Shipping & Returns

At calvesupply.com, operated by HIKARICO LIMITED, we are committed to providing dependable delivery, clear shipping information, and a straightforward return process.

Please review the information below for details about order processing, UK and international delivery, tracking, return eligibility, exchanges, damaged products, and refunds.

Nothing on this page limits or excludes your statutory rights under applicable UK consumer law.

Order Processing

Orders are normally processed within 1–3 business days after successful payment confirmation.

• Orders placed on weekends or UK bank holidays will normally be processed on the next business day.
• Order-processing time is separate from the estimated delivery time.
• Additional processing time may be required during promotional events, peak seasons, public holidays, or periods of unusually high demand.
• If your order experiences an unexpected delay, we will make reasonable efforts to notify you using the email address provided during checkout.

Customer support email: holol7primesolutions@outlook.com

Shipping Within the United Kingdom

calvesupply.com ships to eligible addresses throughout the United Kingdom where an appropriate delivery service is available at checkout.

Available delivery services may vary depending on:

• The delivery postcode.
• Product availability.
• The number and type of products ordered.
• Package dimensions and weight.
• Carrier coverage and restrictions.

Some remote locations, islands, or restricted postcodes may require additional delivery time or incur an additional shipping charge. Available services and applicable charges will be displayed during checkout where possible.

International Shipping

Selected international destinations may be available when an international delivery option is displayed during checkout.

International shipping availability may depend on the product, destination country, delivery address, carrier restrictions, and applicable import regulations.

International customers may be responsible for:

• Customs duties.
• Import VAT or local taxes.
• Customs-clearance fees.
• Brokerage charges.
• Local handling or administration fees.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping charge and remain the recipient’s responsibility.

Customers are responsible for confirming that the products they order may lawfully be imported, possessed, and used in the destination country.

Shipping Rates and Delivery Estimates

Shipping charges are calculated and displayed during checkout based on your delivery address, selected shipping method, order contents, package weight, and available carrier services.

• UK Standard Delivery: The estimated delivery period will be displayed during checkout when available.
• UK Express Delivery: May be available for selected products and addresses when offered during checkout.
• International Delivery: Delivery periods vary depending on the destination, customs procedures, carrier service, and local delivery network.

Delivery estimates begin after the order has completed processing and has been transferred to the delivery carrier.

All delivery dates and timeframes are estimates unless we expressly confirm that a guaranteed delivery service applies.

Actual delivery times may be affected by:

• Courier or postal delays.
• Severe weather conditions.
• UK bank holidays or destination-country public holidays.
• Customs inspections or border procedures.
• Regional service interruptions.
• Transportation or operational disruption.
• Unusually high shipping volumes.
• Events outside our reasonable control.

Unless a different delivery period has been agreed with you, we will arrange delivery without undue delay and normally within 30 days after the contract is formed.

Order Tracking

Once your order has been dispatched, we will send a shipment-confirmation email to the email address supplied during checkout.

Where tracking is available, the confirmation email will contain a tracking number or tracking link.

Tracking details may take up to 24 hours to appear or update after the delivery carrier receives and scans the package.

Tracking updates may occasionally be delayed even while the package continues moving through the carrier’s delivery network.

Please check your spam or junk folder if you cannot locate your shipment-confirmation email.

Delivery Address Requirements

Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.

Please carefully check:

• The recipient’s full name.
• The building number and street name.
• Flat, apartment, or unit details where applicable.
• The town or city.
• The correct postcode.
• The destination country.
• The contact telephone number and email address.

If you notice an address error after placing an order, contact us immediately at holol7primesolutions@outlook.com.

We will make reasonable efforts to update the address before dispatch. However, changes cannot be guaranteed after the order has entered processing, been packed, transferred to a fulfilment provider, or collected by the delivery carrier.

Where legally permitted, customers may be responsible for reasonable costs caused by incorrect or incomplete delivery information they supplied, including return-delivery or reshipping charges.

This does not apply where the delivery issue resulted from our error or the carrier’s failure to follow the correct delivery information.

