SHIPPING
how your order gets to you
Every order ships from the United States with tracking. Here is the honest timeline, what shipping costs, and what happens if something goes wrong.
UNITED STATES
7-12 business days
Cost calculated at checkout.
INTERNATIONAL
Varies by country
Options and cost shown at checkout.
BEFORE IT SHIPS
How long until my order is sent?
We pack orders in 1 to 2 business days. Orders placed on a weekend or a public holiday start processing the next business day.
Where do orders ship from?
Every order ships from our warehouse in the United States.
Where do you ship to?
The United States and internationally. Enter your address at checkout and you will see the options and cost for your country before you pay.
Can I still change my address?
Only while the order is being processed. Write to contact@restavelo.com as soon as you notice. Once the parcel is in transit no courier will redirect it.
I need it before a specific date.
Count backwards from the date and leave a few days of margin. Write to us before ordering and we will tell you honestly whether it is realistic.
TIMES AND COSTS
How long does delivery take?
Within the United States, 7 to 12 business days after the order ships. Add the 1 to 2 processing days and plan on about two to three weeks. International times vary by country and are shown at checkout.
Are those business days or calendar days?
Business days, so weekends and public holidays do not count.
How much does shipping cost?
It depends on your address and the size of your order, and the exact amount appears at checkout before you pay.
Do you offer free shipping?
Not at the moment. Jars are heavy for their size and shipping them costs real money, so instead of building it into the price for everyone, we show it separately.
Do you ship on weekends?
No. We pack and hand over orders Monday to Friday.
TRACKING
Will I get a tracking number?
Yes, every order ships with tracking. You receive an email with the number and link as soon as your parcel leaves the warehouse.
I have not received my tracking email.
Check your spam and promotions folders first. If nothing appears within 3 business days, write to contact@restavelo.com with your order number.
My tracking has not updated in days.
A quiet spell is common, especially on international routes. If there is no movement for 10 business days, send us your order number and we will open an investigation.
The tracking changed to a different courier.
Normal on international orders. Your parcel is handed to your national postal service for the last stage and the number sometimes changes with it.
HEAT, COLD AND PACKAGING
What happens if my parcel sits in the heat?
Body butter softens above room temperature and firms up again as it cools. If it arrives soft, leave it somewhere cool for a few hours before opening. The formula is not damaged by this.
Should I worry about summer deliveries?
Only if the parcel will sit outside all day. If you can, have it delivered somewhere it will be picked up quickly, or to a work address.
Does the packaging protect the jars?
Jars and bottles are packed to travel, but couriers are couriers. If something arrives leaking or broken, photograph it before cleaning anything up and write to us.
INTERNATIONAL AND CUSTOMS
Will I have to pay customs or import taxes?
If you are outside the United States, possibly. Duties are set by your own government, are not included in what you paid us, and we cannot calculate or cover them. If they apply, the courier contacts you before delivering.
How do I find out what I would pay?
Search for your country name together with the words de minimis threshold, the value below which parcels usually enter free. The rule differs by country and changes.
Can customs delay my parcel?
Yes, and it is the most common reason an international delivery runs late. Inspections can add days or a couple of weeks.
What if I do not pay the customs charge?
The parcel is returned to us or destroyed by the carrier. If it comes back we can refund the products but not the shipping.
Are there countries you cannot ship fragrance to?
Some carriers restrict scented products on certain routes. If your country is restricted, you will see it at checkout when you enter your address.
IF SOMETHING GOES WRONG
My tracking says delivered but nothing arrived.
Check with anyone else at the address, look for a delivery note and ask your neighbours. If it has not appeared after 48 hours, write to us with your order number.
My parcel seems lost.
Send us your order number and we will open a claim with the courier. If it is confirmed lost we send a replacement or refund you in full.
My order arrived damaged.
Email contact@restavelo.com within 48 hours with your order number and photos of the item and the outer packaging. We send a replacement or refund you in full, and you pay no shipping.