Frequently Asked Questions (FAQ)

How long does delivery take?

Orders are processed within 1–3 business days.

After dispatch, delivery usually takes 8–12 business days.

You'll receive a tracking email once your order has been shipped.

Is shipping free?

Yes.

We offer Free Standard Delivery on all orders.

There are no hidden shipping fees.

Can I track my order?

Yes.

As soon as your order has been dispatched, you'll receive an email containing your tracking number so you can follow your parcel until delivery.

Can I cancel my order?

Orders can only be cancelled before they have entered the processing stage.

If your order has already been processed, it can no longer be cancelled. You may return eligible items after delivery in accordance with our Returns & Refund Policy.

What is your return policy?

You may return eligible items within 14 days of delivery.

Returned items must be:

  • Unworn
  • Unused
  • In their original condition
  • Returned with all original tags attached
  • Returned in the original packaging

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty, damaged, or an incorrect product was received.

We recommend using a tracked shipping service.

How long does it take to receive my refund?

After your return has been received and approved, refunds are processed within 7–10 business days to your original payment method.

Please note that your bank or payment provider may take additional time to complete the transaction.

What should I do if I receive a damaged or incorrect item?

Please contact us within 48 hours of delivery.

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item
  • Photographs of the packaging

We'll review your request and provide an appropriate solution as quickly as possible.

What payment methods do you accept?

We accept the payment methods displayed during checkout.

All payments are processed securely through trusted payment providers.

Your payment information is encrypted and handled securely.

How can I contact Customer Support?

You can contact our Customer Support team by email.

Email:
vymera@outlook.com

Support Hours

Monday – Friday

9:00 AM – 5:00 PM 

We aim to respond within 24 business hours.

Is my personal information secure?

Yes.

We take appropriate technical and organisational measures to protect your personal information.

For more details, please read our Privacy Policy.

Can I exchange an item?

We do not currently offer direct exchanges.

If you'd like a different size or colour, simply return your original item (if eligible) and place a new order.

What if my order hasn't arrived?

If your order has not arrived within 15 business days after dispatch, please contact our Customer Support team.

We'll investigate the shipment with the courier and assist you as quickly as possible.