Delivery Responsibility

Where we arrange delivery, products generally remain our responsibility until they are delivered into the physical possession of:

• You, the customer.
• A person identified by you to receive the delivery.
• A safe place, neighbour, reception desk, or other location expressly authorised by you.

Please select alternative-recipient and safe-place instructions carefully.

Lost or Missing Packages

If your order has not arrived within the estimated delivery period, please review the latest tracking information and check:

• The delivery address shown in your order confirmation.
• Any nominated safe place.
• Whether another household member accepted the package.
• Whether the package was left with a neighbour, reception desk, concierge, or building manager.
• Any delivery photograph or notification supplied by the carrier.

If the package remains missing, contact our support team with your order number and delivery details.

We may open an investigation with the delivery carrier and request additional information or a non-receipt declaration.

Where an order is confirmed as lost before valid delivery, we will provide an appropriate resolution, which may include a replacement or refund.

Tracking Shows Delivered but the Package Is Missing

If tracking shows that a package has been delivered but you cannot locate it, contact us as soon as possible.

We may review:

• The delivery address and location.
• Carrier delivery photographs.
• Available scan or location information.
• Safe-place or neighbour instructions.
• The identity or location of the recipient.

We will work with the delivery carrier to investigate the circumstances and determine an appropriate resolution.

Damaged Packages and Products

Please inspect your package and products as soon as reasonably possible after delivery.

If your order arrives damaged, please contact us within 48 hours of delivery where possible.

Please provide:

• Your order number.
• Your full name.
• A clear description of the issue.
• Clear photographs of the affected product.
• Photographs of the interior and exterior packaging.
• A photograph of the shipping label where available.

Please retain the affected product and its packaging while we review the issue, as additional evidence may be required.

Depending on the circumstances, an appropriate resolution may include a replacement, return, repair, refund, price reduction, or another suitable remedy.

Reporting shipping damage within 48 hours helps us investigate the matter efficiently but does not remove or reduce any statutory rights you may have.

Incorrect or Incomplete Orders

If you receive an incorrect product, an incorrect quantity, or an incomplete order, contact us as soon as reasonably possible.

Please provide your order number, a clear explanation of the issue, and photographs of the products and package contents.

After reviewing the information, we may send the correct or missing product, provide return instructions, or issue an appropriate refund.

Our 30-Day Return Policy

In addition to your statutory rights, you may request a return for an eligible product within 30 days of the delivery date.

To qualify under our voluntary return policy, the product must normally be:

• In the same condition in which it was received.
• Unused and unopened.
• In its original packaging.
• Complete with all accessories, instructions, manuals, labels, seals, and included materials.
• Accompanied by valid proof of purchase.

To begin a return request, contact us at holol7primesolutions@outlook.com.

Please include:

• Your order number.
• The product you wish to return.
• The quantity being returned.
• The reason for your request.

After reviewing and approving your request, we will provide the applicable return instructions and return address.

Do not send products to our registered office unless our customer support team has specifically instructed you to do so.

Returns sent without prior approval or to an incorrect address may not be accepted.

UK 14-Day Right to Cancel

Eligible UK consumers purchasing products online generally have the right to cancel certain orders without providing a reason.

The cancellation period normally expires 14 days after the day on which you, or a person nominated by you, receives the products.

If an order contains multiple products delivered separately, the cancellation period normally begins when the final product is received.

To exercise this right, you must send us a clear statement confirming your decision to cancel before the cancellation period expires.

After notifying us, you must normally return the products within 14 days.

Certain products may be excluded from statutory cancellation rights where permitted by law, including personalised, perishable, or unsealed hygiene-sensitive products.

Return Shipping

Customers are normally responsible for the direct return-shipping cost when returning an unwanted product under our voluntary return policy or statutory cancellation rights.

If a product is faulty, damaged, incorrect, incomplete, or misdescribed, we will cover reasonable return costs where required by law.

We recommend using a trackable shipping service and retaining proof of postage.

