Shipping policy

Effective date: 28/Aug

Where we ship

We deliver to addresses in the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands. We don't ship outside the UK at the moment.

Some remote postcodes take a day or two longer than the estimates below. Nothing extra to pay — it's just further for the van to go.

How long it takes

Total: 4 to 7 working days from order to doorstep.

We take 1 to 2 working days to pick, check and pack your order. Orders placed before 1pm are usually worked on the same day; after that, the next one. We pack Monday to Friday, excluding public holidays.

Once it's with the carrier, delivery takes a further 3 to 5 working days.

Those transit times are the carrier's estimate, not a guarantee. Weather, strikes and December all stretch them.

What it costs

Delivery is calculated at checkout from your postcode, and shown in full before you pay. No charges appear after checkout.

Tracking

You'll get an email with a tracking number when your order leaves us.

Tracking can take up to 24 hours to show movement — an unscanned number isn't a sign anything's wrong. If it still shows nothing after a full working day, email us.

If something goes wrong

Running late. If your parcel is more than 3 working days past the estimate, tell us and we'll chase the carrier.

Arrived damaged. Email contact@ilvro.com with your order number, what's wrong, and photos of the toy and the packaging. We'll replace or refund it, and you're not paying to send anything back. Full details in our Returns & Refunds policy.

Never arrived. A toy is our responsibility until it's physically in your hands, so tracking saying "delivered" isn't the end of it. Check with neighbours and any safe place first, then tell us. We'll take it up with the carrier, and if the parcel can't be found we'll replace or refund it.