SHIPPING & RETURNS POLICY

Last updated: 31 July 2026

1. SHIPPING

VitaGlow aims to provide fast and reliable delivery.

Orders may be dispatched from different fulfilment locations within Europe depending on stock availability, destination and operational requirements.

Current fulfilment locations may include:

Germany and Romania.

The fulfilment location may vary between orders.

2. DELIVERY TIMES

For deliveries within Europe, the estimated delivery time is:

2–7 business days

For international deliveries outside Europe, the estimated delivery time is:

Up to 14 business days

Business days exclude Saturdays, Sundays and applicable public holidays.

Delivery estimates begin after the order has been processed and dispatched.

These delivery times are estimates and are not guaranteed. Delays may occur due to courier services, customs procedures, public holidays, incorrect delivery information or circumstances outside VitaGlow’s reasonable control.

3. SHIPPING PROVIDERS

VitaGlow may use different courier and postal services depending on the destination, fulfilment location and available service.

The shipping provider may therefore vary between orders.

4. ORDER TRACKING

Where tracking is available, tracking information will be provided after dispatch.

Customers are responsible for monitoring the tracking information and ensuring that delivery can be completed at the provided address.

5. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

VitaGlow cannot be held responsible for failed or delayed delivery caused by incorrect, incomplete or outdated information provided by the customer.

6. INTERNATIONAL ORDERS

Customers ordering internationally are responsible for checking that the products ordered may legally be imported, purchased and possessed in their destination country.

VitaGlow does not guarantee that any particular product is permitted in every country or territory.

VitaGlow reserves the right to restrict or refuse shipments to certain countries or territories.

7. CUSTOMS, TAXES AND IMPORT CHARGES

International orders may be subject to customs procedures, import duties, taxes, clearance fees or other governmental charges.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.

Customers are responsible for ensuring that they understand the import requirements applicable in their destination country before placing an order.

VitaGlow cannot guarantee customs clearance in any particular jurisdiction.

8. DAMAGED OR INCORRECT ORDERS

If an order arrives visibly damaged, incomplete or contains an incorrect product, customers should contact VitaGlow within 48h.

Please provide:

• order number;
• description of the issue;
• photographs of the package where applicable;
• photographs of the product where applicable.

This information may be required to investigate the issue with our fulfilment or shipping provider.

9. CANCELLATION BEFORE DISPATCH

Customers wishing to cancel an order should contact VitaGlow as soon as possible.

If the order has not yet been dispatched, VitaGlow will process the cancellation where possible.

Once an order has been dispatched, the applicable return or statutory withdrawal procedure may apply.

10. RETURNS

Due to the nature of the products and for reasons of product integrity, safety and quality control, VitaGlow does not accept voluntary product returns once products have been delivered to the customer, except where a return is required by applicable law or expressly authorised by VitaGlow.

Customers must not send products back without first contacting VitaGlow.

Where applicable law provides a statutory right of withdrawal or other mandatory return right, that right remains unaffected by this policy.

11. REFUNDS

VitaGlow does not provide refunds for voluntary returns, changes of mind or products returned without prior authorisation, except where a refund is required by applicable law.

If a customer receives an incorrect, damaged or materially defective product, VitaGlow will review the case and, where appropriate or legally required, may provide a replacement, refund or other applicable remedy.

Approved refunds will normally be issued using the original payment method.

Refund processing times may depend on the relevant payment provider or financial institution.

12. STATUTORY CONSUMER RIGHTS

Nothing in this policy is intended to exclude, restrict or waive any mandatory rights or remedies available to consumers under applicable law.

Where mandatory consumer legislation applies, those rights take precedence over this policy.

13. UNDELIVERED OR RETURNED SHIPMENTS

If a shipment cannot be delivered because of an incorrect address, refusal by the recipient, failure to collect the package, customs restrictions or other circumstances attributable to the customer, the applicable outcome will depend on the circumstances and applicable law.

Additional shipping or return costs may apply where legally permitted.

14. CONTACT

For shipping, cancellation, returns or refund enquiries:

Email: contact@vitaglowshop.com

WhatsApp: +40 736 591 102

Website: vitaglowshop.com