Shipping and return

We make every effort to meet the promised delivery time ; with the help of our partners, delivery and sales team ; we follow everything from order to delivery. With the Track & Trace number, you can follow your order yourselves ; if there are any problems ; we will keep you updated every step of the way.

We do our best to get your products to you as soon as possible, sadly we can’t always ship all items in one go. On your account you can see what has been sent. If you require further information, please don’t hesitate to contact us via email : info@vinuovo.com, via the online chat, via Facebook or by phone: +33 (0)6 58 24 75 79 and we will look into everything for you immediately!

Nothing is more important than delivery time. This is why you can see our stock levels prior to ordering. If it’s in stock, we can have it shipped out the following day. Items that we don’t have in stock can take more time due to being on the road longer ; however, delivery times are indicated on the site for each product.
The shipping option you choose will indicate how long the delivery will be.

Is the order in your account ? If so – it’s gone through.
If you’ve made an order and after 45 minutes you’ve still not received anything in your account or by mail, then please contact our customer service.
If money has been debited : Don’t worry : We will reimburse you automatically.

If you’ve not yet confirmed the order, you can ammend as you wish.
If it has gone through and you wish to ammend the order, contact our customer service ASAP.
If you change your order by adding ; we will wait for the payment to arrive into our account before shipping.

Our customer service closely look at orders ; if ever we see a potential mistake, we will contact you directly immediately to double check. If your order has not been dispatched, you can ammend the order. If your order has been dispatched, you can always return it (at your expense). Again – contact our customer service ASAP so we can correct any errors.

There are many reasons as to why your order may not have gone through. How quickly you are refunded depends on the payment method as well as understanding why the order failed in the first place. We can only refund once the money has gone into our account first ; once received, we will try to refund you as quickly as possible. This usually takes 1 – 2 days, everything depends on the banks of course and the payment process to us. Contact our customer service ASAP.

You can place an order in 3 simple steps :

1. Place the item in your shopping basket and proceed to checkout
2. Check and modify your order. Choose your shipping preference based on your delivery address
3. Proceed to checkout to pay. We accept : iDEAL, credit card (debit card), PayPal, bank transfer – if this doesn’t apply for you, we do accept other methods of payment – just double check on the website or directly with our customer service.

Ordering Tips :

• If you don’t have an account with us, just make one when placing an order.
• We prefer not taking orders via the phone as mistakes are more easily made. If you find yourself incapable of placing your order online, we can make exceptions ; in this case, we will send you a confirmation email for you to double check, once confirmed by you, we will then proceed with the payment.
• If you encounter any issues whilst paying, we can take payments over the phone. Our employees will ask you for your credit card details to which we will input manually into our POS (Point of Sale). We will of course send you a confirmation email with a payment receipt.
• Do you want to place a large order ? Please contact us for a quote.

We do everything in our power to make sure that your oder is packed as best as possible ; damages can still occur en route to you. This is why we ask to verify your package carefully before signing for receipt!

Please be particularly observant on the following :

1. Count the number of boxes and make sure this matches with the Transport/ Delivery slip
2. Check any boxes for damage
3. If there is a damaged box, please verify the contents
4. Precisely note on the Transport/ Delivery slip the product damages AND take photos.We understand that the drivers are on a tight schedule and don’t particularly like waiting ; however, until you have signed off, they MUST wait for you to double check everything.
5. If you do not take note of damages and or incomplete shipment – we cannot hold our carriers responsible – and you will NOT be refunded.
6. After everything has been verified and you have damages/ missing articles to your order ; please contact our customer service WITHIN 48 hours.

You have the right to return your order within 14 days, please not the following :

1. ALWAYS CONTACT OUR CUSTOMER SERVICE BEFORE DOING ANYTHING
2. Returning your order is always at your own expense
3. Used or damaged items will not be accepted by us
4. Items must be properly packed and in the original boxes
5. Please note that when a product is packed by us, we protect even further using carboard, plastic or paper – you MUST do the same. If the original packaging is damaged by transport, stickers or tape – we cannot reseal and therefore cannot refund you the purchase price.
6. After receiving your returned goods, we will check the condition of the product and packaging. Depending on the product condition upon arrival – if it doesn’t meet our standards, we will not be able to refund you the purchase price, but perhaps partially.
7. We will refund the purchase price as soon as it has been approved here by us. You will be refunded within a few days.

ALWAYS contact our customer service, they are at your disposal ready to answer any queries and find solutions to your problems!
By phone : +33 (0)7 83 39 26 80
By E-Mail : info@vinuovo.com
Via our online chat, or via Facebook !