Faq
Frequently Asked Questions
Orders
How do I know my order went through?
You receive a confirmation email within minutes of ordering. If it has not arrived, check your spam folder before contacting us — order confirmations are the most commonly filtered emails.
Can I change or cancel my order?
Write to support@vantelli.com as soon as possible. We can usually amend an order before it is dispatched. Once it has left our warehouse, we cannot recall it, but you can return it free of charge within 60 days.
Can I change my delivery address after ordering?
Only before dispatch. Carriers do not allow redirection once a parcel is in transit, so please check your address carefully at checkout.
Do you sell gift cards?
Not at present.
Shipping
How much is delivery?
Standard delivery is free on every order, with no minimum spend.
How long does delivery take?
Orders are dispatched within one to two business days. Delivery then takes three to seven business days depending on your country. Islands and remote regions can take slightly longer.
Where do you ship?
Across the European Union. If your country does not appear at checkout, we do not currently deliver there.
Will I pay customs or import duties?
No. Orders within the European Union include VAT and are not subject to further charges.
How do I track my parcel?
Your dispatch email contains a tracking number and link. Tracking can take up to 24 hours to begin updating after dispatch.
My tracking has not moved in several days.
This is common over weekends and public holidays. If nothing has changed for more than five business days, email support@vantelli.com and we will open a case with the carrier.
My parcel says delivered but I do not have it.
Check with neighbours and look for a carrier card first. If it does not turn up within 24 hours, contact us. Until you physically receive the goods, the risk is ours, not yours.
Returns and refunds
How long do I have to return something?
Sixty days from the delivery date.
Do I pay for return shipping?
No. We email you a prepaid label. Returns are always free.
How do I return an item?
Email returns@vantelli.com with your order number. We reply within one business day with a prepaid label and instructions. Please do not send anything back before contacting us — the label is what makes it free.
Can I try things on?
Yes. Handle and try on items as you would in a shop. Items should come back unworn outside the house, unwashed, and with tags attached.
What cannot be returned?
Sealed underwear, swimwear or hosiery once the hygiene seal is broken, and personalised or altered items.
When do I get my money back?
Within 14 days of your return reaching us. Refunds go to your original payment method. Your bank may take a further three to ten business days to display it.
Can I exchange instead of refund?
We do not process direct exchanges. Return the item for a refund and place a new order — it is faster and secures your size before it sells out.
Something arrived faulty or wrong.
Email support@vantelli.com with your order number and photographs. We arrange a free return and a replacement or full refund, at your choice. You also have a legal guarantee of conformity of at least two years under EU law.
Products and sizing
Are your products authentic?
Yes. Every item is a genuine article from the brand shown. We do not sell replicas or imitations. See our Authenticity & Sourcing page for how we buy.
Are you an official stockist for these brands?
No. Vantelli is an independent retailer. We are not affiliated with, authorised by or endorsed by the brands we sell, and we say so plainly.
The colour looks different from the photo.
Screens render colour differently. We photograph in natural light and avoid heavy editing, but if a piece is not what you expected, return it free of charge.
Will you restock a sold-out item?
Sometimes, but never as a rule. We buy in small quantities on purpose. If a specific piece matters to you, email us and we will tell you whether it is coming back.
Payment and account
Which payment methods do you accept?
All methods shown at checkout. Payment is taken when you order, and full card details are handled by the payment provider, never stored by us.
Are prices inclusive of VAT?
Yes. Every price is in euros and includes VAT.
Do I need an account to order?
No. You can check out as a guest.
Do you offer discount codes?
Occasionally, to our email subscribers. We do not run permanent sales, because a price that is always discounted was never the real price.
Contact
How do I reach you?
support@vantelli.com, Monday to Friday, 09:00–17:00 CET. We reply within one business day. Include your order number and we will usually resolve it in a single message.