FAQ
Frequently Asked Questions (FAQ)
Products
What are your products made from?
At Vlorca, we carefully select products made from quality materials. Each product page includes detailed information about materials, features, and specifications to help you make an informed purchase.
Are your products safe?
Customer safety and satisfaction are important to us. We carefully review the products we offer and provide detailed product information. If you have any questions about a product before purchasing, please contact us.
Are your products suitable for all ages?
Product suitability depends on the individual item. Please refer to each product description for recommended age guidance and usage information.
For products intended for children, adult supervision is recommended where appropriate.
Are your products handmade?
Some of our products may be handmade or crafted with special attention to detail. Where applicable, product descriptions will include information about the manufacturing process and materials used.
Do you offer gift wrapping or personalisation?
We do not currently offer gift wrapping or personalisation services. Every order is carefully packaged to help ensure it arrives safely.
Can I request a custom product?
We do not currently offer custom-made products. If you have a specific request, please contact us at contact@vlorca.com, and we will do our best to assist you.
Orders
How do I place an order?
Simply browse our products, add your chosen items to your shopping cart, and proceed to checkout.
Once your payment has been successfully completed, you will receive an order confirmation email.
Can I change or cancel my order?
Because we process orders as quickly as possible, any changes or cancellation requests must be submitted before your order has been dispatched.
Please email contact@vlorca.com as soon as possible and include:
- Your order number.
- The requested change.
If your order has already been dispatched, it cannot be cancelled. You may instead request a return in accordance with our Refund & Return Policy.
I have not received my order confirmation email.
Please check your spam or junk folder first.
If you still cannot locate the email, contact us at contact@vlorca.com using the email address you used during checkout.
Shipping & Delivery
Where do you ship?
We currently ship within the United Kingdom, including:
- England
- Scotland
- Wales
- Northern Ireland
We do not currently offer international shipping.
How much is shipping?
Shipping is free on all orders.
There are no hidden delivery charges or minimum order requirements.
How long will delivery take?
Orders are generally processed within 1–2 working days.
Estimated delivery after dispatch:
2–5 working days
Estimated total delivery time:
3–7 working days
Delivery times are estimates and may vary due to circumstances beyond our control.
Which delivery companies do you use?
We use reliable UK courier services.
Where available, tracking information will be provided by email once your order has been dispatched.
How do I track my order?
You will receive a shipping confirmation email containing your tracking information after dispatch.
If you cannot find the email, please check your spam or junk folder.
My order has not arrived.
If your order has not arrived within the estimated delivery timeframe, please contact us at:
We will investigate the shipment with the delivery provider.
Can you deliver to a PO Box?
We recommend providing a full residential or business address.
Some delivery services cannot deliver to PO Box addresses.
I entered the wrong delivery address.
Please double-check your address before placing your order.
Once your order has been dispatched, we may be unable to change the delivery address.
We cannot be responsible for delays or failed deliveries resulting from incorrect address information provided during checkout.
Returns & Refunds
What is your return policy?
You may request a return within 30 days of receiving your order.
Returned items must:
- Be unused.
- Be in their original condition.
- Include original packaging where applicable.
Please contact us before returning any item.
How do I request a return?
Email:
Please include:
- Your order number.
- The item you wish to return.
- The reason for the return.
We will provide full return instructions once your request has been approved.
Who pays for return shipping?
For approved returns:
- Faulty, damaged, or incorrect items: Vlorca covers the return shipping costs.
- Change of mind or incorrect purchase: The customer is responsible for return shipping costs.
We recommend using a tracked delivery service for all returns.
My item arrived damaged.
Please contact us within 7 days of delivery.
Include:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
We will investigate and provide an appropriate solution.
When will I receive my refund?
After your returned item has been received and inspected, approved refunds are processed within 7 business days to your original payment method.
Your bank or payment provider may require additional time to complete the refund.
I have not received my refund.
Please first check with your bank or payment provider.
If you still have not received your refund, please contact us at:
Payments
Which payment methods do you accept?
We accept secure payment methods available at checkout, including:
Cards
- Visa
- Mastercard
- American Express
- Discover
- Maestro
- Other supported cards
Digital Wallets
- Apple Pay
- Google Pay
- Shop Pay
Buy Now, Pay Later
- Klarna (where available and subject to eligibility)
Is it safe to pay on your website?
Yes.
Our store is powered by Shopify and uses secure SSL encryption together with PCI-compliant payment processing.
We never store your complete payment card information.
When is payment taken?
Payment is collected when your order is placed.
Orders are processed only after payment has been successfully authorized.
Can I pay in instalments?
Where available, Klarna may allow eligible customers to pay later or in instalments.
Eligibility and payment terms are determined solely by Klarna.
My payment was declined.
Please verify that:
- Your card information is correct.
- Your billing address matches your bank records.
- Your payment method has sufficient available funds.
- Your card has not expired.
If the problem continues, please contact your bank or try another payment method.
You may also contact us at contact@vlorca.com.
Contact Us
If your question has not been answered above, our customer support team will be happy to help.
Trading Name: Vlorca
Company: MONELZ LTD
Company Number: 17354607
Business Owner: MONIKA ELŻBIETA KOS
Website: https://vlorca.com
Email: contact@vlorca.com
Phone: +44 7383398657
Response Time: Within 24 business hours (Monday–Saturday)
Registered Office: Office 20272 182-184 High Street North, East Ham, London, United Kingdom, E6 2JA
Shop Address :
53 Wrentham Ave
London NW10 3HN
United Kingdom