Shipping policy

Shipping and Delivery Policy

Alera LTD
Address: 84A James Carter Road, Mildenhall, IP28 7DE
Email: yvettedulostudio@gmail.com

Last updated: June 2025

Overview

All Alera LTD products are custom-made using our print-on-demand model. Orders are processed through our Shopify store and fulfilled by Gelato, our trusted global printing and shipping partner. This ensures high-quality products and fast, reliable delivery worldwide.

How Our Shipping Works

Order Processing Flow:

  1. You place your order through our Shopify store
  2. Payment is processed securely by Shopify
  3. Your order is automatically sent to Gelato for production
  4. Gelato prints your custom product at their facility closest to your location
  5. Gelato ships directly to your address
  6. You receive tracking information via email

Production and Shipping Times

Production Time: 2-5 business days

  • Most products: 2-3 business days
  • Complex items (books, specialty materials): 3-5 business days
  • During peak periods: Up to 7 business days

Shipping Time by Region:

United Kingdom:

  • Standard: 2-4 business days after production
  • Express: 1-2 business days after production

Europe:

  • Standard: 3-7 business days after production
  • Express: 2-4 business days after production

United States:

  • Standard: 4-7 business days after production
  • Express: 2-4 business days after production

Rest of World:

  • Standard: 5-14 business days after production
  • Express: 3-7 business days after production

Total Delivery Time: Production time + shipping time (e.g., UK orders typically arrive within 4-9 business days from order placement)

Shipping Costs

Shipping costs are calculated automatically at checkout based on:

  • Destination country/region
  • Product type and weight
  • Selected shipping method
  • Current Gelato shipping rates

International Shipping

Customs and Duties:

  • Customer Responsibility: You are responsible for any customs duties, taxes, VAT, or import fees imposed by your country
  • Declared Value: Products are declared at their retail value as required by law
  • Customs Delays: We cannot control customs processing times or additional charges
  • Refused Deliveries: If you refuse delivery due to customs fees, you may lose both the product and shipping costs

Restricted Countries: Some countries may have restrictions on certain products. Gelato will notify us if your destination cannot be served.

Brexit Impact: Post-Brexit, EU customers may be subject to additional customs procedures and fees when ordering from our UK-based business.

Tracking Your Order

Tracking Information:

  • Provided via email once Gelato ships your order
  • Available through Shopify order status page
  • Includes carrier information and estimated delivery date
  • Track directly with the shipping carrier (Royal Mail, DHL, FedEx, etc.)

Order Updates:

  • Production start confirmation
  • Shipping notification with tracking
  • Delivery confirmation

Delivery Issues

Lost or Damaged Packages:

  • Report issues within 30 days of expected delivery date
  • Contact us at yvettedulostudio@gmail.com with your order number
  • We will work with Gelato to investigate and resolve the issue
  • Replacement or refund provided for confirmed losses/damage

Undelivered Packages:

  • If carrier shows delivered but you didn't receive it, contact us immediately
  • We'll work with Gelato and the carrier to investigate
  • Resolution typically within 5-10 business days

Address Errors:

  • Ensure your shipping address is correct before placing your order
  • Address changes may not be possible once production begins
  • Incorrect addresses may result in lost packages and additional shipping fees

Special Circumstances

Peak Seasons:

  • Christmas period (November-January): Extended production and shipping times
  • Back-to-school season (August-September): Possible delays
  • Mental Health Awareness Week (May): High demand may cause delays

Weather and Force Majeure:

  • Severe weather may impact shipping times
  • Natural disasters or other uncontrollable events may cause delays
  • We'll communicate any significant delays via email

COVID-19 Considerations:

  • Some regions may experience extended delivery times
  • Contactless delivery may be standard in certain areas
  • Face mask requirements may apply for delivery in some locations

Quality Guarantee

While Gelato handles production and shipping, we stand behind the quality of every product:

  • Items must match your approved design specifications
  • Print quality must meet Gelato's standards
  • Products must arrive undamaged and as described

Quality Issues: See our Returns Policy for information about reporting and resolving quality problems.

Partnership Information

About Gelato:

  • Global print-on-demand network with 130+ production facilities worldwide
  • ISO 14001 certified for environmental management
  • Sustainable printing practices and carbon-neutral shipping options
  • 24/7 production monitoring and quality control

Why We Use Gelato:

  • Faster delivery through local production
  • Reduced environmental impact
  • Higher quality control standards
  • Global reach for international customers

About Shopify:

  • Our e-commerce platform for secure order processing
  • PCI DSS compliant payment processing
  • Automated order management and customer communications
  • Mobile-friendly shopping experience

Contact and Support

For Shipping Questions:

  • Email: yvettedulostudio@gmail.com
  • Include your order number and specific issue
  • Response within 24-48 hours during business days

Emergency Delivery Issues:

  • For urgent delivery problems, email with "URGENT" in subject line
  • We'll prioritize your inquiry and work with Gelato immediately

Returns and Exchanges

For information about returns, exchanges, and refunds, please see our separate Returns Policy.