public holidays. Estimates run from the date of dispatch, not the date of the original order request.

12. How the pay-on-delivery process works

Once you submit the order form, our team reviews the request and telephones you, usually within one working day, to confirm your name, delivery address, pack quantity and total cost before anything is dispatched. During that call you may ask questions, adjust the delivery address, or cancel the request entirely at no cost. If the call cannot be completed after several reasonable attempts across different times of day, the request is treated as lapsed and no parcel is dispatched. No card details are requested over the phone, and no payment is taken until the courier hands over the parcel.

13. Payment to the courier

Payment on delivery may be made in cash or by card reader directly to the courier, depending on the courier network used for your region; where a card reader is unavailable, cash is required. Please have the confirmed order value ready, since couriers are not always able to provide change for large notes. A receipt or confirmation is provided by the courier at the point of payment, and a separate order confirmation is also sent by us at the time of dispatch.

14. Undeliverable and returned parcels

If a parcel cannot be delivered after reasonable attempts, for example because nobody was available to pay and no safe place was agreed, it is returned to our depot and we will contact you to arrange a further attempt or to close the order. Repeated undeliverable attempts to the same address may result in future order requests from that address requiring additional verification before dispatch. This section works alongside our Returns Policy, which explains your rights once a parcel has actually been received.