Q : WHERE ARE WE BASED AND WHERE DO WE SHIP FROM?
A : We're an Australian based company, but for us to be able to ship worldwide at an extremely low cost for all our lovely customers, we produce and dispatch our quality items from China. We ensure that all our items are the highest of quality and crafted with care.
Q : WHAT IS THE CURRENCY ON YOUR WEBSITE?
A : Our entire website is all in USD.
Q : DO YOU ACCEPT CASH UPON DELIVERY?
A : Unfortunately our operations are only limited to credit/debit card transactions
Q : WHAT TYPE OF PAYMENT CAN I USE?
A : Please see the below image.
Q : IS MY SHOPPING SECURE?
A : Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
Q : WHEN WILL MY ORDER SHIP OUT AFTER PURCHASING?
A : Please allow 2 - 5 business days of processing and production time for your order to ship out.
Q : I ORDERED MULTIPLE ITEMS BUT ONLY RECEIVED ONE. WHY DID I ONLY RECEIVE ONE?
A : Since we have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once, they are on their way.
Q : HOW LONG IS THE SHIPPING TIME?
A : Standard Shipping is 7 - 15 Business Days, Expedited Shipping is 5 - 10 Business Days and DHL Priority is 2 - 5 Business Days to arrive at your destination country.
* The delivery times given are only an estimate and not guaranteed and this may vary due to high demands and holiday seasons. Thank you for your patience and understanding.
Q : WILL I RECEIVE A TRACKING NUMBER?
A : We provide tracking for every order. Tracking will be available once your product is being processed. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.
Q : CAN I CANCEL MY ORDER?
A : We are able to cancel your order BUT you must cancel your order within 6 hours of creating it for the cancellation to be applied. All you need to do is send us an email support@verrarie.com with the subject line "CANCEL ORDER #____".
In this case, you'll receive your money (shipping included) but we will need to deduct $3 USD of operative costs which includes the automatic print of labels and the payment gateway fees that are charged to us regardless (3%).
If 6 hours have passed since your purchase, unfortunately, we cannot provide any cancellation.
Q : I HAVE ENTERED AN INCORRECT ADDRESS!
A : If you have misspelled or auto-filled your address incorrectly. Notify us immediately via email (before your order is dispatched from our warehouse) at support@verrarie.com.
Once the item is already shipped, we cannot change the shipping address and advise you to contact your local post office when the parcel arrives in your country.
Please note that informing the correct address is your responsibility, and we cannot refund or replace the product in this case.
Q : WHY WAS MY PARCEL DISPOSED BY THE POST OFFICE?
A : This issue might happen due to your error on providing the correct shipping information. Another reason is that the postman who delivered your parcel came to find that the shipping address is vacant, therefore the post office made the decision to dispose your parcel. (No refund or resend)
Please bear in mind, if your parcel is marked as "Disposed by Post Office" then your parcel will never be sent back to sender (3PL Warehouse).
Q : MY PARCEL IS MARKED AS "SENT BACK TO SENDER?"
A : In this case, please keep an eye on your local tracking until it’s say "delivered" to sender (3PL Warehouse). There is no time frame on when they will received your parcel. The 3PL warehouse in the destination country (might or might not) inform us. If we've been informed then the next step our customer support will email and ask you to provide the correct/complete shipping information then send you an invoice for resending fee of $7.95.
Please bear in mind, in this case our company ONLY RESEND NO REFUND
If we have not been informed by the 3PL warehouse in the destination country. We will not be responsible for any "undelivered parcel" due to the error on customer end.
Q : I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
A : If we still haven't managed to answer your question please don't hesitate to Contact Us and we will do our best to reply within 24 hours.
