Shipping policy

Last updated: 23rd September 2025

At Iloa – Wellbeing (trading as NovaTri Group Ltd), we want to make sure your order reaches you as quickly and smoothly as possible. This Shipping Policy explains how we process and deliver orders placed through our online store.

Processing Times

  • Orders are typically processed within 1-3 Business Days after payment is received.
  • Processing times may vary depending on stock availability, order volume, and supplier lead times.
  • If your order will take longer than our standard processing time, we will notify you by email.

Shipping Methods & Estimated Delivery

We work with UK manufacturers who ship directly to you for faster and more efficient delivery. Dispatch times can vary slightly depending on each supplier’s schedule.

Please note: Delivery timelines are estimates only and cannot be guaranteed. Actual delivery times depend on the supplier, shipping carrier, customs clearance (for international orders), and circumstances outside our control.

Shipping Costs

Shipping charges are calculated at checkout and will vary depending on the delivery option selected, the size/weight of the order, and the delivery address.

Please note:

    • Additional charges may apply for deliveries to remote or hard-to-reach areas, including (but not limited to) the Scottish Highlands, Islands, Northern Ireland, and certain rural postcodes.

    • If additional delivery costs are required, we will contact you before dispatch to confirm the final shipping charge.

    • Occasionally, we may offer free shipping promotions. These will be clearly advertised on our website when available.

Split Shipments

If your order contains multiple items, they may be shipped separately depending on supplier availability. In this case, you will not be charged extra shipping fees.

Delays & Responsibility

  • We are not responsible for delays caused by shipping carriers, customs processing, or events beyond our control (e.g., strikes, weather disruptions).
  • Ownership and risk of loss transfer to you once the order is delivered.

Incorrect or Incomplete Address

Please ensure your shipping address is complete and accurate at checkout. We cannot be held responsible for delays or failed deliveries due to incorrect information provided.

International Orders

  • International customers are responsible for any customs duties, import taxes, or other local charges.
  • Customs processes may delay delivery times.
  • Please check your local import rules before ordering.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information (where available).

Questions & Support

If you have any questions about shipping or need assistance with your order, please contact us:

NovaTri Group Ltd (trading as Iloa – Wellbeing)
📧 info@iloa.co.uk
📞 024 7590 6781