Find answers to the most common questions about orders, shipping, returns, payments and your account. If you can't find what you're looking for, our Customer Support team is happy to help.
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Order, Delivery & Returns
How long does delivery take?
Delivery times depend on your location and the selected shipping method. After placing your order, you will receive a confirmation email with your order details. Once your order has been shipped, you will receive a tracking link by email.
How can I track my order?
As soon as your order has been dispatched, you will receive a shipping email with a tracking link. You can use this link to follow your parcel until delivery.
I did not receive my confirmation email. What should I do?
Please check your spam or junk folder first. Also make sure you entered the correct email address at checkout. If you still cannot find it, contact our customer service team and we will help locate your order.
Can I change or cancel my order?
We process orders quickly, so changes or cancellations are not always possible. Please contact us as soon as possible after placing your order. If your order has already been shipped, you can return it after delivery.
Can I change my delivery address?
If your order has not been shipped yet, contact us as quickly as possible. Once your parcel has been handed over to the courier, address changes may no longer be possible. You may be able to adjust delivery options through the courier’s tracking page.
What happens if I miss my delivery?
The courier will usually try to deliver again or leave instructions for pickup. Please check your tracking link for the available options. If the parcel is returned to us, contact our customer service team.
My order says delivered, but I have not received it. What should I do?
Please first check with your neighbours, around your property and any safe place mentioned by the courier. If you still cannot find your parcel, contact us within 7 days of the delivery date so we can investigate it with the courier.
Do you offer pickup point delivery?
If pickup point delivery is available in your region, it will appear as an option at checkout. You will receive instructions from the courier about where and when to collect your parcel.
What should I do if my order is damaged or incorrect?
Please contact us as soon as possible with your order number and clear photos of the product and packaging. Our team will review the issue and offer a suitable solution.
Can I return my order?
Yes, you can return your order within 14 days of receiving it. Items must be unused, unworn and returned in their original condition. Once your return has been received and checked, we will process your refund.
Payment, Account & Website Support
I cannot place an order. What should I do?
Please refresh the page, check your internet connection and try again. If the issue continues, try another browser or device. You can also contact our customer service team for help.
My payment failed. What can I do?
Please check whether your payment details are correct and whether your bank has approved the transaction. You can also try another payment method. If the problem continues, contact your bank or our customer service team.
Is my payment secure?
Yes, all payments are processed through secure payment providers. Your payment details are handled safely and are not stored directly by Vorene.
Why is my cart empty?
This can happen if cookies are blocked, your browser session expired or you switched devices. Try adding the items again or use another browser.
Why can’t I apply my discount code?
Make sure the code is typed correctly and still valid. Some codes only work on selected items or cannot be used together with other discounts.
The website is not loading correctly. What should I do?
Please refresh the page and clear your browser cache. If that does not help, try another browser or device. If the issue remains, contact us and include a screenshot if possible.
I cannot log into my account. What should I do?
Please check whether you are using the correct email address. If you forgot your password, use the password reset option. If you still cannot log in, contact our support team.
Is my personal information safe?
Yes, we handle your personal data carefully and only use it to process your order, provide support and improve your shopping experience. You can read more in our Privacy Policy.