FAQ
Frequently Asked Questions (FAQ)
Welcome to Vanvilo! Here you can find answers to common questions about shopping for handbags and accessories, payment methods, shipping, returns, and refunds. If you need further assistance, our customer service team will be happy to help.
1. Orders & Account
Do I need an account to place an order?
No. You can complete your purchase as a guest without registering an account. Creating an account is optional and allows you to review your order history, track purchases, and save time during future checkouts.
Can I modify or cancel my order?
If you need to change or cancel an order, please contact us within 48 hours of placing it. We will do our best to accommodate your request, but changes and cancellations cannot be guaranteed once processing, packing, or shipment has begun.
Contact: service@vanvilo.com
2. Payment
What payment methods do you accept?
We accept major payment cards, including:
- Visa
- Mastercard
- American Express
- Other supported credit and debit cards displayed at checkout
Available payment methods may vary depending on your location and payment provider.
What currency are your prices displayed in?
Prices on vanvilo.com are displayed in US dollars (USD), unless otherwise indicated.
Your bank or payment provider may apply currency conversion charges or international transaction fees. These charges are determined by your financial institution and are not controlled by Vanvilo.
Is my payment information secure?
We use payment processing services that employ security measures designed to protect transaction information. Payment details are handled through the relevant payment provider, and our store does not intentionally store complete payment card credentials on its own servers.
3. Shipping & Delivery
Where do you ship from?
We work with logistics partners to deliver orders to eligible destinations worldwide. The dispatch location may vary depending on product availability, warehouse arrangements, and your delivery address.
How long will delivery take?
Our usual estimated timelines are:
- Order Processing: 1–3 business days.
- Estimated Transit Time: 10–20 business days after dispatch.
Delivery times are estimates and may vary due to customs clearance, destination-specific regulations, local carrier operations, severe weather, or peak-season demand.
How can I track my order?
Once your order has been dispatched, we will send tracking information to the email address provided during checkout, where available.
Use the tracking number and link in the notification to check your parcel's shipping progress. Please allow some time for tracking information to appear or update after dispatch.
If your tracking information remains unavailable or unchanged for an extended period, contact us with your order number.
What should I do if I entered the wrong shipping address?
Please email us as soon as possible, preferably within 48 hours of placing your order.
We will try to correct the address if the parcel has not yet been dispatched. Once the shipment has been handed to the carrier, changes may no longer be possible.
What if my tracking says “Delivered,” but I have not received my parcel?
Please try the following steps:
- Check your mailbox, doorstep, reception area, or other designated delivery locations.
- Ask household members or nearby neighbors whether they accepted the parcel.
- Contact your local delivery carrier for additional information.
If the parcel is still missing, contact Vanvilo within 7 calendar days of the recorded delivery date, where possible. Please provide your order number and tracking details so we can assist you.
4. Returns & Exchanges
What is your return policy?
Returns and refunds are handled according to our Return & Refund Policy.
If your handbag arrives damaged, has a manufacturing defect, or differs from the item you ordered, please contact our customer service team for assistance.
Please obtain return instructions before sending any item back. Return eligibility and available remedies are subject to our policy and applicable consumer protection laws.
Who pays for return shipping?
Responsibility for return shipping costs depends on the reason for the return and applicable legal requirements.
- Customer Preference: For eligible change-of-mind returns, customers may be responsible for return shipping costs where permitted by law.
- Damaged, Defective, or Incorrect Items: If the issue is attributable to us, we will review the case and provide an appropriate resolution, including return shipping assistance where applicable.
What should I do if my handbag arrives damaged?
Please contact us as soon as possible, preferably within 7 calendar days of delivery.
To help us assess the issue, include:
- Your order number.
- A clear description of the damage.
- Photos or videos showing the affected item.
- Photos of the packaging, if available.
Our team will review your request and explain the next steps.
5. Refunds
How long do refunds take?
Once a refund has been approved, it is generally initiated within 5–10 business days.
The time required for the funds to appear in your account depends on your bank, card issuer, or payment provider. We will provide a confirmation notification when applicable.
What should I do if my refund has not arrived?
If your refund has not appeared within the expected period:
- Check your original payment account.
- Contact your bank or payment provider to confirm the refund status.
- Contact our customer service team if the funds are still missing.
Please include your order number and any available refund confirmation details.
6. Customer Support
How can I contact Vanvilo?
For questions about products, orders, payments, shipping, returns, or refunds, please reach out through our official customer service channels.
Email: service@vanvilo.com
Phone: +852 47485867
Response Time: We aim to respond within 24–48 business hours, Monday through Friday.
To help us resolve your inquiry efficiently, please include your order number and the email address used during checkout when contacting us about a purchase.
7. Company Information
Website: vanvilo.com
Website Operator: YUNNENG TECHNOLOGY LIMITED
Business License Entity: YUNNENG TECHNOLOGY LIMITED
Registered Address:
WORKSHOP 251 ON 3/F,
JOIN-IN HANG SING CTR 2-16,
KWAI FUNG CRESCENT,
KWAI CHUNG,
NT,
HONG KONG
Thank you for choosing Vanvilo. We appreciate your trust and are committed to providing a convenient and reliable shopping experience for every handbag purchase.