FAQ
How can I contact Vaultrys?
You can reach us by email at support@vaultrys.com. Our customer service team will be happy to help you with anything you need!
Which payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, American Express), PayPal, Apple Pay and Klarna.
Can I change or cancel my order?
As we process orders as quickly as possible, you must request changes or cancelations within 12 hours of placing your order. All requests after this time will be rejected. Your order can be returned upon receipt for a full refund.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sales promotions. We process orders Monday through Friday. Orders are processed within 1-3 business days of the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
How long will it take to receive my order?
Due to high demand, it can take between 2-4 weeks for your order to arrive.
What happens if I don't receive my order?
If you do not receive your order within 30 days of dispatch, you are entitled to a full refund.
Will I be charged customs duties and taxes?
Prices on our website are displayed in EUR and exclude taxes, which means that you may be responsible for duties and taxes when you receive your order. Import taxes, duties and associated customs fees may be levied upon arrival of your order at its final destination and will be determined by your local customs office. Payment of these fees and taxes is your responsibility and is not covered by us. We are not responsible for any delays caused by the customs office in your country. For more information on fees, please contact your local customs office.
How can I return an item?
Please contact us at support@vaultrys.com.
What happens if the items I receive are defective/wrong/damaged?
Please contact us if you have received goods that are incorrect, missing and/or damaged. Please include your order number, photos of the items and all relevant details once you have received your package. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to your original payment method. If you paid with a credit or debit card, the refund will be sent to the issuing bank within 7-10 business days after receiving the returned item or the cancellation request. Please contact the issuing bank if you have any questions about when the credit will appear in your account. If you have not yet received a refund for your return, please contact your bank or credit card company. It may take some time for the refund to be credited to your account.