Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at vortellesupp@yahoo.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at vortellesupp@yahoo.com.
1. Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from CJ warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA or CANADA, it will be counted 45 days after orders departed.
b. For to all other counties, will deal with your dispute for delayed orders after 100 days counting from the date that order departed.
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received
Will not deal with the refund or resend if the tracking information shows the order is delivered.
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, we takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, will put the products in your private inventory and will not refund them when we receive the returned items.
c. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged
We offers a full refund or a replacement if packages arrived are badly damaged.
We offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, you shall complain or open a dispute to you within 30 days after packages are delivered.
4. Incorrect or Missing Products
We has a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., we offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Notes:
For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation
For orders cancellation, we offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.