FAQs

PLACING AN ORDER

I am having trouble placing an order online, do you take phone orders?

We cannot take orders over the phone. You can try placing your order on a different device or browser. Otherwise, we are happy to speak with you and see if we can fix any issues you may be having.

Do you offer discount codes?

We do. We regularly send out discount codes, competitions and special offers to subscribers of our newsletter and followers on Facebook and Instagram.

Is it safe to order online?

Yes, very. Vando uses industry-standard SSL encryption to protect your details. Any sensitive information like your name, address and card details are encoded so they can only be read on the secure servers.

ABOUT MY ORDER

I need to change my order, who can help with this?

If you want to edit or cancel your order then please notify us.

I have a faulty item, what should I do?

We are really sorry about this. Please email us at support@vandoshop.com with your order number and a couple of photos of the fault and we’ll sort this out for you. We may ask that you return the item to us. 

You’ve sent me the wrong item or part of my order is missing.

Firstly, please accept our sincerest apologies.  We try really hard to make sure everything is perfect but mistakes can occasionally happen. Please contact us and we’ll get this resolved for you as quickly as possible.

My order still hasn’t arrived, I think it is lost?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the carrier. Unfortunately, we cannot resend your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Can I return my product?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to Help. Just Email us directly and we’ll take you through the process.

PAYMENT

Which credit cards do you accept?

We are accepting payment through PayPal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

Are your prices inclusive of tax?

No.

What currencies can I use?

We accept payment in US Dollars.

SHIPPING

What countries do you deliver?

We deliver to the USA, Canada, Australia, New Zealand and United Kingdom. If you are unsure if we ship to your country, email us at support@vandoshop.com and we will let you know.

It depends on where you are. Orders processed here will take 5-7 business days to Arrive. Overseas deliveries can take anywhere from 7-20 days. Delivery details will be provided in your email Confirmation.

What shipping carriers do you use?

We use all major carriers, and local courier Partners.

My order still hasn’t arrived, I think it is lost?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the carrier. Unfortunately, we cannot resend your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Please see our shipping policy for more information.

ANY OTHER QUESTION?

You can contact us through our contact page or at support@vandoshop.com! We will be happy to assist YOU. We try to reply to all emails within 24 hours. Our office is closed on weekends, so we will look to reply the next working day.