Shipping Policy — Valora Pilates

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IMPORTANT — PLEASE READ BEFORE ORDERING

By placing an order with Valora Pilates, you confirm that you have read, understood, and agreed to the shipping terms set out below. These terms form part of your purchase agreement with us.

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1. MADE-TO-ORDER PRODUCTION

All Valora Pilates reformers are built to order. Unlike standard retail products, your reformer is not held in stock — it is individually manufactured following receipt of your order. This ensures the highest level of quality and finish for every unit we ship.

As a result, please allow 5 to 7 weeks from the date of your order confirmation for your reformer to be produced, quality checked, and dispatched.

By completing your purchase, you explicitly acknowledge and accept this production and delivery timeframe.

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2. DELIVERY TIMEFRAME

Please note these are estimated timeframes. While we make every effort to meet them, occasional delays may occur due to manufacturing demand, logistics, or circumstances beyond our control. In such cases, we will notify you promptly by email.

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3. SPECIALIST PALLET DELIVERY

Due to the size and weight of the Valora Pilates reformer (~70kg), your order is shipped on a reinforced pallet by a specialist freight carrier experienced in handling large and fragile equipment.

This is not a standard parcel delivery. Standard courier services such as Royal Mail, DPD, or Hermes are not used for reformer shipments.

Your delivery includes:

• Reinforced pallet packaging for maximum protection in transit
• Full tracking from dispatch to delivery
• Shipment insurance covering loss or damage in transit
• A pre-arranged delivery slot — the carrier will contact you directly by phone to schedule a convenient date and time
• Kerbside delivery as standard (the carrier will bring the pallet to your front door or ground floor)

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4. DELIVERY SCHEDULING

Once your reformer has been dispatched, our logistics partner will contact you by phone to arrange a delivery appointment at a time that suits you. Please ensure your contact number is accurate at the time of ordering.

If you are unavailable for the scheduled delivery slot and do not rearrange in advance, a redelivery fee may apply.

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5. DELIVERY AREA

We currently deliver to mainland UK addresses only. For deliveries to Scotland, Northern Ireland, remote areas, or offshore islands, please contact us at contact@valorapilates.com before placing your order as additional lead times or charges may apply.

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6. ORDER TRACKING

Once your order has been dispatched, you will receive a tracking number by email allowing you to monitor your shipment in real time.

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7. DAMAGED OR INCORRECT ITEMS

In the unlikely event that your reformer arrives damaged or incorrect, please follow these steps:

• Note the damage on the carrier's delivery paperwork before signing
• Take clear photographs of the packaging and the product immediately upon delivery
• Contact us within 48 hours of delivery at contact@valorapilates.com with your order number and photographs

Failure to report damage within 48 hours may affect your ability to claim under our shipping insurance.

We will arrange a replacement or resolution at no cost to you in the event of a confirmed shipping fault.

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8. CANCELLATIONS AFTER DISPATCH

As your reformer is made to order, once production has begun we are unable to cancel your order free of charge. If you wish to cancel before dispatch, please contact us as soon as possible at contact@valorapilates.com.

If your order has already been dispatched at the time of your cancellation request, our standard Returns Policy will apply, including return shipping costs.

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9. DELAYS BEYOND OUR CONTROL

Valora Pilates shall not be held liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to: manufacturing supply chain disruption, extreme weather, strikes, national emergencies, or carrier delays.

In such cases, we will communicate with you as promptly as possible and work to resolve any delay.

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10. CUSTOMER ACKNOWLEDGEMENT

By placing an order on valorapilates.com, you confirm that you:

• Understand and accept the 5 to 7 week delivery timeframe
• Acknowledge that your reformer is a made-to-order product
• Agree to the specialist pallet delivery method
• Have provided accurate contact and delivery information

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Last updated: May 2026

For any delivery enquiries, please contact us at contact@valorapilates.com