FAQ

What payment methods do you accept?

We accept most credit cards, such as VISA, Mastercard, AMEX, and PAYPAL.

When will my order be shipped?

Once you have placed your order and the payment has been confirmed, it may take up to 3-5 business days for your order to be shipped.

I need to make changes or cancel my order. How can I do that?

If you need to make changes or cancel your order, please contact us immediately. After 24 hours or once your order has been processed, we can no longer make any changes or cancellations.

The status of my order is "Unfulfilled". What does that mean?

"Unfulfilled" simply means that we have successfully received your order! Once your order has been processed and shipped, you will receive a tracking number, and the status of your order will change to "Fulfilled".

How can I return an item?

Of course, it is possible to return your order within 14 days of receipt. You, as the customer, are responsible for all return shipping costs, and we advise all customers to send their returns with postage paid, as we do not take responsibility for lost returns.

Note: For hygiene reasons, the return of underwear, swimwear, and cosmetic items is not possible.

Why can't underwear, swimwear, masks, hygiene, and beauty products be returned?

Underwear, swimwear, masks, and beauty products are considered hygiene items. We take hygiene and public safety seriously and prohibit the return of underwear, swimwear, masks, hygiene, and cosmetic items to ensure the safety of our customers. We are not alone in this, as other providers of underwear, swimwear, masks, hygiene, and beauty products also do not allow returns for the same reasons.

Will the postage for my return be covered?

Yes, all customers are responsible for their return shipping costs. We recommend sending your returns in a way that allows you to track the package, as we are not responsible for lost returns.

What happens if the items I received are faulty, incorrect, damaged, or missing?

Please contact us within 7 days of receiving your order if you have received faulty, incorrect, damaged, or missing goods. To ensure a smooth return, please provide your order number and an appropriate image showing the issue when contacting our customer service. We will do our best to resolve your case as soon as possible.

How long does the return process take, and when will I receive my refund?

The processing of returns may take up to 5 business days from the day we receive the package. You should receive a confirmation email once your return has been processed.

All refunds will be credited to your original payment method. If you paid with a credit or debit card, the refund will be sent to the card-issuing bank within 5-10 business days after receiving the returned item or cancellation request.

How long will it take for me to receive my order?

On average, it takes 5-15 business days for you to receive your package.

Will my items be shipped in the same package?

For logistical reasons, shipments are sometimes sent in separate packages. Please be aware of this when receiving deliveries. If you have any further questions, please contact us at info@volenzo.com

How can I contact you? You can reach us by email at info@volenzo.com. We guarantee you a response within 24 hours and look forward to assisting you.