FAQ
Please take the time to read this FAQ before contacting us, as 90% of your questions will be answered here. If not, please feel free to send us an e-mail:
vortesa@hotmail.com
Q. When will my order arrive?
Most orders are processed within 1 - 4 working days from the day the order is placed. An email confirmation with your tracking number will be sent to your email address once the order has been dispatched from our warehouse. Orders are always shipped from our nearest warehouse, depending on your location.
These are estimated times based on current shipping times:
Europe and UK: 7 - 15 working days
USA and Canada: 7 - 10 working days
Australia and New Zealand: 7 - 15 working days
Times may vary due to peak periods or national holidays.
Q. Has my order already been shipped?
Orders are usually shipped within 1 - 4 business days, sometimes sooner. You will receive a shipping email when your order has been shipped. Please check your spam or junk mailbox in case the email has landed there. If you cannot find your shipping email or think you have deleted it, please contact us at vortesa@hotmail.com
We will let you know in real time whether your order has been shipped or not.
Q. My item has arrived broken or damaged, what can I do?
Firstly, we would like to apologize if this has happened to you. To help us resolve the issue, please take photos of the broken or damaged item and send them to vortesa@hotmail.com
Once we receive them, our team will look into it and find a solution to your problem. We must be notified within 48 hours of the parcel arriving and we are also not responsible for any damage to the packaging as it is the courier's responsibility to handle it with care.
Q. I ordered 2 or more items, why did I only receive one?
If you order multiple items at the same time, they may be shipped separately as the products may be shipped from different warehouses that we own. It may happen that you receive one item before the next. So don't panic if you haven't received all the items at once. They will arrive soon - we promise!
Q. I need to cancel or change my order, how can I do that?
We always do our best to cancel your order. However, if your order has already been shipped or processed, we can no longer cancel it. If you would like to change your order, please contact us as soon as possible. We will do our best to accommodate any changes if your order has not yet been shipped. If your order has already been shipped, we can no longer change it, but we are always happy to receive a return if you wish.
Q. Can I get a refund or return?
We have a 30-day money back guarantee. If 30 days have passed since you received your purchase, unfortunately we cannot offer you a refund or exchange. In order to receive a refund, items must be in the condition you received them, including the box, packaging and all accessories.
Q. What payment options are available?
We accept all major credit and debit cards through the Shopify payment system powered by Stripe. We also accept Paypal.
Q. Which countries do you ship to?
We deliver to all countries worldwide.
Q. Do you have a guarantee?
Yes, of course we do! All orders come with a 30-day money back guarantee.
Simply email us at: vortesa@hotmail.com
We will be happy to help you with your return.
Vortesa