Order processing

Most orders are prepared for dispatch within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday and exclude public holidays. Orders placed during weekends or public holidays normally begin processing on the following business day.

Processing may take longer when:

• Payment requires additional verification.
• The delivery address is incomplete or unclear.
• An order includes several products or fulfilment locations.
• A product is temporarily unavailable.
• A major promotion causes unusually high order volumes.

You will receive an order confirmation after checkout. A separate dispatch notification will normally be sent after the parcel leaves the fulfilment facility.

Shipping methods and charges

Available shipping methods and charges are calculated after a complete delivery address is entered during checkout.

Shipping charges may depend on:

• The destination country or region.
• The delivery method selected.
• The quantity, value or weight of the order.
• Any applicable free-shipping promotion.

Review the final order total before submitting payment. Delivery promotions may have minimum order values, destination restrictions, product exclusions or expiry dates.

Delivery destinations

Vynovena ships to the countries and regions available during checkout.

If no delivery option appears after a complete address has been entered, we may not currently be able to ship to that destination.

Certain carriers may not support PO boxes, military addresses, freight-forwarding addresses or specific remote locations.

Delivery availability may change because of carrier restrictions, customs requirements, sanctions, safety concerns or operational conditions.

Tracking your order

When tracking is available, your shipping confirmation email will normally contain a tracking link or tracking number.

Tracking may require 24–72 hours to display its first carrier scan. International tracking may update less frequently while a parcel moves between countries or passes through customs.

Delivery address information

Customers are responsible for entering a complete and accurate delivery address during checkout.

Please check:

• The recipient’s full name.
• The house, building or apartment number.
• The street name.
• The city, county, state or region.
• The postcode or ZIP code.
• The destination country.
• The email address and telephone number.

Contact us immediately if you notice an address error. We will try to update the address before dispatch, but changes cannot be guaranteed after processing begins.

Split shipments

Orders containing several products may be dispatched in more than one parcel when products are processed at different fulfilment locations.

Parcels from the same order may have separate tracking numbers and may arrive on different dates.

You will not be charged an additional delivery fee solely because Vynovena divides an order into multiple shipments.

Delivery delays

Delivery periods displayed on this page and during checkout are estimates rather than guaranteed arrival dates.

Delays may occur because of:

• Customs inspection or border processing.
• Severe weather or natural events.
• Public holidays or peak shopping periods.
• Carrier capacity or transport disruption.
• Remote-location delivery conditions.
• Incorrect or incomplete address information.
• Events outside our reasonable control.

Unless another delivery period has been expressly agreed, we aim to deliver orders without undue delay and within 30 days after the sales contract has been formed.

Contact customer support if the estimated delivery period has passed without a meaningful tracking update.

Customs duties and import taxes

International shipments may be subject to import duties, local taxes, VAT, customs fees or carrier handling charges.

Unless checkout expressly states that duties and taxes are included, these charges may be payable by the recipient and are not included in the amount collected by Vynovena.

Customs authorities and delivery carriers determine whether charges apply and the amount payable. Vynovena does not control customs assessments or clearance times.

Refusing a parcel because of unpaid import charges may result in return-to-sender costs being deducted from an eligible refund where legally permitted.

Tracking shows delivered, but the parcel is missing

If tracking shows that your parcel was delivered but you cannot locate it:

1. Check around the delivery location and any safe place.
2. Ask household members, neighbours or reception staff.
3. Review any carrier photograph or delivery notification.
4. Contact the carrier for additional delivery information.
5. Contact Vynovena if the parcel still cannot be located.

Include your full name, order number, delivery address and tracking number when contacting us.

Lost, damaged or incomplete shipments

Contact us promptly if:

• Your parcel has not arrived within a reasonable period.
• The packaging arrives visibly damaged.
• A product is damaged during delivery.
• An item is missing from the parcel.
• You receive a product that you did not order.

Please provide:

• Your order number.
• A clear description of the issue.
• Photographs of the parcel and products.
• A photograph of the shipping label.
• Relevant carrier correspondence.

We may need to open an investigation with the carrier or fulfilment provider before confirming a refund, replacement or other remedy.

Failed delivery and returned parcels

A parcel may be returned because:

• The delivery address is incorrect or incomplete.
• The recipient refuses delivery.
• The parcel is not collected from the carrier.
• Required customs charges are not paid.
• The carrier cannot access the delivery location.

Contact customer support if tracking shows that your parcel is being returned.

Depending on the circumstances, we may offer redelivery or process an eligible refund after the returned parcel has been received and checked.

Where legally permitted, original delivery costs, return-to-sender charges or redelivery fees may be deducted where the failed delivery resulted from incorrect address information, refusal, non-collection or unpaid import charges.

Delivery responsibility and consumer rights

Where Vynovena arranges the delivery carrier, Vynovena remains responsible for the order until the goods are delivered to you or to a person identified by you to receive them, subject to applicable law.

If a parcel is delayed, lost or damaged while being delivered by a carrier arranged by Vynovena, contact us so that we can investigate the matter.

This Shipping Policy does not limit any mandatory consumer rights available under applicable law.