Shipping policy

Shipping Policy

Last updated: July 18, 2026

At Viora, we aim to make shipping simple, transparent and reliable. This Shipping Policy explains how orders are processed, shipped, tracked and delivered.

Order Processing

Orders are normally processed and dispatched within 1–2 business days after payment has been successfully confirmed.

Business days do not include weekends or public holidays.

During busy promotional periods, holidays or unusually high order volumes, processing may occasionally take slightly longer. Where a significant delay occurs, we will make reasonable efforts to keep you informed.

Once your order has been dispatched, you will receive a shipping-confirmation email containing your tracking information.

Shipping Costs

Viora currently offers free tracked shipping on all orders, unless a different delivery method or price is clearly displayed during checkout.

Any applicable shipping charges will always be shown before you complete your purchase.

Estimated Delivery Time

Once your order has been processed and dispatched, delivery usually takes approximately:

7–10 days

Combined with our processing time, most orders therefore arrive approximately 8–12 days after the order is placed.

Delivery estimates begin when the parcel has been dispatched, not when the order is submitted.

These timeframes are estimates and not guaranteed arrival dates. Delivery may occasionally take longer because of:

  • Carrier delays
  • Customs processing
  • Public holidays
  • Severe weather
  • High-volume periods
  • Local delivery disruptions
  • Incorrect or incomplete address information
  • Circumstances outside our reasonable control

International Shipping

Viora offers international shipping to the countries available during checkout.

Available destinations may change depending on carrier availability, legal restrictions or fulfilment limitations.

When your country is unavailable during checkout, we are currently unable to deliver to that destination.

Tracking Your Order

You will receive tracking information by email as soon as your order has been shipped.

Please allow up to 48 hours for the carrier’s tracking page to display its first update. In some cases, the label is created before the parcel receives its first physical scan.

Tracking updates are controlled by the carrier and may occasionally be delayed or incomplete while the parcel is in transit.

Incorrect or Incomplete Addresses

Customers are responsible for entering a complete and accurate shipping address during checkout.

Please check the following carefully:

  • Full name
  • Street and house number
  • Apartment or unit number
  • Postal code
  • City
  • Country
  • Telephone number
  • Email address

Contact  support@mobalcare.com immediately when you notice an error.

We will try to correct the address, but we cannot guarantee that changes are possible once the order has entered processing or has been shipped.

If a parcel is returned because the customer submitted an incorrect, incomplete or undeliverable address, reasonable reshipping costs may be charged before the order is sent again.

Customs, Duties and Import Taxes

International orders may be subject to customs inspections, import taxes, duties or other charges imposed by the destination country.

Where possible, applicable taxes or charges will be displayed and collected during checkout.

When additional charges are imposed by local authorities and were not collected by Viora at checkout, they may be the customer’s responsibility, unless applicable law requires otherwise.

Viora has no control over customs inspections or the time required by local authorities to release a parcel.

Split Shipments

In some cases, products from the same order may be shipped separately because they are fulfilled from different locations or become available at different times.

When this happens:

  • You will not be charged additional shipping costs.
  • You may receive more than one tracking number.
  • Parcels may arrive on different days.

Delayed Orders

When your order has not arrived within the estimated delivery period, first check the latest tracking information.

Please note that a tracking page may remain unchanged for several days while a parcel is moving between international or regional distribution centres.

Contact us when:

  • Tracking has not updated for an unusually long period.
  • The estimated delivery window has passed.
  • The carrier reports an exception or delivery problem.
  • The parcel appears to be returning to the sender.

We will review the tracking information and, where appropriate, contact the carrier or fulfilment partner.

Under EU consumer rules, goods should be delivered within the agreed period. When an order is not delivered within that period, the customer may normally provide the seller with an additional reasonable deadline. If delivery still does not occur, the customer may be entitled to cancel the agreement and receive a refund.

Lost or Undelivered Packages

If your parcel has not arrived and tracking suggests that it may be lost, contact:

support@mobalcare.com

Please include:

  • Your full name
  • Order number
  • Shipping address
  • Tracking number
  • A short explanation of the problem

We may open an investigation with the shipping carrier.

When the package is confirmed lost before delivery, Viora will provide an appropriate solution, such as:

  • A replacement at no additional cost, or
  • A refund to the original payment method

For consumer orders arranged by Viora, responsibility for loss or damage generally remains with Viora until you, or another person designated by you, physically receives the order.

Tracking Shows Delivered, but Nothing Was Received

When tracking shows that your package has been delivered but you cannot locate it:

  1. Check around the delivery location.
  2. Ask household members or neighbours whether they accepted it.
  3. Check any designated safe place.
  4. Contact the local carrier for delivery details.
  5. Contact Viora if the parcel still cannot be found.

Please report the issue to us as soon as possible so that we can investigate it with the carrier.

A “delivered” scan does not automatically prevent us from reviewing your case. Each report will be assessed using the tracking information, delivery address and any available carrier evidence.

Damaged Parcels or Products

Inspect your parcel shortly after delivery.

If the order arrives damaged, contact  support@mobalcare.com as soon as possible and provide clear photographs of:

  • The outer packaging
  • The shipping label
  • The inside of the parcel
  • The damaged product

Please keep the product and all packaging until we have finished assessing the issue.

When the damage occurred during transportation, we will provide an appropriate solution in accordance with applicable consumer law.

Refused or Unclaimed Deliveries

If a parcel is refused, not collected or returned because delivery could not be completed, contact us once tracking shows that it is returning to the sender.

Once the parcel has been received and inspected, we may:

  • Arrange reshipping, subject to reasonable additional shipping costs, or
  • Issue a refund in accordance with our Refund Policy

Any original non-refundable costs caused by an incorrect address, refused delivery or failure to collect the package may be deducted where legally permitted.

Order Changes and Cancellations

Contact us immediately when you need to change or cancel an order.

We will do our best to assist you, but changes or cancellations cannot be guaranteed once the order:

  • Has entered processing
  • Has been packed
  • Has been transferred to our fulfilment partner
  • Has already been shipped

Once dispatched, the order must be handled according to our Refund Policy.

Order Notifications

Depending on the delivery provider and destination, you may receive notifications for:

  • Order confirmation
  • Shipping confirmation
  • Tracking availability
  • Delivery attempts
  • Successful delivery
  • Delivery exceptions

Make sure that the email address and telephone number entered during checkout are correct.

Contact Us

For questions about shipping, delivery or tracking, contact:

Viora Customer Support
Email:  support@mobalcare.com

Business Information
Nourisha Limited
46 Grayswood Drive
city:- Bradford
post code:- Bd4 9es
United Kingdom