Frequently Asked Questions
We encourage you to ask us any concern you have regarding your order, including the status of the order, shipping, return, and exchange.
We are happy to listen to feedback about our website, payment methods, or thoughts about us. Please contact us by email:
Please click HERE for information about affected shipping routes and transit time.
What currency are your prices listed in?
All prices in our shop are listed in either EURO, USD and GBP.
SHIPPING & ORDER INFORMATION
Who doesn’t love free shipping?
We know we do and that is why we are happy to offer you:
FREE SHIPPING to wherever you are!
How do you send packages?
We are using various courier services depending on the weight and size of the product.
How do you pack the parcel?
For the sake of the environment, we mostly use leftover packages from various places and re-use them. Therefore, no fancy new packages are consumed.
We may also pack the products in re-usable boxes, please re-use and recycle them, thank you!
Do you ship worldwide?
Of course, we ship to over 200 countries around the globe and the best thing is, it’s FREE SHIPPING for you!
Please note that ALL customers are responsible for any duty or customs fees which may be collected upon the delivery of your package.
How long does shipping take?
Please allow 1-3 business days for us to process the shipping. Shipping time varies by location and other circumstances.
Based on our previous record, these are our estimations, they are for reference only:
United States and Canada: 7 – 18 days
Australia and New Zealand: 7 – 15 days
Japan and Hong Kong: 5 – 10 days
Europe: 7 – 18 days
United Kingdom: 7 – 18 days
UAE and Qatar: 10 – 18 days
Central and South America: 14 – 30 days
Rest of the world: 14 – 30 days
We have adjusted the estimated shipping time for all locations to 10 – 30 days and in rare cases over 30 days.
Please note that the destination’s Customs Authority has the right to inspect all parcels, hence delay the total delivery time.
Do you have express shipping?
Yes, we do have the option for express shipping.
Depending on your location and product you wish to order, drop us an email for an individual quotation.
Please note that express shipping costs are non-refundable.
What about taxes and customs?
We are not responsible for any custom fees once the items have shipped.
The destination country’s Customs Authority to be evaluated for any import duties or taxes that may be applicable.
By purchasing our products, you consent that you may get custom fees when they arrive in your country.
How can I follow up on my order?
Within a week after you have placed your order and once the parcel tracking is available, you will receive an email notification with the tracking information.
If you haven’t received the email notification, you can always request an update email from us.
Simply send us an email to email@example.com “Shipment tracking update – “Your order number”.
We will try to keep you updated with your tracking information until it is on your doorsteps.
REFUNDS & RETURNS
We want you to be our happy and satisfied customer. This policy below will guide you on how you can do so:
Can I cancel my order?
Before shipment, you can always cancel your order.
If the payment has been made and you would like to cancel or make a change in your order, you will have to contact us within 12 hours.
We are sorry to inform that once the process of packaging and shipping has started, the order can no longer be cancelled.
How about a refund?
Your satisfaction is our first priority, please find our return policy below.
1) If you do not want the product you’ve received, you may request a refund but you must return the item at your expense and the item must be unused and pack with the original package. (Please note that any missing part of the product/package or any sign of used product will affect the refund amount. Also, express shipping costs are non-refundable)
2) If the item you’ve received is not as described and is significantly different from what you have ordered, you will have two options:
A. Return it as it is and a full refund is yours
(item must be unused, return shipping costs are not covered by Vincov)
B. You keep the item and get a partial refund
3) If the item you’ve received has primary quality problem
Kindly submit any kind of refund request to us within 14 days after the product(s) has arrived. (Based on the postal tracking service)
4) If you did not receive the product within the guaranteed period (45 days excluding 2-5 days processing time) you can request a refund or a reshipment.
If the item you received is incorrect, you can issue a refund or a reshipment.
Please note during COVID-19 pandemic, most logistics routes are affected to some extent. If your shipment is not lost and is still in transit and the order is placed on/after 20th March 2020. Then it does not apply to the usual 45 days guaranteed period.
Kindly submit your refund request to us within 14 days after the guaranteed delivery period (45 days) have ended.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
- Your order did not arrive due to exceptional circumstances outside the control of Vincov (i.e. not cleared by customs, delayed by a natural disaster, pandemic and strikes etc).
- The item(s) is damaged during the delivery period. However, we will assist you to claim a refund from the postal service.
- Other exceptional circumstances outside the control of Vincov.com.
How and when can I submit my refunds?
You can submit your request by sending us an email at firstname.lastname@example.org.
If the product did not arrive, please submit your refund request within 14 days after the guaranteed period for delivery (45 days) ended.
If your product has arrived, please submit any kind of refund request within 14 days after the product(s) has arrived. (Based on the postal tracking service)
When will I get my refunds?
Once you are cleared for a refund, the next step is it will be processed and credited back to your PayPal or credit card account within 7 days.
If you still have questions that are not addressed here, please submit them to us by:
Sending an email to email@example.com