Placing an order, order confirmations and changing your shipping address

<h3 id="isPasted">Why didn&apos;t I get an order confirmation?</h3>Confirmation emails can sometimes be missed when they land in your spam/promotions folder due to your existing email inbox filters. Please check your spam inbox for your order confirmation.If you still cannot locate your order confirmation email, our support team can assist you with ensuring that your order is safely submitted and underway.Please note that external payment platforms such as PayPal may submit order confirmations to your 3rd party email address and not your account email address.If you need any further assistance, you can always&#xA0;<a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us.</a>&#xA0;<h3 id> </h3><h3 id="can-i-change-my-shipping-address">Can I change my shipping address?</h3>Yes you can, but not if your order has already been fulfilled. Please&#xA0;<a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as you possible if you need to change your address.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Unfortunately, once your order is fulfilled and shipped we cannot change your shipping address. In this instance, we are not liable if your item does not arrive to you.If your package has already been fulfilled, the shipping carrier may be able to change your address. You will need to contact the carrier directly for their assistance.If your item is returned to us as a result of an incorrect address, we will contact you to address how to move forward. <h3 id="isPasted">Why was my order cancelled?</h3>There are several reasons why your order may be cancelled.Sometimes our system will detect something is wrong with your payment. In these instances, our lead shipper will reach out to you for more information. If we do not hear back from you or your information does not pass our third-party detection software then your order will be cancelled and your payment refunded to you.Please note that customer support nor the lead shipper can clear or expedite your order without the relevant information required.On very rare occasions, an item may run out of stock unexpectedly. If this happens we will contact you directly and inform you of your cancellation and refund.<h3 id="-1"> </h3><h3 id="isPasted">Do I need to be logged into my account to checkout?</h3>You do not need to be logged into your account to check out. You can check out as a guest.

Placing An Order

Payment methods, custom/duties fees, refunds, and more

<h3 id="isPasted">Which payment types do you accept?</h3>We accept Visa, Mastercard, Amex, and Discover. We also accept PayPal. If eligible based on your region, you can make interest-free installments via Sezzle and Klarna. <h3 id="will-i-need-to-pay-customs-fees">Will I need to pay customs fees?</h3>Customs taxes, duties, and import charges are the responsibility of the customer to be paid.We do not cover any additional charges or costs for the final delivery of your package. Customs charges vary based on the laws and policies of each country. We cannot predict or estimate the amount you may be charged.Should you choose to refuse to pay the duties and customs fees on your order, you will need to wait for your order to be returned and processed by our returns team before a refund is applicable <h3 id="how-long-does-a-refund-take-to-complete">How long does a refund take to complete?</h3><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">If your order is cancelled, the refund will take 3-5 business days to be processed after being received and processed back at our warehouse facilities. Business days are&#xA0;<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Monday to Friday.Canada Orders:&#xA0;Approximately 1-2 Weeks.Once your return arrives at our warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.USA/International Orders:&#xA0;Approximately 2-5 Weeks (Depending on Country of Origin)Y<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">our return must first be shipped to a sorting facility in New York before being shipped to our warehouse in Toronto, Canada. The time for a package to be forwarded to Canada can take 1-3 weeks depending on seasonal order volumes. This is in addition to the shipping time it takes to reach New York from your location.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at our Canadian warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.EU Orders:&#xA0;Approximately 1-4 Weeks (Depending on Country of Origin)Your order must be shipped to our European warehouse in Portugal.Please ensure that you provide us with a tracking number when you ship your item back.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at our European warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Note: You may experience delays if there is a higher-than-average volume of returns. <h3 id="isPasted">Do you offer gift receipts?</h3>Unfortunately, no we do not. We can allow any customer to use the return portal. All they need is the Order Number and Zip/Postal Code to submit their request.&#xA0;If they would like to update the return address, please&#xA0;<a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as you submit your request on the return portalImportant Note:&#xA0;We do not include prices on products or order packaging.<h3 id> </h3><h3 id="isPasted">I forgot to add my discount code, what should I do?</h3>Not a problem!&#xA0;<a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Contact us</a>&#xA0;and we can reimburse you for the difference. Please note that we cannot apply an additional discount code if one was already used at the time of purchase. &#xA0; <h3 id="isPasted">How does Sezzle work?</h3>Split your entire online purchase into 4 interest-free payments over 6 weeks with no impact on your credit score. Add your items to the cart as normal and simply check out with Sezzle.Important Note: You may have to be logged into or create an account with us to see this option.&#xA0;&#xA0;<h3 id="how-does-klarna-work">How does Klarna work?</h3>Split your entire online purchase into 3 interest-free payments or pay in 30 days with no impact on your credit score. Add your items to the cart as normal and simply check out using Klarna.This option is not available for all countries.&#xA0;<a href="https://www.klarna.com/uk/smoooth/" rel="noopener noreferrer" target="_blank">Click here to find out more!</a>Important Note: You may have to create or be logged into your account to see this option.

