This policy applies to all orders placed on rovenhall.com, operated by Silavann-john LIM (SNL.CF), trading as ROVENHALL. It should be read together with our Terms of Service, Refund Policy, Payment Policy and Privacy Policy.

Where we ship

ROVENHALL ships to addresses within the United Kingdom. We do not currently ship to any other destination. If your delivery address is outside the United Kingdom, your order cannot be processed.

Carrier and delivery times

All orders are dispatched by our fulfilment partner and delivered by UPS. We separate handling time (preparation before dispatch) from transit time (time in the carrier network) so you know exactly what to expect:

Note on business days: all timeframes above are stated in business days (Monday to Friday). Saturdays, Sundays and UK public holidays are not counted. Orders placed after our cut-off, at weekends or on public holidays begin handling on the next business day.

Shipping costs

Shipping is free of charge on every UK order. The price shown at checkout is the final price you pay. There are no separate delivery charges added at any stage of checkout.

Customs and import duties

All orders are dispatched by our fulfilment partner and delivered by UPS on a Delivered Duty Paid (DDP) basis. This means the price you pay at checkout is final and covers any import duties or charges that may apply. You will not be asked to pay any extra customs, import or handling charge when your parcel is delivered.

Order processing and tracking

Once your order has been dispatched, we send a confirmation email to the address on your account containing your UPS tracking number and a tracking link. You can follow the status of your delivery at any time using that link.

If you have not received tracking information within 2 business days of placing your order, please contact us at contact@rovenhall.com.

Order cut-off time
Our order cut-off time is 18:00 (GMT/BST), Monday to Friday. Orders placed before 18:00 on a business day begin processing the same day. Orders placed after 18:00, or at weekends or on UK public holidays, begin processing on the next business day. Orders are dispatched within 1–2 business days and delivered by UPS within a total window of 5–10 business days from the order date.

Missing, delayed or incomplete orders

We want every order to arrive complete and on time. If something goes wrong, here is what to do:

• Delayed delivery: if your order has not arrived within the total estimated delivery window above, contact us and we will open an enquiry with UPS on your behalf.

• Incomplete order: if you receive part of your order but an item is missing, contact us with your order number and we will resolve it, either by sending the missing item or issuing a refund for it.

• Parcel marked delivered but not received: contact us within 7 days and we will investigate with the carrier.

For any of the above, email contact@rovenhall.com with your order number. We reply within 24 hours during our service hours.

Customer service

Where to find this policy

This Shipping Policy is linked in the footer of every page, on every product page, and is accessible at each step of the checkout process.