FAQ

Frequently Asked Questions (FAQ) – VornUp

Last updated: April 4, 2025

Welcome to our FAQ section. Here you’ll find answers to the most frequently asked questions about VornUp’s products, orders, shipping, returns, and more. If you still need assistance, feel free to contact us at info@vornup.com.

1. Where do you ship to?

We currently ship to most countries in the European Union and selected countries in the European Economic Area (EEA). If your country isn’t listed at checkout, contact us directly.

2. How long does delivery take?

Our average delivery time is 7 business days, but in rare cases, delivery may take up to 12 business days due to customs, local carrier delays, or other unforeseen factors.

3. Do I have to pay customs or import taxes?

No. Orders delivered within the European Union do not incur additional customs duties or import taxes. For orders outside the EU, customs fees may apply depending on local regulations.

4. How can I track my order?

Once your order is shipped, you will receive a confirmation email with your tracking number and a link to monitor the delivery progress.

If you haven’t received your tracking link within 3 business days, please reach out to us at info@vornup.com.

5. What is your return policy?

You have 14 days from the delivery date to request a return or exchange, in line with the EU Right of Withdrawal.

Items must be unused, in original packaging, and in resellable condition. For full details, please visit our Return & Refund Policy.

6. Can I exchange a product for another size or color?

We do not process direct exchanges. If you need a different size or color, you can return your item and place a new order.

7. Do you offer warranties?

Yes. All our products are covered by a 2-year legal guarantee under EU consumer law. If your item is defective or not as described, you may request a repair, replacement, or refund. Learn more in our Warranty Policy.

8. I received a damaged or incorrect item. What should I do?

We’re sorry about that! Please send a photo and your order number to info@vornup.com within 48 hours of delivery. We’ll resolve it as quickly as possible.

9. How can I contact customer service?

Our support team is available Monday through Friday, from 9:00 AM to 6:00 PM (CET). You can contact us via:

10. Do you offer discounts or promotions?

Yes! We frequently run seasonal offers and exclusive promotions. Sign up for our newsletter or follow us on Instagram @vornup to stay updated.