Payments

<h3 id="isPasted">Can I make changes to my order?</h3>Unfortunately, we cannot make any changes to an order once you have paid for it.However, we can cancel your order if it has not been fulfilled and shipped yet. Once cancelled, you can place the order again with the updated changes.&#xA0;<a href="http://Can I make changes to my order? Unfortunately, we cannot make any changes to an order once you have paid for it. However, we can cancel your order if it has not been fulfilled and shipped yet. Once cancelled, you can place the order again with the updated changes. Contact us right away to cancel your order. If your order has been shipped, you will have to wait for it to arrive and complete the standard return/exchange process. Can I cancel my order? As long as your order has not been fulfilled, then we can cancel it for you. Please contact us as soon as possible to cancel your order before it is fulfilled. Important Note: Final Sale items that have been shipped are not eligible for refunds. For EU Customers: Please note that items prohibited from returns, exchanges and refunds are restricted to items that have been personalized such as prescription lenses, as well as items impacted by hygiene safety such as earrings." rel="noopener noreferrer" target="_blank">Contact us</a>&#xA0;right away to cancel your order.If your order has been shipped, you will have to wait for it to arrive and complete the standard return/exchange process. <h3 id="can-i-cancel-my-order">Can I cancel my order?</h3>As long as your order has not been fulfilled, then we can cancel it for you.Please&#xA0;<a href="http://Can I make changes to my order? Unfortunately, we cannot make any changes to an order once you have paid for it. However, we can cancel your order if it has not been fulfilled and shipped yet. Once cancelled, you can place the order again with the updated changes. Contact us right away to cancel your order. If your order has been shipped, you will have to wait for it to arrive and complete the standard return/exchange process. Can I cancel my order? As long as your order has not been fulfilled, then we can cancel it for you. Please contact us as soon as possible to cancel your order before it is fulfilled. Important Note: Final Sale items that have been shipped are not eligible for refunds. For EU Customers: Please note that items prohibited from returns, exchanges and refunds are restricted to items that have been personalized such as prescription lenses, as well as items impacted by hygiene safety such as earrings." rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as possible to cancel your order before it is fulfilled.Important Note: Final Sale items that have been shipped are not eligible for refunds.For EU Customers: Please note that items prohibited from returns, exchanges and refunds are restricted to items that have been personalized such as prescription lenses, as well as items impacted by hygiene safety such as earrings.

Changes and Cancellations

<h3 id="isPasted">Do you sell gift cards?</h3>Yes we do! Our gift card can be purchased in amounts of $50, $100, $200 and $500 amounts.&#xA0;You can purchase a gift card from one of our online stores:For customers outside of the EU:&#xA0;<a href="https://www.vitalydesign.com/products/gift-card-vgc?_pos=1&amp;_psq=gift+ca&amp;_ss=e&amp;_v=1.0" rel="noopener noreferrer" target="_blank">Purchase Here</a>&#xA0;For customers inside&#xA0;the EU:&#xA0;<a href="https://www.vitalydesign.eu/products/gift-card-veu?_pos=1&amp;_sid=89fae39ed&amp;_ss=r" rel="noopener noreferrer" target="_blank">Purchase Here</a>. <h3 id="do-gift-cards-ever-expire">Do gift cards ever expire?</h3>Our gift cards have no expiration date. They do not expire. <h3 id="can-i-return-a-gift-card-for-a-refund">Can I return a gift card for a refund?</h3>Gift cards can only be refunded under the following conditions:<ul><li>The balance is unused</li><li>The return is requested within our standard Return/Exchange Policy window of 30 days.</li></ul> <h3 id="can-i-use-a-gift-card-in-person">Can I use a gift card in person?</h3>Gift cards purchased online must be used in our online store. <h3 id="can-i-use-a-gift-card-during-the-sale">Can I use a gift card during the sale?</h3>You can redeem a gift card during a sale to make a purchase. A gift card can be used alongside a discount code at checkout. If you have any issues with using your gift card, please&#xA0;<a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>.

