FAQs
Shipping & Delivery
Where is my order?
Once we ship your order, our system will send you an auto-email including tracking information.
To track your order,
- You can click the tracking link in the shipping confirmation email you received.
- If you can't find the confirmation emails in your inbox, the email may well be in your spam folder.
- Or you can put your order number or tracking number in this link : TRACKING MY ORDER.
If you still can not track your order, feel free to contact us at service@vettuma.com
Why is there no tracking update?
Tracking updates can be delayed when the parcel is:
- Held up by force majeure, such as extreme weather, shipping restrictions, strikes, etc.
- Going through local customs clearance procedures.
- System error or delay. Normally recovers within 24 hrs.
If you still can not find any update to your parcel, feel free to contact us at service@vettuma.com
Why didn't I get a shipment notification email?
Once we ship your order, our system will send you an auto-email including tracking information.
If you did not receive the email:
- Please check whether the email address you left is wrong.
- Please check whether the email is in your spam folder.
- Please check the status of your order in your account to see if it has been shipped.
If you still can't find the email, feel free to contact us at service@vettuma.com
Why is my order shown delivered before I receive it?
If you didn't receive your item(s):
- Please check if you fill in the address information correctly on your order.
- Please contact the courier company for more details.(The contact information of the courier company will be sent in the auto-generated email)
- Please check your mailbox or ask your neighbors if they have received the parcel on your behalf.
- If you haven't received the item in 3 business days after your order is shown delivered, please feel free to send us an email at service@vettuma.com
What can I do if the tracking service shows that the delivery of my parcel was unsuccessful?
Firstly, we advise you to verify your shipping address information you left when you made the purchase. If the address is correct, we suggest you contact the courier company for more details first as it is the most efficient way to solve your concern.(The contact information of the courier company will be sent in the auto-generated email). If the issue still remains, please feel free to send us an email at service@vettuma.com
If you want to learn more about Shipping & Delivery, we suggest you check our Shipping Policy or contact us directly.
Returns and Refunds
What is the return period for the products on Vettuma ?
We provide a 30-day return and exchange service for all the products on vettuma, meaning that you can submit a return or exchange request within 30 days of receiving your products for any reason.
Please note: Unless our product is defective or has a quality issue, all the costs (including but not limited to the return label fees, the shipping costs, etc.,) during the return and exchange must be covered by the customer.
We cannot process any refunds or exchanges after 30 days.
How can I cancel or amend my order?
Order not shipped
Please email us at service@vettuma.com immediately, titled with your order number and your request. We will assist you with your request as soon as possible.
Order already shipped
If you want to change your order, we are sorry to inform you that we can not amend your order at this point. If you want to cancel your order, please contact us at service@vettuma.com as soon as you can. If we successfully halt the ongoing shipment, your request for cancellation will be fulfilled. Otherwise, you need to submit another request to cancel the order when you receive the package.
How do I initiate a return?
Step 1
Please initiate a return or an exchange request by contacting us via official email at service@vettuma.com
In your email, please provide the following compulsory information, including the order number, specific items, specific quantity you wish to return, the current state photos of your product, along with the reasons for the return.
If there’s a quality issue, please do attach relevant photos that can clearly show the defective parts of our products and our shipping label.
Step 2
Once your return & exchange request is approved, our customer service team will send you an instruction email which contains more detailed information, including the return label, specific return address, and other relevant notice.
Step 3
After we receive and inspect the returned items, we will send you an updated email and process your refund within 5 business days.
The refund will be issued via the original payment method that you complete your order. After processing, you will receive a confirmation email regarding the refund.
Payment Methods
What payment methods does vettuma accept?
Currently we only accept the PayPal as main payment options for our customers at Vettuma.
Is paying online at Vettuma secure?
Please be informed that all the pages and transactions on our website are encrypted with SSL (Secure Sockets Layer) technology to ensure all your data, including credit card information, is fully protected. Should you have any further concern or need any assistance, please do not hesitate to contact our customer support team.
What should I do if my payment is declined?
We suggest you check the information filled in first, such as your PayPal account ID, card number and the expiration date in PayPal. If everything is correct, please contact the PayPal or our customer support for further assistance.
If you are still unable to find satisfactory answers of your questions, please feel free to contact at service@vettuma.com
Contact Us
Email: service@vettuma.com
Phone: +44 7410395439
Company Name: LY TECH LIMITED
Company Registration Number: 15493390
Business Hours: 9:00 AM - 6:00 PM GMT, Monday to Friday
Business Address: 16 Heathfield Park, London, England, NW2 5JA, United Kingdom