FAQ
Is it possible to place an order over the phone with Vonaju?
Yes, you can place an order over the phone by calling Vonaju's toll-free number at 1-800-123-XXXX, available 24/7.
Can I cancel or modify my order after placing it?
Vonaju strives to process orders for shipment promptly, but if you need to cancel or modify your order, please contact them at orders@vonaju.com or 1-800-123-4567 as soon as possible. They will do their best to assist you, but once an order has been shipped, it cannot be canceled or modified.
How can I confirm that Vonaju received my order?
You will receive a confirmation email and order number once you have placed your order. If you don't receive a confirmation email within 24 hours, please contact Vonaju's customer service at orders@vonaju.com or 1-800-123-XXXX.
What if I have a question about my order?
If you have any questions or concerns regarding your order, please reach out to Vonaju's customer service at orders@vonaju.com or 1-800-123-XXXX.
Does Vonaju offer price adjustments?
Yes, Vonaju offers price adjustments for full-price items that have been marked down within 7 days of purchase. Please contact customer service at support@vonaju.com for assistance with your request. Please note that sale items that are further discounted are not eligible for price adjustments.
Can I place an international order or ship outside of the UK with Vonaju?
Vonaju currently does not accept orders with billing or shipping addresses outside of the UK, Saudi, and Türkiye, but you can place an international order by calling 1-800-123-XXXX.
What payment methods does Vonaju accept?
Vonaju accepts various forms of payment including Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, Klarna, and Vonaju gift cards.
Are my personal details kept private?
Yes, at Vonaju, we take your privacy seriously and treat all information shared with us as private and confidential. You can view our detailed privacy policy on our website.
What happens if I forget my password?
No worries! If you forget your password, simply click on the "forgot password" button at the sign-in page, and we'll send you a link to reset it. Please check your junk or spam folder in case the email ends up there.
How do I unsubscribe?
We hope you enjoy receiving our updates and promotions, but if you need to unsubscribe from our emails, simply click on the "unsubscribe" link at the bottom of any email you receive from us.
WHEN WILL I RECEIVE MY REFUND FOR A RETURNED ITEM?
Once your return arrives at our Returns department, it will be processed within 7-10 business days. You will receive an email notification once the refund has been processed. Please note that the timeframe for the credit to appear in your account depends on your financial institution.
WHAT IS VONAJU'S RETURN POLICY FOR ONLINE ORDERS?
If you are not satisfied with your online purchase, you can return it within 30 days of the purchase date for a full refund. During sale periods, you also have 30 days to return your order. Please refer to our website for full details.
HOW DO I RETURN AN ITEM TO VONAJU ONLINE?
All the information you need to return your item can be found on our website. Your order will arrive with a prepaid shipping label, so you can return the goods at no additional cost.
CAN I RETURN AN ITEM PURCHASED DURING A SALE?
Yes, you can return items purchased during sales, clearance, or other promotional periods within 30 days of receipt.
ARE THERE ANY ITEMS THAT CANNOT BE RETURNED TO VONAJU?
We cannot accept returns of items that have been custom-made or personalized, including items that have been monogrammed or engraved. Additionally, products with broken or removed hygiene seals cannot be refunded.
HOW DO I RETURN AN ITEM IF I'VE LOST THE PREPAID RETURN LABEL?
If you've lost the prepaid return label, please contact our Customer Care team for assistance.
CAN I RETURN A GIFT FOR A REFUND OR EXCHANGE?
Refunds will only be processed back to the original form of payment used by the cardholder.
CAN I RETURN MY ONLINE ORDER TO A VONAJU STORE?
Yes, you can return your online order to a Vonaju retail store for exchange or refund. Please bring your online order packing slip with you.
WHAT SHOULD I DO IF MY ORDER IS FAULTY OR DAMAGED?
Please contact our Customer Care team if your order is faulty or damaged on delivery. They will assist you further.
WHAT IF I RECEIVED THE WRONG ITEM?
If you received the wrong item, please contact our Customer Care team for assistance.
CAN I GET A VAT REFUND?
VAT is non-refundable, so it cannot be refunded on any orders.
HOW DO I RETURN AN ITEM PURCHASED AT AN INTERNATIONAL STORE?