You remain responsible for the returned package until it is received by us or our authorised return facility.

We are not responsible for unauthorised return packages sent to an incorrect address or packages lost during return transit where reasonable tracking or proof of postage is unavailable.

Original Delivery Charges

Where a valid UK statutory cancellation applies, the eligible refund will include the cost of our least expensive standard delivery option.

If you selected a more expensive delivery method, such as express, premium, or timed delivery, the additional amount paid above the standard delivery cost may not be refundable.

Original delivery charges are not normally refunded for voluntary returns made outside the statutory cancellation period unless the product was faulty, damaged, incorrect, incomplete, or misdescribed.

Non-Returnable Products

Certain products may not qualify for return because of safety, hygiene, personalisation, perishability, or product-integrity requirements.

Non-returnable products may include:

• Products made to your specifications or clearly personalised.
• Perishable products or products that expire rapidly.
• Sealed products unsuitable for return for health-protection or hygiene reasons after being unsealed.
• Opened or used pet-care, grooming, hygiene, or consumable products.
• Products that have been used, damaged, altered, contaminated, or improperly stored after delivery.
• Products that become inseparably mixed with other goods after delivery.
• Gift cards or digital gift vouchers.

A reduced, sale, or clearance price does not remove your statutory rights if a product is faulty or misdescribed.

Please contact us before opening or using a product if you are unsure whether it is eligible for return.

Faulty or Misdescribed Products

Products supplied to UK consumers must be of satisfactory quality, fit for their intended purpose, and as described.

If a product is faulty, unsafe, damaged, incorrect, or misdescribed, you may be entitled to a refund, repair, replacement, price reduction, or another appropriate remedy depending on the circumstances.

Our voluntary requirement that returned products be unused or unopened does not apply where a product is faulty or not as described.

Exchanges

If you receive an incorrect or defective product, contact us as soon as possible so that we can review the issue.

For other exchange requests, the fastest option may be to return the original product after receiving approval and place a new order for your preferred product.

Replacement products and exchanges are subject to availability.

If an exchange product is unavailable, we may offer a refund or another appropriate alternative.

Refunds

Once an authorised return has been received and inspected, we will notify you by email whether the refund has been approved.

Refunds approved under our voluntary 30-day return policy will normally be submitted to the original payment method within 10 business days after inspection.

Where a valid statutory cancellation applies, the refund will be processed within the period required by applicable UK law.

We may withhold a statutory cancellation refund until:

• We receive the returned products; or
• You provide evidence that the products have been sent back, whichever occurs first.

We may make a reasonable deduction if the product’s value has been reduced because it was handled beyond what was reasonably necessary to inspect its nature, characteristics, and function.

After we submit a refund, your bank, card issuer, or payment provider may require additional time to display the funds in your account.

If more than 15 business days have passed since we confirmed that a refund was issued, contact us at holol7primesolutions@outlook.com.

Refused or Unclaimed Deliveries

If a package is refused, left unclaimed, or returned because the recipient did not complete the carrier’s reasonable delivery or customs requirements, it may be returned to us or our fulfilment provider.

Any eligible refund will be reviewed after the returned package has been received and inspected.

Where legally permitted, reasonable original shipping charges, return-delivery costs, customs charges, or carrier fees may be deducted where the return resulted from the customer’s refusal or failure to complete delivery requirements.

No deduction will be made where the refusal resulted from a damaged, defective, incorrect, incomplete, or misdescribed order.

Contact Us

For questions regarding shipping, delivery, tracking, returns, exchanges, damaged products, or refunds, contact our customer support team:

Store: calvesupply.com
Company: HIKARICO LIMITED
Email: holol7primesolutions@outlook.com
Telephone: +44 7355 482820
Registered office:
82A James Carter Road
Mildenhall
IP28 7DE
United Kingdom

When contacting us about an order, please include your order number and the email address used during checkout.

Thank you for choosing calvesupply.com. We appreciate your trust and are committed to providing reliable delivery, clear store policies, and professional customer support.