Gift Cards and Ordering a Gift

Restocking dates, limited edition items/discontinued items

<h3 id="isPasted">The item I want is out of stock. Can I pre-order the item now?</h3><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Unfortunately, no you cannot. We do not have a pre-order system in place at this time.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The best solution is to sign up for email notifications on the product page to be notified via email when a product restocks.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The Size Out of Stock&#xA0;notification prompt will appear when selecting a sold-out item. You can enter your email address if you would like to receive a notification when new inventory is added to the website for that item.Please note that items without a notification bell will not be restocked. <h3 id="how-often-are-items-restocked">How often are items restocked?</h3>Product restocks generally take between 30 and 90 days on average. Any items that are discounted or in the &apos;Sale&apos; section will not be restocked.&#xA0; <h3 id="why-do-you-have-limited-quantities-for-certain-products">Why do you have limited quantities for certain products?</h3>Our items are hand-made which means that we can only create so many at any one time.If an item sells out before you can purchase it, unfortunately, you would have to wait for a restock. Product availability is always first come, first served.To set yourself up for the best chance of securing a product restock, sign up for an email reminder on the product page. When it restocks, you will be among the first to know! <h3 id="do-limited-edition-items-restock">Do limited edition items restock?</h3>Limited Edition items rarely restock.<a href="https://www.vitalydesign.com/pages/subscribe" target="_blank" rel="noopener noreferrer"></a><a href="https://www.vitalydesign.com/pages/subscribe" rel="noopener noreferrer" target="_blank">Signing up for our marketing emails</a>&#xA0;will give you the best opportunity to find out about product launches to buy our rarest pieces before they sell out.&#xA0;

Stock Availability

We are so sorry that happened! Unfortunately, even the best of us make mistakes sometimes, we are happy to get your new item right away. Get in touch here. You can also exchange this item yourself using our return portal if you don't feel like gettin

<h3 id="isPasted">I received the wrong item, what should I do?</h3>We are so sorry that happened! Unfortunately, even the best of us make mistakes sometimes, we are happy to get your new item right away. <a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Get in touch here</a>. You can also exchange this item yourself using <span style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">our return portal if you don&apos;t feel like getting in touch.&#xA0;Below are hyperlinks to our return portals.<a href="https://returns.vitalydesign.com/#/">Orders starting with VUS</a><a href="https://returns.vitalydesign.eu/#/">Orders starting with VEU</a> <h3 id="my-item-was-damaged-when-it-arrived">My item was damaged when it arrived.</h3>We do quality check every item before it is packaged however some things can happen that are out of our control such as shipping and handling by the carrier.&#xA0;Give us a quick email and we will help you out right away! We do not ship out extra boxes for packaging damaged in shipping.&#xA0; <h3 id="my-order-said-it-arrived-but-its-not-here">My order said it arrived, but it&apos;s not here.</h3>Don&apos;t panic.&#xA0;Most of the time when this happens, the package is delivered the next day or it may have been left in an alternative safe place, such as with a neighbour.We ask that you wait at least 24 hours from the time your package is marked as delivered before contacting us to ensure it is not a temporary delay or misunderstanding. Once 24 hours have passed, <a href="https://vitalycustomersupport.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a> right away.Your case will be investigated and a replacement may be offered based on the results of our investigation.&#xA0;Please Note: We do not offer refunds for orders that are confirmed as delivered by carrier tracking information.

Ordering

Placing An Order

Payments

Changes and Cancellations

Gift Cards and Ordering a Gift

Stock Availability

Issues with a delivered order