Frequently Asked Questions
How nice that you are trying to get in touch with us! Do you have a question about your package? Then first read our FAQ below as it consists of the most frequently asked questions. Can't find your answer? Then you can always contact us at the bottom of this page.
1. Where is my parcel?
After placing your order, it takes an average of 1-2 working days to process your order and 7-10 business days for delivery within the United Kingdom. If this timeframe has passed, please contact our customer service.
You can track your order anytime here: Track Your Order.
2. Where can I find my track & trace code?
Once your order has been shipped, you will automatically receive a Track & Trace code. Also check your spam, sometimes our e-mails end up there. Please note that it may take a while before your Track & Trace link becomes active.
3. I am not satisfied with my parcel
Check our Refund Policy page to return your parcel.
Placing Order and Shipping Policy
- Can I Modify My Order After It Has Been Placed?
We understand that you might change your mind. If you need to modify your order, please contact us at service@vitaloreal.com as soon as possible. We can assist with changes as long as your order has not yet been processed or shipped.
- How do I place an order on your website?
Placing an order is easy and secure! Simply navigate to the product you wish to purchase, select the desired quantity and specifications and click the “add to cart” button. Once you are ready to complete your purchase, click into your cart and click “Checkout” to enter your shipping information and payment details.
- When will my order ship?
Processing Time: Once your order is placed, it is approved, quality-checked, and packaged. All orders are forwarded to our fulfillment center for shipping within 24 hours.
Delivery Time: The estimated delivery time is 8 to 12 business days from the moment your order leaves our fulfillment center.
Payment Information
- What Payment Methods Do You Accept?
We accept a variety of payment methods, including major credit cards (VISA, MasterCard, American Express) and PayPal. All transactions are processed through a secure checkout system to ensure your safety and privacy.
- Is It Safe to Use My Credit Card on Your Website?
Yes, it is completely safe to use your credit card on our website. We use a secure checkout system with advanced encryption technology to protect your payment information and ensure your transaction is secure
Return and Refund Policy
- What is the Return Period and How Do I Return a Product?
If you have any concerns about returning a product, please contact us at service@vitaloreal.com for assistance.
Please note that for products categorized under health and beauty, returns may not be accepted due to their nature.
- How Long Does It Take to Receive My Refund?
A full refund will be issued to the original method of payment. All customers are required to contact us at service@vitaloreal.com.
Please Note: Most financial institutions require an average of 3–5 business days to process refunds after we have completed the refund on our end.
- Why Can’t Beauty and Health Products Be Returned?
For hygiene and safety reasons, we cannot accept returns or issue refunds for beauty and health products. This includes (but is not limited to) makeup, hair styling products, and other related items. We take hygiene and public safety very seriously to protect all our customers, aligning with the industry standard that many other suppliers also follow.
In General, Products Cannot Be Returned If Any of the Following Conditions Apply:
- The buyer has repaired or modified the delivered products themselves, contrary to the instructions provided with the product or packaging.
- The defect or return request is due in whole or in part to official hygiene regulations that restrict the return of such items.
We appreciate your understanding and cooperation in maintaining these standards.
- My Order Arrived Damaged. What Should I Do?
If your order arrived damaged, please contact us at service@vitaloreal.com within 14 days of receiving the item. Be sure to include your order number along with photos of the damaged product(s) and packaging. Our team will review the issue and assist you with a replacement or resolution promptly.
- Do I have to pay for the return?
Yes, if you choose to return an item because it doesn’t meet your expectations, you will be responsible for the return shipping costs. Returns must be made within 14 days of receiving your order.
General Questions etc.
- Why should I contact you first and not payment provider or PayPal?
If you contact us first, we can find a faster solution and even make a better offer tailored to your situation. Payment service providers may take longer to process applications/resolutions.
- How can I contact you in payment matters?
You can send us an e-mail to service@vitaloreal.com and our support team will help you immediately.
- What should I do if I have a payment problem or concerns about an order paid via Credit card or PayPal?
To get a quick solution and the best offer, please contact us directly before contacting your payment provider. Our team is here for you and can often solve your problem more efficiently.
If you can't find the answer to your question, you can always contact us:
Email: service@vitaloreal.com