FAQ

All orders placed on our website are shipped from the heart-point of VERTIGO, located in Chisinau, Republic of Moldova.

Please add 1-3 days of your patience for us to process your order and start crafting it if you placed your order during official holidays.

We are doing our best to deliver our VERTIGO products to all corners of our planet. Currently, it is possible to deliver to over 100 countries. If however it is not possible for us to deliver to your country, we are sorry in advance. After you have placed your order, please allow us 1 - 3 business days for us to notify you if it is currently impossible to ship to your address. Hopefully, we will be able to ship to your country in the near future.

Otherwise, if your shipping address is eligible for shipment, your order will get automatically into the production phase skipping the afore-mentioned shipping notification. Please look forward to our email confirming that your product has been produced and is ready for shipment.

After you have placed your order with us, please allow 1 - 3 business days for us to process it. You will receive a confirmation email when your order is processed and ready for production*. From the day your order is confirmed, please give us up to 7** business days to produce it. As soon as the production phase is finished, we will bring your parcel to the post and will let you know straight after via email when your order is on its way to you. This email will also contain the tracking number for your order.

*If your shipping address is not eligible for shipment at the moment of your order, we will notify you via email in the processing stage. We are very sorry in advance and hope to be able to ship to your country in the near future.

**We are a small team of enthusiasts with big hearts and a special love for our planet - therefore we operate on the Made-to-Order business model and have no stocks. This means that each VERTIGO product is exclusively made for you and the production of your ordered items commences only after you have placed your order.

If you haven’t received your order confirmation within a maximum of 5 business days, please contact our customer support on the fifth day since placing your order. We will make sure the issue is resolved ASAP.

If you haven’t received your order within the expected delivery time, please contact our customer service within 30 days* from the date the order was placed. We will handle your claim with care and will do our best to resolve any issue.

*After this period of time, we are not able to claim any lost orders.

When your order is dispatched from our warehouse you will receive a shipping confirmation with your tracking number. If you have not received this email you can check your spam filter to see if the email has accidentally ended up there. If you cannot find your shipping confirmation please contact our customer service team and we will assist you further.

You can have your package delivered to your home or collect it at the nearest post office. The delivery options depend on your geographical location. Unfortunately, we do not deliver to PO boxes at the moment.

If you have chosen home delivery your parcel will be delivered to the address used when placing the order. If you are unavailable when the carrier arrives they will either make another delivery attempt or deliver the parcel to the nearest post office*.

*Packages that could not be delivered correctly will be sent back to us. In most cases, we can resend your package once it has been returned to us. Please contact our customer support to resolve the issue.

Firstly, VERTIGO will always strive to continuously strengthen the relationship with its shipping partners to avoid damaged and lost shipments. In such scenarios, however, the insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, please contact our customer service team and we will contact the shipping company directly to claim financial compensation.

Before deciding to return your VERTIGO products, we advise you to get in touch with our customer support to try to mitigate the issue before returning your product. If however you are determined to return your VERTIGO products, please respect each of the following conditions:

- All products must be returned within 30 days since the order was received.
- All products must be returned in their original condition.
- All returns must include the original packaging.

*This applies to all products on our website, including products on sale.

When you place an order at bevertigo.shop, we will send you an order confirmation to your email address. If you haven’t received it in maximum 5 days after placing your order, please check your spam folder. If it’s nowhere to be found, please contact our customer service team and we will resolve the issue in no time.

Please grant us your understanding as we are a small team that handles each order individually.

Once your order has been successfully placed, we unfortunately cannot issue changes or cancellations on your order. Once you have received your unwanted order, please return this back to us in accordance with our return section for a full refund. If you wish the same product in a different size or colour, we encourage you to place a new order.

Although we do our best not to commit such mistakes, sometimes they happen. In such a case, our small but lovely and united team is sorry. We assure you that this was never our intention. Please contact our customer service team with photos and order number and we will assist you further.

Currently our payment options are all powered by the PayPal platform. At checkout, you can either click on the PayPal button and be redirected to your Paypal profile page where you would continue with payment, or you can manually enter all the necessary data, such as card info, billing and shipping addresses. If you choose to enter all info manually, please make sure to firstly choose the correct country found in front of the billing and shipping address compartments.

In case you do not possess a PayPal account, we are very sorry. We will continue to expand our possibility to process and ship orders to as many countries as possible in the future.

If you receive the notification that your credit or debit card has been declined, please check for any issues such as insufficient funds on your PayPal account.

Possible reasons for declined payments are invalid payment method, incorrect billing details or bank issues. We advise you to contact the PayPal customer support.

Currently, we can only accept payments via PayPal - one of the safest online payments systems in the world. If you experience any issue at checkout or have any question related to the security of your data and your payment, please contact either PayPal customer support or get in touch with us via our customer support for further assistance.

Unfortunately, we cannot estimate how much tax and duties you will pay to your country as this is regulated by the respective country. Your local customs office should be able to estimate the price of the import fees.

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