Frequently Asked Questions

Got a question? Here are answers to the most frequently asked questions from our customers. If you need additional assistance, please reach out to us at sales@vinevu.com.

Shipping & Delivery

1. Is shipping free within the UK?

Yes, we provide complimentary standard shipping throughout the United Kingdom for all purchases. Each package is carefully prepared to ensure safe delivery and timely arrival.

2. Do you deliver to parcel lockers or pickup locations?

Currently, we only ship to home or office addresses that you provide during checkout.

3. How long does delivery take?

Orders submitted before 6:00 PM (GMT) on business days are handled within 1 to 2 business days. Once shipped, delivery typically takes 5 to 7 business days based on your location. During busy seasons, please allow 6 to 9 days.

4. How do I track my package?

Once your order ships, you'll receive a tracking number by email. You can monitor your shipment's progress anytime through our Order Tracking page.

5. What shipping companies do you use?

We partner with dependable UK shipping providers including Royal Mail, DHL, and other reputable carriers.

6. My package hasn't arrived yet. What can I do?

Please check the tracking information in your shipping notification email first. If there's no progress or the package appears delayed, email us at sales@vinevu.com. For lost packages, we'll send a replacement or provide a complete refund.

7. What happens if my package is damaged when it arrives?

We apologize for any inconvenience. Please reach out to us within 7 days of receiving your order. Send an email to sales@vinevu.com with your order number and clear photos showing the damaged product and packaging. We'll take care of it immediately.

Returns & Refunds

8. How can I return something?

If your purchase isn't quite what you expected, contact us at sales@vinevu.com within 30 days of delivery. Products must be unused, in original condition, and include all tags and packaging.

9. How long until I get my refund?

After we receive and examine the returned product, we'll start the refund procedure. Your refund will be processed within 7 business days, and you'll get a confirmation email once the refund is finalized.

10. Who covers return shipping costs?

If you received an incorrect, defective, or damaged item, we'll pay for all return shipping expenses.

If you're returning an item for different reasons – like changing your mind or returning an unwanted gift – you'll be responsible for return shipping costs.

Please contact us before sending back any item so we can help you with the proper return procedure.

Privacy

11. Is my personal data secure?

Absolutely. We utilize SSL encryption on our website to safeguard your information and payment details. We don't store credit card information and we don't share your data without permission.

12. Do you give customer information to other companies?

We never sell or distribute your personal information. Your details are only used to fulfill your order and provide customer service assistance.

For complete details, please review our Privacy Policy.

Payments

13. Which payment options do you accept?

You can safely pay with:

• Visa
• Mastercard
• American Express
• Maestro
  

14. What currency will I be billed in?

All transactions are handled in GBP (£ – British Pounds). If you're using a card from outside the UK, your bank might add currency conversion fees.

15. Is the payment process safe?

Our payment platform uses SSL encryption technology, which keeps your personal and financial information completely secure during the entire checkout experience.

16. How will I confirm my payment went through?

You'll get an email confirmation showing your order information after payment is processed. If you don't see it, check your spam folder or reach out to us.

17. What if my payment doesn't work?

Please verify your card information and account balance. If problems persist, try using a different card or contact your bank. For help, email us at sales@vinevu.com.

Contact Information

Have questions or want to chat with us? Please feel free to reach out via:

Email: sales@vinevu.com
Phone: 0141 255 0847
Contact form: Contact page

We aim to reply within 24 hours during business hours.

Business name: Vinevu
Address: 22 Lakeview Grove, Glasgow, G33 1FU, United Kingdom

Customer Service Hours

Business Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)

Business Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)