FAQ

Orders

How to order?

You can order goods from us exclusively through our e-shop. We do not allow ordering by e-mail or by phone.

You put the selected goods in the basket
You go to the checkout You fill in the data for invoicing and delivery
You fill in the card payment form.
You send the order. If the order goes well, you will immediately receive an automatic e-mail about the received order, which is being processed.
After processing, packing and sending your order, we will inform you by the following email.
On the day of delivery, the UPS courier will contact you by phone.

At the moment, it is only possible to pay with a credit card through the secure Stripe payment gateway. We do not allow you to order goods on cash on delivery or on invoice.

Delivery

What types of delivery do you have?

We have only 1 way to deliver your order, and that is through the delivery company UPS, which will deliver the package to you. All across the European Union.

How long it takes to receive my order?

Depends on the time of your order and the amount of our orders. Mostly delivery takes approximately 2-3 business days, sometimes 3-4 business days. We do our best for you to receive your order as soon as possible.

I don´t receive my order, what to do?

If you don´t have your package after few days, do not hesitate to contact us at info@veganova.eu and we will check your order. We are always here for you!

Claims & Returns

There is a problem with received goods, what to do?

If you received goods that you did not order or the goods were defective, do not hesitate to contact us at info@veganova.eu and we will solve your problem together. If you are registered with us, you can fill out a complaint form directly in your customer account.

Can I send you back the wrong goods?

If you received goods that you did not order or you no longer want the goods for various reasons, while they are not opened, used and damaged, write to us at info@veganova.eu and we will solve your problem together. If you are registered with us, you can fill out the return form directly in your customer account.

How long it takes to have my money back?

We will always respond to you within 24 hours of receiving a complaint or return. If the complaint or return is justified, we return the money immediately to your account or send you new goods.