Shipping policy

This policy explains where Oralto delivers, what it costs, how long it takes and what happens if something goes wrong. If your question is not answered here, email general@oralto.co.uk and we will come back to you.

Where we deliver

Oralto delivers to addresses in the United Kingdom, covering England, Scotland, Wales and Northern Ireland.

We do not currently ship outside the UK. If an order is placed for an address outside the UK it will be cancelled and refunded in full.

What delivery costs

Delivery is free on every UK order. There is no minimum spend, no weight surcharge and nothing added at checkout. The price on the product page is the price you pay.

How long delivery takes

Orders arrive within 7 to 10 business days from the day the order is placed.

Business days are Monday to Friday and do not include weekends or UK public holidays, so an order placed on a Friday evening starts counting from the following Monday.

These are working estimates rather than guarantees. Deliveries can take longer over Christmas and Black Friday, and during severe weather or courier disruption. If we know an order is going to be delayed, we will tell you rather than leave you to work it out.

Order confirmation and tracking

You will receive an order confirmation by email as soon as the order is placed. Check your spam folder if it has not arrived within a few minutes.

A second email follows when the order is dispatched, with tracking details where tracking is available. Tracking can take up to 48 hours to start updating after dispatch, so a tracking number that has not moved in the first day or two is normal.

Orders with more than one item

Orders containing several items may arrive in more than one parcel and on different days. There is no extra charge for this. If part of your order has arrived and the rest has not shown up within the 7 to 10 business day window, get in touch and we will look into it.

If your order is late

If your order has not arrived within 10 business days, email general@oralto.co.uk with your order number. We will chase the courier and keep you updated.

A late parcel is not your problem to solve. If it cannot be located, we will either send a replacement or refund you in full.

If nobody is home

Smaller orders will usually fit through a standard letterbox or be left in a safe place. Where a parcel is too large, the courier will either attempt redelivery, leave it with a neighbour or take it to a local collection point, and will leave a card or send a notification explaining which.

Parcels that go unclaimed are returned to us. Where that happens we will contact you to arrange redelivery.

Wrong or incomplete addresses

Please check your delivery address carefully before completing checkout, including the postcode and any flat, unit or building number. A parcel cannot be redirected once it has been handed to the courier.

If you spot a mistake, email us immediately with your order number. If the order has not yet been dispatched we will correct it. If it has already gone, we will have to wait for it to come back to us before resending.

Damaged, missing or incorrect items

If your order arrives damaged, incomplete, or containing something you did not order, email general@oralto.co.uk within 14 days of delivery. Include your order number and a photograph showing the item and the packaging.

It will be replaced or refunded. You will not be asked to pay return postage on an item that arrived damaged or was sent in error.

Changing or cancelling an order

If you need to change or cancel an order, email us as soon as possible with your order number. We will do what we can, but once an order has been dispatched it cannot be recalled.

If it has already gone out, you can still return it under our returns policy once it arrives.

Your rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online orders within 14 days of receiving them, without giving a reason. Our returns policy explains how that works.

Under the Consumer Rights Act 2015, where no delivery timescale has been agreed, goods must be delivered without undue delay and within 30 days. Nothing in this shipping policy affects your statutory rights.

Contact

Email general@oralto.co.uk with your order number and we will reply as quickly as we can. Emails sent at the weekend are picked up on the next business day.