Frequently Asked Questions
ORDERS
How can I cancel my order?
- During the 24 hours after the order has been placed, you can cancel it on your own, in accordance with our policy, once an order has been processed, we are unable to cancel it. If you have received your order and need to return it for any reason, please reach out to our Support Team. They will be happy to assist you with the return process and provide further instructions.
Can I change my address?
- You may request address change within the first 24 hours after placing your order by contacting our Support Team providing your order number and correct address, we can see where your order is, but we cannot guarantee that your address will be changed. If you need more assistance, feel free to reach out to us at vertexiashop@gmail.com or via the contact us page on our website.
SHIPPING
How do I track my order?
- You can find a page to track your order here
How long does it take for my order to be shipped?
- Orders typically take 1-2 business days for processing before being shipped out. Delivery usually takes 12-15 business days. Shipping times may vary based on your location.
RETURNS & REFUNDS
How do I return an item?
- In accordance with our policy, you may return an item within 14 days of receiving your order. To be suitable for a return, the item must be in its original packaging, in the same condition as when it was received, with all tags attached, and must not show any signs of use or damage. Ensuring that these conditions are met will facilitate a smooth return process.
How do I initiate a return?
-To initiate a return, please contact our customer support team. They will guide you through the return process and provide you with a return authorization if applicable.
Where is my refund?
- Your refund will be processed once we have approved your return. After the refund has been issued, please allow up to 10 business days for it to appear in your bank account, depending on your bank or payment method. We will notify you via email once your refund has been issued.