Help & FAQs

Hello, how can we help?

  • Order Issues
    • Q: Why didn't I receive Order Confirmation email?
      A: Please check your spam folder if you haven't received Order Confirmation email. Please write an email to Customer Service Team with your transaction ID.
    • Q: Can I cancel my order?
      A: If your order has not been shipped out, you can cancel this order under "My Orders" . Or you can contact us for assistance.
    • Q: What is the status of my order?
      A: Please click on My Orders page. The tracking information will be updated there on time.
    • Q: How to write a review?
      A: After your package is delivered, please write a review by clicking on "Write Review" button in "My Reviews" page.
    • Q: Can I modify the address after placing an order?
      A: Please contact us to modify the address before your order is shipped out.
    • Q: How to get my invoice?
      A: Please provide us with the order number and billing address through contact us .
    • Q: Does VEVOR add VAT on products sold in Europe?
      A: VAT is the value-added tax levied on goods sold by VEVOR in Europe. Prices of goods sold by VEVOR (excluding discount) include VAT. VAT must be calculated according to the applicable laws and different tax rates in each country in Europe. Therefore, when your order is settled, the VAT amount may vary, depending on the destination country VAT rate that applies to the order. For orders shipped to other EU countries, the default country's VAT will be deducted and the VAT rate of the destination country will be applied. The final VAT will be displayed upon confirmation of your order , along with the VAT rate corresponding to the destination country of the product. In order to provide you with a better shopping experience, VEVOR pays VAT for these goods. For further questions regarding VAT on orders, please contact
  • Shipping & Delivery
    • Q: Where is my package shipped from?
      A: We have multiple warehouses in North America. We will ship your package from the warehouse that is the closest to you.
    • Q: When can I expect my package?
      A: All packages will be shipped out within 24 hours. The delivery time is 1-7 days.
    • Q: How can I get tracking information?
      A: After the package is shipped out, tracking information will be simultaneously updated in "My Orders" page.
    • Q: Why is the tracking number invalid?
      A: Please wait patiently. The tracking number is invalid before the carrier scans the package and upload the information.
    • Q: What can I do if delivery fails?
      A: Please contact the local carrier and re-schedule the delivery.
    • Q: Will there be any customs clearance fees when purchasing products on VEVOR?
      A: When ordering from VEVOR, you're responsible for assuring the product can be lawfully imported to the destination. For non-EU countries, there may be customs duties charged for the products you purchase.
    • Q: How to calculate customs clearance fee?
      A: Import fees imposed by the customs of your shipping destination vary based on the customs regulations of the destination country. The components that play a role in the calculation of import fees include (among others): Product Category and Price Shipping Cost and Package Weight Customs Clearance Channel Import taxes are based on the duty amount. Customs policies vary widely, and some countries do not charge import fees for shipments below a minimum value. Please contact the customs office of your destination country for more information.
  • Return & Refund
    • Q: How long is the warranty period?
      A: We provide a one-year warranty for products sold on our official website.
    • Q: Can I return my product?
      A: Please read our Return Policy carefully before returning your product. Please contact Customer Service Team if you have further questions.
    • Q: How long until I receive the refund?
      A: Refund will be settled in 15 business days. The Exact date of the transferred refund is determined by the bank.
    • Q: What can I do if I did not receive the refund?
      A: Please contact your bank first to confirm whether the refund was settled. Please contact us next if the bank said the payment did not go through.
    • Q: How can I get a refund?
      A: Please contact us and provide corresponding pictures and videos.
  • Payment & Promos
    • Q: How can I get a discount code?
      A: Modifying Shipping Address:Please pay close attention to the promotion activities on our website to get a discount code.
    • Q: What can I do if I forget to use the discount code?
      A: Please use the discount code on your next purchase before the code expires.
    • Q: Why is my discount code invalid?
      A: Please read the usable product range, time and other regulations of the discount code. Please contact us next for more details.
    • Q: Can I use more than one discount code on one order?
      A: Only one discount code can be used on one order.
    • Q: What are the accepted payment methods?
      A: Paying by PayPal and credit card is accepted.
    • Q: What can I do if my payment fails?
      A: Please check your network environment, payment method, and bank settings.
  • Product & Stock
    • Q: Do you provide wholesale business?
      A: Please click on "contact us" button to get more information
  • My Account
    • Q: How can I reset my password?
      A: Password can be edited via clicking 'Edit Password' under 'My Account'.
      If you have forgotten your password and cannot log in, you can click 'Forgot Your Password' from the login page.
    • Q: Why can't I log in my account?
      A: Please check whether the account and the password is correct. If you are still having difficulties logging in, please contact Customer Service Team to get more support.
    • Q: How can I modify my email address?
      A: In the event that the registered email address is misspelled, we cannot modify it for you but we recommend double-checking the email address before registering.
      If you want to modify your email address in address book, please follow the steps below: 【My Account】-【Address Book】
    • Q: How can I close my account?
      A: Sorry, you can't close your account by yourself.
      If you don't want your account, you can contact us to delete it after all your orders have been completed and coupons have been used up.
    • Q: How can I unsubscribe?
      A: You may click 'Unsubscribe' at the bottom of the promotional email to unsubscribe. Or you can contact us to unsubscribe.