Unfortunately, our Returns department cannot refund purchases made at a store. Please contact the original store of purchase for assistance.
CAN I RETURN A GIFT PURCHASE?
If you received an online order as a gift and wish to return it, please note that it will be refunded to the purchaser's original method of payment.
WHAT COUNTRIES DO YOU SHIP TO?
Vonaju ships to the United Kingdom, excluding the Channel Islands and Gibraltar, Spain, Italy, Germany & France. For international shipping, please visit our dedicated websites.
HOW MUCH IS DELIVERY CHARGE?
Free Shipping on orders over £200.
WHAT IS THE CUT OFF TIME FOR NEXT DAY DELIVERY?
Please refer to our website for full delivery details.
CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, please enter the desired delivery address when placing your order as we won’t be able to amend once your order has been confirmed.
HOW DO I TRACK MY ORDER?
Once your order is dispatched, you will receive an email with a tracking link so you can track your order.
I'VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
In the rare instance that this happens, please contact our Customer Care team who will assist you further.
I HAVEN’T RECEIVED A DISPATCH EMAIL?
Please check your junk or spam folders. If you still can't find it, please contact our Customer Care team.
WHAT HAPPENS IF I MISS THE COURIER DELIVERY?
You will receive contact directly from the courier with updates and alternative delivery options. Simply look out for these to re-arrange at a convenient time for you.
WHAT IS THE SIZE RANGE AVAILABLE?
All sizes are US sizes. For size conversions use our size guide here https://www.vonaju.com/sizing.html
WHERE CAN I FIND SIZING INFORMATION?
Simply click here https://www.vonaju.com/sizing.html
IF SOMETHING IS OUT OF STOCK, CAN I STILL ORDER IT?
If we are expecting more stock you will see a "notify me when back in stock" button. Alternatively, you can contact our Customer Care team for more information.
HOW CAN I USE THE WISHLIST?
You can add item(s) to your wishlist and share it! To add items to your wishlist: once you are on a product page, click on "Save to Wishlist".
WHAT IF I NEED ADDITIONAL INFO ON A PRODUCT?
Our Customer Care Team will be happy to assist or offer styling advice.
CAN YOU TELL ME IF AN ITEM IS AVAILABLE AT YOUR STORE?
We are an online-only retailer, so we do not have physical stores. However, our website provides the most up-to-date information on product availability. If you have any questions, please contact our Customer Care team.
IS MY ITEM UNDER WARRANTY?
All products purchased online or from a Vonaju Retail Store come with a one-year warranty from the date of purchase. Please visit https://uk.vonaju.com/pages/product-care for more information.
DO I HAVE WARRANTY WITHOUT PROOF OF PURCHASE?
Proof of purchase is required for all warranty claims. Please visit https://uk.vonaju.com/pages/product-care for more information.
DO YOU OFFER REPAIR SERVICES?
Yes, we offer repair services for manufacturing defects within one year of purchase. Please visit https://uk.vonaju.com/pages/product-care for more information.
WHAT DO I DO IF I HAVE A PROBLEM WITH MY PRODUCT?
Please contact our Customer Care team for assistance with any problems with your product.
MY VONAJU BAG HAS SOME MARKS, WHAT DO I DO?
Most scratch marks can be removed by simply rubbing them out with your fingertips. The warmth of your hand releases natural oils to the surface, causing these marks to disappear. Spots and stains, unless they are very prominent, soon blend into the leather, becoming less conspicuous as the bag is worn.
CAN I REPLACE MY WATCH BATTERY?
We recommend only changing batteries in authorised repair centers.
HOW DO I REPAIR MY SUNGLASSES?
Please visit https://uk.vonaju.com/pages/product-care for further details on how to repair your sunglasses.
HOW DO I CARE FOR MY HANDBAG?
It will be dependent on the leather, so please visit https://uk.vonaju.com/pages/product-care for full details on how to care for your handbag.
HOW CAN I ENSURE THAT MY VONAJU PRODUCT IS AUTHENTIC?
Please refer to our Brand Protection page for all the information you need on ensuring the authenticity of your Vonaju product. Visit https://vonaju.com/brand-protection.html for more details.