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Awaiting Order Arrival

1. How long does shipping take and how can I track my order?

Standard shipping takes between 7-14 days.

Courier delivery Consíguelo en 5-8 días laborables

Once your order is processed and shipped, you will receive an email with a tracking number. You can use this tracking number to monitor the status of your package in real-time on our website or the shipping carrier’s website.

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

If the resolution time for the dispute is excessively prolonged, and you prefer not to wait, what actions should be taken?

If all other options fail, you may need to consider taking legal action. This can be a lengthy and costly process, so it's important to weigh the potential benefits against the risks and costs.

When will I receive my order?

Track the status of your order: Vvona provides the ability to track the status of an order by tracking number.

Ordering & Payment

How do I know which size to order?

We provide a detailed size guide on our website to help you choose the correct size. If you are unsure, you can contact our customer support team at contact-[email protected] or WhatsApp：+8615521156365 for assistance. We recommend checking your measurements against our size guide to ensure a perfect fit.

Are your products genuine leather?

Yes, all our leather products are made from genuine, high-quality leather. We source our materials from reputable suppliers and ensure that each product is crafted with the utmost care and precision.

What payment methods are available?

We accept payments via PayPal , Stripe,both of which support major credit and debit cards. These payment gateways are secure and ensure that your payment information is protected.

Can I place a custom order?

Absolutely. If you have a specific design or style in mind, we offer custom order services. Our product experts can help you design and produce custom-made shoes or bags. Please contact us via [email protected]  or WhatsApp：+8615521156365 for more details on custom orders.

Do you offer discounts or promotions?

Yes, we regularly offer discounts and promotions. To stay updated on the latest deals and exclusive offers, sign up for our newsletter or follow us on social media.

After sales

How can I contact customer support?

You can contact us via email at contact-us@[email protected] or WhatsApp：+8615521156365 for general inquiries and [email protected] for after-sales service. Additionally, you can reach us on WhatsApp Business at +8615521156365. We are committed to responding to all inquiries within 12 hours.

What if I receive a damaged or defective product?

If you receive a damaged or defective product, please contact us immediately at [email protected] or WhatsApp：+8615521156365. We will provide instructions for returning the product and ensure that you receive a replacement or a full refund, depending on your preference.

How do I take care of my leather products?

Our products are designed to be durable and easy to maintain. For daily cleaning, a simple wipe with a damp cloth will suffice. For tougher stains, we recommend using professional leather cleaning products. We also provide detailed care instructions with each product to help you keep your items in excellent condition.

Refund

Can I return or exchange a product if I am not satisfied?

Yes, we offer a hassle-free return and exchange policy. If you are not satisfied with your purchase, you can return it within a specified period. Please refer to our Política de devoluciones for detailed information on how to return or exchange your product.

When Will L See The Refund On My Credit Card?

Once Your Refund Request Has Been Applied, It Will Take 3 - 5 Days To Process The Refund For The Bank If Your Original Payment Method Is Credit Card. If You Do Not Receive Your Refund Within This Time Frame, Please Kindly Contact Our Customer Service.

Is the return shipping fee paid by Vvona or by the customer?

Vvona Will Provide A Return Label For Free. Please Check Your Email After The Return Or Exchange Is Approved. If You Do Not Receive It, Please Pay Attention To Check Your Spam Mailbox.All Shipping Costs Are Borne By The Customer. This Includes Shipping Costs For Returns Or Exchanges

If You Return Only The Items In Your Original Order, Will I Get A Refund For The Amount I Paid For The Original Order?

Once we receive and inspect your return, we will send you an email or WhatsApp chat to notify you that we have received your return. We will also notify you if your refund has been approved or denied. If you are approved, we will process your refund and automatically issue a full refund to your original payment method within 1-7 days.