Shipping policy

We aim to process and ship your order as quickly and smoothly as possible. All orders are packed and shipped from our warehouse in Katrineholm, Sweden, Monday through Friday

Processing Times

All orders are handled by our third-party logistics partner in Katrineholm, Sweden.

  1. Daily cut-off time: 11:45 AM CET
    Orders placed before this time are usually packed the same day.
  2. Processing guarantee: All orders are packed within 2 business days (Mon–Fri).
  3. Couriers do not pick up parcels on weekends or public holidays.

Please note that processing time is separate from shipping transit time.

Shipping Workflow

  1. Order is placed on our website
  2. Our 3PL processes and packs the order (first-in, first-out)
  3. Packages are sorted by transporter inside the warehouse
  4. Transport companies collect shipments once per weekday (usually early afternoon)
  5. Carrier transports parcels to the nearest sorting terminal for initial scanning
  6. Package enters transit
  7. Package is delivered

Transit Times

Transit times shown at checkout are estimates provided by our shipping partners and may vary for reasons outside our control.

We are not a transport company; our responsibility is to prepare your parcel for pickup promptly so the carrier can handle delivery.

Delays & Accountability

We are not responsible for delays caused by:

  1. Customs inspections
  2. Security checks
  3. Incorrect or incomplete shipping addresses
  4. Absence at the delivery location
  5. Carrier or terminal delays
  6. Weather conditions or seasonal volume
  7. Any situation beyond our or the carrier’s control

Region-Specific Shipping Information

United States

Orders shipped to the US below USD 800 are exempt from:

  1. VAT
  2. Import duties
  3. Admin fees

Shipping fees are non-refundable.
Return postage fees apply (discounted below actual cost).

Norway

We ship to Norway using UPS.

  1. We are registered with the Norwegian Tax Administration under the VOEC scheme.
    → Prices include Norwegian VAT.
    → Customers should not be charged VAT upon delivery.
  2. Orders under 3,000 NOK should not incur import duty.

If you encounter VAT or customs fees in error, please contact us so we can resolve it.

Non-EU Countries

No customs or admin fees apply to:

  1. Norway
  2. US (under USD 800)
  3. Australia (under AUD 900)

For all other non-EU destinations:

Shipments from the EU may be subject to:

  1. VAT
  2. Customs duties
  3. Handling or administration fees

Shipping fees are non-refundable, and return postage fees apply (discounted below actual cost).

Example: Switzerland

Alora typically charges 21 CHF + 3% of the parcel value for customs and admin fees.

We continue working to improve non-EU delivery processes, though many solutions require complex local registrations. We prioritize expansion based on customer demand.

Missing or Damaged Items

If your package is missing items or arrives damaged, please contact us within 7 days of delivery.

Required information:

  1. Order number
  2. Photos of the damaged packaging (if applicable)
  3. Photo of the packing slip (for missing item claims)
  4. Description of the issue

Claims submitted after 7 days may not be eligible for resolution.

Packaging Damage Note:
If the shipping box or outer packaging is damaged during transit but the product inside is fully functional, it will not qualify for a replacement or refund.

Delivered but Not Received

If your tracking information shows “Delivered” but you have not received your package:

Please file a claim directly with the carrier.

Provide us with proof of loss or the carrier’s official claim confirmation.

We cannot issue refunds or replacements for packages marked as Delivered unless a carrier investigation is completed.
Claims must be submitted within 7 days of the marked delivery date.

Incorrect or Undeliverable Addresses

Customers are responsible for providing an accurate and complete shipping address at checkout.

We are not responsible for packages that are lost, delivered incorrectly, or returned to sender due to:

  1. Incorrect or incomplete address
  2. Failure to collect the package
  3. Refused delivery

If a package is returned to us:

  1. Reshipment fees will apply
  2. Refunds (if requested) will exclude the original shipping cost

Returned-to-Sender Packages

Packages returned to us due to failed delivery attempts, refusal, or incorrect address will be processed as follows:

  1. Reshipment: Customer pays for re-delivery.
  2. Refund: May be issued minus original shipping fees once the item is received back in sellable condition.

Order Modifications

We can modify orders (address, items, quantity) within 12 hours of the order being placed.
After 12 hours, the order may already be processing or in transit, and modifications may no longer be possible.

Order Cancellations

Orders may be cancelled within 12 hours of being placed.
After this window, cancellation may not be possible if the order has already entered processing or transit.

Tracking Information

Tracking details will be sent via email once your order ships.
Please note:

  1. Tracking updates are managed by the carrier
  2. It can take up to 24 hours for tracking to activate
  3. We cannot accelerate or modify tracking updates once the package is with the carrier

Important Notes

  1. Original shipping fees are non-refundable
  2. Return postage applies unless otherwise stated
  3. Customs duties, import taxes, and courier admin fees (where applicable) are paid by the customer