FAQs
How can I make an order from Vahow?
Placing an order on our site is very simple. After finding the item(s) that you wish to purchase and adding them to your cart, you can then follow through the directions inside to complete your order.
Keep in mind, your order is only placed once the checkout process has been completed, and a payment option has been selected.
Is ordering from Vahow safe?
Yes, our website is perfectly safe. Using ecommerce industry-standard encryption technologies to ensure safety when transferring and receiving data between customers and our servers, you can rest assured that all credit card information and personal information you provide is ensured to be kept electronically secured.
How can I get help or support regarding my order?
Our email support is available for customers, and one of our representatives will try to respond to your queries as soon as possible should you need any assistance.
Can prices on the website change?
Yes, due to the nature of the products, prices are subject to change, without notice. However, we also occasionally offer discounts on our products. When you place an order, you are guaranteed to be charged the price listed for an item at the time of purchase.
What payment options are available?
We accept all major credit cards, debit cards and PayPal payments to suit your payment preferences.
How will I know when my item(s) have been shipped?
Once your order has been shipped, you will receive an email from us with regards to shipping information and this will also include a tracking number. If you haven’t received an email like this within a day of purchase, please check your spam/junk folders, or alternatively, contact us.
Why is the tracking number not showing updates?
Unfortunately, delivery couriers sometimes experience delays and issues due to high demand. The majority of our shipments are delivered on time, however occasionally some experience less updates during the delivering process than others, and so it is not uncommon for you not to receive an update before it reaches your local delivery hub. It is advised to check your tracking number frequently, for up-to-date information regarding your purchase.
Am I able to amend or cancel an existing order?
Once an order is placed, it is not possible to amend, due to our delivery process being so fast between order placement and handing over orders to the delivery companies. However, should you have any queries you may contact us via email, and we will try to help you in whatever way we can.
I received the wrong product – what can I do?
Please contact our customer service if you have received a wrongful product in your order, and we will solve this for you.
Do you offer a returns policy?
We offer a complete returns policy on all of our products, only asking customers wishing to return an item that they follow some requirements which are as follows: items must be returned as they are sent, tags and labels must remain attached, and the products must remain in good condition with no visible marks, stains, or damages. If you wish to exchange an item, you only need to return the product(s) that you wish to exchange.
Can I expect to pay custom or import charges?
Unfortunately, customs or import duty fees are decided upon by the receiving country, and these charges are only subject to be paid by the receiving party of the parcel – you, the customer. We do not have any control over this process, and it is impossible to give an exact answer to this question, as these customs fees and import duties vary between country, and also change from time to time. We advise that you contact your local customs administrative office before placing an order to get more accurate information.
Furthermore, these fees are non-refundable; any order to a customer that is refused delivery due to import fees or customs charges attached will not be subject to a refund by us to the customer in any way, and any return shipping costs will not be refunded either.
In most cases, customs clearance takes 1 working day to process. To ensure you receive your order in due time, and to avoid delays, we strongly advise that you:
Provide mobile phone numbers so that customs may contact you should they need to, and so that this number may be attached on the commercial invoice which will help customs process your order.
Do not refuse delivery of an order or ignore the courier’s requests for import fees or customs duties, as you are liable for these charges. Please note, couriers usually hold a shipment for 5 days after arrival into the delivering country, and if these fees are not processed during this period, the order shall be abandoned and returned to the sender.
I have not received my order, but the tracking says it has been delivered – what do I do?
We regret to inform you that we are not liable for courier accidents involving missing or lost packages. If you have not received your order, but the tracking states it is delivered, please contact neighbors or if you are in an apartment building check with the staff etc. or contact your local mail authority before contacting us. If in the unfortunate event you still have not received your order, please contact us and file a claim – based on the outcome of this, we may or may not be able to assist you in replacing your order, but we offer no guarantee.
My order was cancelled – what do I do?
Sometimes, an order may be cancelled if the item you request is not in stock any longer.
It is also possible that an order may be cancelled if there is inconsistent or inaccurate customer information that halts the process. To continue with an already placed order, please ensure that all payment information including delivery information and billing information is accurate, and then proceed to create a new order on our site or contact customer service for more assistance.
What do I do if a price on my order is incorrect?
It is not unheard of for a pricing error to occur, despite our efforts to contain such an event from occurring.
Therefore, if an item that you have ordered is priced higher than the stated price, we shall contact you with instructions before shipping out your order. If we do not hear back from you within a period of 15 days, your order will be cancelled, and we will notify you of the order cancellation.
If an item that you have ordered is priced lower than the stated price, then we shall charge you the correct and lower price once your order leaves our warehouse.
Do you offer international shipping?
Yes. For information regarding international shipping costs, you may find this information during the checkout process that will provide up-to-date international shipping prices depending on the delivery address you provide us with.