Contact information

This Shipping Policy applies to orders placed with Waverlen at waverlen.com for delivery within the United Kingdom. Waverlen is operated by ALDER PARLOR GROUP LTD, company number 17383142, with its registered office at 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

Where we deliver

We deliver throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland, the Highlands and UK islands. This policy does not cover delivery outside the United Kingdom.

Delivery charges

Standard UK delivery is free for orders with a merchandise subtotal of £74 or more after discounts. For orders below £74, the delivery charge is calculated at checkout and displayed before you place your order.

All prices and delivery charges are shown in pounds sterling, GBP (£). The checkout total includes the charges payable to Waverlen for your order.

Order processing

Orders normally take 1–2 working days to process before dispatch. Processing includes preparing your order and arranging its handover to the delivery service.

Working days exclude Saturdays, Sundays and relevant public holidays. Public holidays affecting dispatch or delivery may affect the estimated timeframe.

If we identify an issue that prevents us from processing your order as expected, we will contact you using the details provided with your purchase.

Estimated delivery time

Standard delivery is estimated to take 4–9 working days after order processing. Including processing, the usual estimated timeframe is 5–11 working days from placing your order.

These are estimates rather than guaranteed arrival dates, unless we expressly agree a specific delivery deadline with you. Your destination, public holidays, customs processing and carrier disruption may affect transit time.

We will not use these estimates or possible disruptions to exclude your statutory rights concerning late or undelivered goods.

Dispatch origin and delivery partners

Our products are imported and may be dispatched directly to you from overseas by our fulfilment partners. A UK delivery address does not mean that your order will be dispatched from a UK warehouse.

We use delivery services arranged through our fulfilment partner, Wiio. The carrier is selected according to the available service for your order and destination; we do not guarantee a particular carrier.

Waverlen remains responsible for fulfilling your purchase and resolving delivery issues involving the suppliers and carriers we arrange.

Import duties and customs charges

You will not be required to pay import duties, import taxes or customs clearance charges in addition to your checkout total for a UK delivery accepted by Waverlen. We are responsible for arranging and covering any such charges applicable to that delivery.

If a carrier or customs intermediary requests an additional import-related payment, contact support@waverlen.com before paying so that we can investigate and arrange a resolution. If you have already paid, please send us the payment request and receipt so that we can verify and reimburse any import-related charge that we were responsible for covering.

Dispatch confirmation and tracking

We will send a dispatch confirmation to the email address supplied with your order. Where tracking is available, we will include the tracking details or provide them separately.

Tracking may not update immediately after a label is created or while a parcel moves between carriers. A tracking update is not, by itself, conclusive evidence that you have received your order.

If you have not received a dispatch confirmation after the normal processing period, or tracking appears to have stopped progressing, contact support@waverlen.com.

Delivery address and order corrections

Please check your delivery address and contact details before completing checkout. If you notice an error, email orders@waverlen.com as soon as possible, including your order number and the correction required.

We will try to update the details before dispatch, but an amendment may no longer be possible once fulfilment has begun. We will explain the available options if we cannot make the change.

If an incorrect address supplied by you causes an additional delivery cost, we will explain any reasonable proposed redelivery charge and obtain your agreement before arranging a chargeable redelivery. We do not apply an automatic penalty.

Missed or unsuccessful delivery

If a delivery attempt is unsuccessful, follow any redelivery or collection instructions provided by the carrier. Contact us if you need help or if those instructions are unclear.

If a parcel is returned to the sender, we will contact you to discuss redelivery or the applicable cancellation and refund options. Any proposed redelivery charge will depend on the circumstances and will be explained before you agree to it.

We will not charge you for redelivery needed because of an error by Waverlen or a carrier we arranged. An unsuccessful delivery does not automatically remove your statutory rights.

Late or missing orders

If your order has not arrived within the estimated timeframe, contact support@waverlen.com with your order number. We will investigate with the fulfilment partner or carrier and explain the next steps. You do not need to pursue them yourself.

Unless another delivery period has been agreed, goods must be delivered without undue delay and within 30 days after the purchase contract is formed.

If we miss an agreed delivery deadline or the applicable legal deadline, you may require delivery within an additional period appropriate to the circumstances. If we do not deliver within that period, you may cancel the affected purchase and receive a refund.

You may be entitled to cancel immediately where we refuse to deliver, where delivery within the agreed period was essential in the circumstances, or where you told us before the contract was formed that delivery by a particular deadline was essential.

If a parcel is confirmed lost, we will arrange an appropriate resolution, such as a replacement agreed with you or a refund where you are entitled to one. We will not require you to accept a replacement instead of exercising an applicable right to a refund.

Where you validly end the contract for non-delivery, we will refund the sums due, including applicable delivery charges, without undue delay. A carrier investigation will not be used to postpone your statutory remedies indefinitely.

Marked as delivered but not received

If tracking shows delivery but you have not received the parcel, please check whether someone at your address or a person you nominated accepted it. Then contact support@waverlen.com so that we can investigate the delivery evidence.

We will assess the circumstances rather than automatically reject your claim because the carrier recorded the parcel as delivered. Please provide accurate information and reasonable assistance with the investigation.

Damaged parcels or incorrect contents

If your order arrives damaged, contains an incorrect product or is missing an item, contact support@waverlen.com and describe the issue. Photographs of the packaging and affected items may help, where reasonably available.

You do not need an unboxing video to make a claim. Keeping the packaging may help an investigation, but original packaging is not a condition of exercising your statutory rights.

Please report problems promptly so that we can investigate effectively. There is no additional delivery-claim deadline in this policy that removes your legal rights. We cover necessary return costs where goods are faulty, damaged, incorrect or not as described.

Responsibility during transit

Goods remain at our risk until they come into your physical possession or that of a person you identify to receive them, other than the carrier. Different statutory rules may apply if you independently commission a carrier that we did not offer.

You do not need to purchase additional shipping protection to receive the delivery rights provided by law.

Cancellation after dispatch

If you wish to cancel, contact orders@waverlen.com as soon as possible. We may be unable to stop a parcel already being prepared or transported, but this does not remove your statutory cancellation right.

You may notify us of cancellation before delivery or within 14 days starting the day after receipt. You then have a further 14 days to send the goods back. For a single order delivered in separate instalments, the cancellation period starts the day after receipt of the last item.

Waverlen provides a prepaid return label for change-of-mind returns notified within that period. Our support team will provide the return destination. Please do not treat our registered office as the return address unless we confirm this.

If you cancel the entire order under your statutory cancellation right, we also refund any standard outbound delivery charge paid. Where a more expensive delivery option was selected, the delivery refund is limited to the least expensive standard option available for that order.

Contact us

For tracking, delivery delays, missing parcels or delivery damage, email support@waverlen.com. For order corrections or cancellation requests before dispatch, email orders@waverlen.com.

Our support team operates Monday to Friday during UK business hours. Please include your order number, if available, so that we can identify your purchase.