Preparing your order

Orders are normally processed within 1–3 business days after payment is confirmed. Preparation and carrier transit are separate periods. Business days exclude weekends and public holidays. A product-specific preparation period must be disclosed before purchase.

If an unexpected issue affects preparation, we contact you with the available options.

Destinations and delivery estimates

For supported destinations, delivery is generally estimated at 7–12 business days after dispatch. A different destination-specific estimate clearly shown before purchase applies to that order. These periods are estimates, rather than guaranteed arrival dates.

Checkout displays the shipping destinations and services available for your address. If no method is offered, email service@vorlenu.com before ordering. Weather, customs, holidays and carrier disruptions may affect transit.

Shipping charges and import costs

The shipping charge is calculated at checkout using the destination and selected service, and is shown before you pay. A promotional shipping offer applies only under the conditions stated for that offer.

Cross-border deliveries may involve import duties or clearance charges. Charges collected by the store are identified at checkout. Unless expressly included there, destination-imposed charges may be payable separately by the recipient. Contact us before purchase if you need clarification.

Dispatch location and separate parcels

The registered business address identifies our company. It does not indicate that a parcel leaves from that address or from a local U.S. warehouse. If origin matters to your purchase, ask customer care before ordering.

If an order travels in more than one parcel, we provide the available tracking information for the separate shipments.

Tracking your parcel

After dispatch, we send a shipping message with available tracking details to your checkout email. The carrier’s first scan can take time to appear. Check the email address and spam folder, and contact us if you cannot find your tracking information.

Address changes and cancellation

Check your delivery details before paying. For a cancellation or address correction, contact us promptly with the order number. We try to help before fulfillment starts; a change is not guaranteed once fulfillment or shipment preparation has begun.

Successful pre-fulfillment cancellations have no cancellation fee. Collected payment is refunded to the original payment method within 5–10 business days. Once a parcel has shipped, applicable return conditions govern. If a customer-supplied address error requires reshipping, we explain the actual extra postage and obtain agreement first. We do not charge you for correcting a delivery error attributable to us.

Delays, missing scans and lost parcels

Contact us if delivery goes beyond its estimated range, tracking stops progressing or a parcel appears lost. We review the situation with the carrier or fulfillment provider as appropriate.

A confirmed lost or undelivered shipment receives an appropriate refund, replacement or reshipment. Our responsibility to help resolve a delivery problem does not automatically end at handover to the carrier.

Delivered scan, missing parcel

Check the delivery area, mailbox, other household members and building reception when available. If the parcel is still missing, send us the order number and what you have checked. We investigate; a delivered tracking scan alone does not automatically prevent a remedy.

Damage, wrong items or missing pieces

Report a problem promptly, with the order number and relevant photographs where possible. When goods arrive damaged, defective, incorrect, incomplete or materially different from their description, we provide an appropriate return, replacement or refund solution at no additional cost.