Order Tracking and Delivery Issues Policy

Effective date: 28 July 2026

This policy explains how to track an order and what to do if a parcel is delayed, damaged, missing, incorrectly delivered or marked as delivered but cannot be found.

Tracking an order

When tracking is available, we will send it to the email address used at checkout after dispatch.

Tracking can take a short time to update after the dispatch email. International orders may move between logistics partners, and the tracking page may show more than one carrier or a temporary gap between scans.

If your order is split into several parcels, each parcel may have a separate tracking number and delivery date.

Estimated delivery period

Orders are normally processed in 1–2 business days and spend approximately 4–5 business days in transit, giving an estimated total of 5–7 business days from the order date.

These estimates apply to eligible addresses in mainland England, mainland Scotland and mainland Wales. See the Shipping Policy for full details.

Delayed tracking or delivery

If tracking has not updated or the estimated delivery period has passed:

1.    Review the tracking page for a carrier message or attempted-delivery notice.

2.    Check that the delivery address in your order confirmation is complete.

3.    Check with other members of the household, reception, concierge or a nominated safe place where appropriate.

4.    Contact scales@ventayan.com with your order number if the parcel still cannot be located.

We will review the tracking and, where appropriate, open an investigation with the carrier or fulfilment partner. Investigations can take time because they may involve several international and local logistics providers.

We will not require you to wait indefinitely. If the parcel is confirmed lost or delivery cannot be completed within the period required by law, we will provide an appropriate remedy, which may include replacement or refund.

Marked as delivered but not received

If tracking says “delivered” but you cannot find the parcel:

•      check the delivery address;

•      look around the property and any nominated safe place;

•      ask household members, neighbours, reception or building staff where appropriate; and

•      contact us promptly if it remains missing.

We may ask the carrier for delivery records and may request reasonable information from you to support the investigation. A carrier scan alone does not remove rights that apply where the goods were not delivered into the physical possession of you or a person identified by you to receive them.

If the investigation confirms that the parcel was not properly delivered, we will offer an appropriate replacement or refund.

Parcel damaged in transit

If the outer parcel or product arrives damaged:

•      keep the product and packaging;

•      photograph the outer parcel, shipping label, internal packaging and damaged product; and

•      contact scales@ventayan.com as soon as reasonably possible.

We may use the evidence to arrange a free replacement, refund or prepaid return and to make a claim against the carrier. Delayed reporting does not remove statutory rights, although prompt evidence may help us resolve the issue.

Incorrect or incomplete order

If the parcel contains the wrong product or is missing a product or component, contact us with:

•      the order number;

•      a description of what was received;

•      a photograph of the product, parcel label and packing contents where reasonably possible; and

•      whether you prefer the correct product or another available remedy.

We will investigate and provide an appropriate remedy without charging return shipping for an incorrect item.

Address problems and unsuccessful delivery

Customers must provide an accurate and complete delivery address. Contact us within 12 hours after ordering if a correction is needed and the order has not entered fulfilment.

If an order cannot be delivered because the submitted address is incomplete or incorrect, or because the recipient does not follow a carrier collection or redelivery notice, contact us. We will explain the options after the parcel’s status is confirmed.

Refused delivery

Do not refuse a parcel as a method of cancelling or returning an order unless Ventayan has instructed you to do so. An unauthorised refusal can delay the parcel’s return through the international network. Use the free prepaid return process instead.

Contact

Email: scales@ventayan.com

Telephone: +34 634 74 20 49