Frequently Asked Questions (FAQ)

Welcome to our FAQ page!
Find quick answers to the most common questions about orders, shipping, returns, and more.
If you can’t find what you’re looking for, please contact us at contact@vonel.shop — we’re happy to help!

🛒 Orders

Q: How do I place an order?
Simply browse our website, add your favorite items to the cart, and proceed to checkout. You’ll receive a confirmation email once your order is placed.

Q: I didn’t receive an order confirmation. What should I do?
Please check your spam/junk folder. If you still can’t find it, contact us at contact@vonel.shop with your full name and the email you used to place the order.

Q: Can I change or cancel my order after placing it?
You can request a change or cancellation within 6 hours after placing your order. Once your order has been processed or shipped, it cannot be modified.

🚚 Shipping & Delivery

Q: How long does shipping take?
Processing time: 1–3 business days
Delivery time: 7–21 business days, depending on your location.

Q: Do you ship worldwide?
Yes! We ship to most countries around the world.

Q: How can I track my order?
You’ll receive a tracking link by email once your order ships.
You can also visit our Order Tracking page to check your delivery status.

Q: Why hasn’t my tracking updated?
Tracking updates may take a few days to appear, especially during customs clearance or international transit. If no updates appear for 7+ business days, contact us at contact@vonel.shop.

📦 Returns & Refunds

Q: Do you accept returns?
Yes. We accept returns within 14 days of delivery if the product is unused, undamaged, and in its original packaging.
Read the full policy here: Return & Refund Policy

Q: Who pays for return shipping?

• If the product is defective or wrong: we cover the shipping cost.

• If it’s a “change of mind” return: the customer covers return shipping.

Q: When will I receive my refund?
Once your return is received and inspected, your refund will be issued within 5–10 business days back to your original payment method.

💳 Payments

Q: What payment methods do you accept?
We accept all major payment methods, including:
Visa, MasterCard, American Express, and other secure online payment options.

Q: Is my payment information secure?
Absolutely. All transactions are processed using encrypted payment gateways that meet the highest industry security standards.

💬 Customer Support

Q: How can I contact you?
You can reach us anytime at contact@vonel.shop.
We usually respond within 24–48 hours (Monday–Friday).

Q: Do you have a phone number?
Currently, we provide support via email only — this helps us keep our service fast and organized.

🧾 Other Questions

Q: My package was marked as delivered but I didn’t receive it.
Check around your property, with neighbors, or at your local post office.
If you still can’t find it after 7 days, contact us with your order number and tracking info.

Q: Will I be charged customs fees or import taxes?
Depending on your country’s import regulations, additional fees may apply. These are the customer’s responsibility and are not included in our prices.

✉️ Still Need Help?

If your question wasn’t answered above, please contact us directly at:
📧 contact@vonel.shop
We’re here to make sure your experience is smooth and satisfying.