FREQUENTLY ASKED QUESTIONS

  • What if I can’t place an order myself?
  • How long will I have to wait for my order?
  • How much does postage cost?
  • Who will deliver my order?
  • How can I track my order?
  • What notifications will I receive in regards to my order?
  • What if my order isn’t delivered?
  • What if I want to cancel my order?
  • Once I have placed my order, can I amend it?
  • I have given the wrong address, how can I change it?
  • Can I return an order?
  • What happens if I receive a faulty/damaged product?
  • How long does a refund take to process?
  • I have a complaint regarding to my order.
  • Why have I received several order confirmations?
  • My promotional code won’t work
  • The product I want to order is out of stock, when will it be back?


What if I can't place an order myself? 

If you are unable to place an order yourself online, our customer services team will be more than willing to place the order for you. Please do not hesitate to contact them on vitaltrade4you@vitaltrade4you.co.uk.

 


How long will I have to wait for my order? 

We aim to dispatch all orders within 1-5 working days of the date you placed the order.
Our normal delivery times are from the date it was dispatched: UK 1-3 working days, Europe 6-12 working days.
For express delivery, we aim to process, dispatch and deliver your order within 48 hours. (available only for some product)
If for any reason there would be a delay to your order, we will do everything we can to inform you of such instances.

 


How much does postage cost?

We offer free delivery on orders over £100 (UK)

UK DELIVERIES

 

  • Express delivery: Delivered up to 1-3 working days day (Monday to Friday) to the UK mainland.
  • Some products we will dispatch from our Hungarian warehouse, in this case delivery up to 6-9 working days
  • Spend over £100 and get Free Delivery service

-------------------------

 

Economy UK delivery 2-9 working days

Spend over £100 and get Free Economy Delivery service.

 

Sum

Total

Cost of shipping

£0

£30.00

£3.20

£30

£99.99

£7.49

£100

and over

FREE!

 

--------------------------

 

Delivery to EU in 4-9 working days
Spend over £250 and get Free Standard Delivery service

Sum                           Total

Cost of shipping

£0

£30.00

£5.49

£30.01

£99.99

£9.49

£100.00

£249.99

£12.49

£250

 

Free!

  • We offer free delivery on orders over £100 to the UK or over £250 to Ireland and EU 
  • If your order value exceeds £100 or contains any large mattress items, you order will be dispatched with DPD 
  • All customers will receive a tracking email to show the progress of their order. Orders dispatched on a Royal Mail Service are not
  • Express delivery is available for the indicated products
  • We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
  • If you do not receive your order within 7 working days from the date of dispatch, please contact Customer Services by emailing us on vitaltrade4you@vitaltrade4you.co.uk
  • We will replace lost or damaged orders free of charge.

Who will deliver my order?

For UK deliveries, if you select Standard Delivery your order will be delivered with Amazon or other courier .  For all International Deliveries we use DPD.

 


How can I track my order?

Orders being delivered by DPD are tracked. For orders dispatched with DPD, once you have received confirmation that your order has been dispatched, please go to https://www.dpdlocal-online.co.uk/ and enter your shipment tracking number. This will give you up to date information on the progress of your parcel.

Alternatively you can contact us and we will be more than willing to track your parcel for you.

 

 

What notifications will I receive in regards to my order? 

Once you have successfully placed your order using our online shop, you will automatically receive an email, acknowledging your order, thanking you for your order and detailing your order number. Once your order has been picked and packed and sent for shipment, you will be sent an email notification. If you order has been dispatched with DPD you'll also receive your tracking number.

 


What if my order isn't delivered? 

Once your order has been dispatched, if you haven’t received it within 5-7 working days (Monday to Friday) for Standard Delivery or 2 working days for Express Delivery, please feel free to contact our customer services team via vitaltrade4you@vitaltrade4you.co.uk 

 


What if I want to cancel my order? 

You have the right to cancel your order up to 14 working days beginning on the day after our delivery agents have recorded a successful delivery of your order. Informing us of your cancellation can be done by contacting us at vitaltrade4you@vitaltrade4you.co.uk . To receive a full refund (including postage price) you must return the items (the return postage cost needs to be paid by customers), in the same condition to which you received them. We will not refund products which have been opened or tampered with. Generally, we get our orders dispatched in less than the specified lead times, so we would appreciate it if you could inform us ASAP of any cancellations as it is easier to cancel an order before it has left the warehouse.

 


Once I have placed my order, can I amend it? 

Please note that once you have progressed through the payment webpage or received your order confirmation you are unable to amend products on your order.

 


I have given the wrong address, how can I change it? 

If you find that you gave the wrong address details, please contact our customer services via e-mail vitaltrade4you@vitaltrade4you.co.uk ,  quoting your order number and the correct address where you would like to have your delivery.

 


Can I return an order? 

Of course! As long as it is within 14 days of the date you received your order and the products have not been opened, tampered or consumed. Please return your products to Vital Trade. Be sure to include your order reference number and the reason you are returning your goods so that we can process a refund for you. Please note that we will not reimburse your postage costs on returned items unless it is an error made by our warehouse. See more in our Terms and Conditions 4.1 Cancellation.

 


What happens if I receive a faulty/damaged product?

In the unlikely event of receiving a faulty product, please inform our customer services team immediately by email on vitaltrade4you@vitaltrade4you.co.uk. We will do our best to ensure that you are refunded for the faulty item, or that a replacement product is sent out to you ASAP. Please note that you may be required to send evidence, i.e. a photograph of the faulty/damaged item to our customer services team. Faulty goods may be returned within the first 6 month period from the date of purchase.

 


How long does a refund take to process?

Please allow 5-7 working days from the authorisation of your refund, for it to show in your bank account. If for some reason, you have not received an agreed refund after 7 days, please contact our customer services team via vitaltrade4you@vitaltrade4you.co.uk

 


I have a complaint.

Only very rarely do we receive complaints about our levels of service, however if for some reason you feel let down by us, then please register your thoughts/feelings with our customer services team by contacting them via email on vitaltrade4you@vitaltrade4you.co.uk . We are continually trying to improve our service to give our entire customer’s 100% satisfaction. If for some reason, we do not meet your expectations, be sure to inform us so that we can make changes to ensure that it does not happen again.

 


Why have I received several order confirmations?

Some customer’s will experience receiving duplicate email confirmations of the order they have just placed. In some instances, the processing payment screen may time out or become inactive. If this occurs and you have received your order confirmation, please be assured that only one payment has been taken from your account. Our warehouse team will pick up on the duplicate order and cancel it, but ensure that your original order will be sent.

 


My promotional code won't work.

Only one promotional code can be applied per order. If you have received a promotional code and it doesn’t seem to be working please ensure there are no conditional spends on the terms of the promotional code and also ensure that it has not expired. If once you have checked this information and you find there is no obvious reason why your code isn’t working please contact our customer services team via vitaltrade4you@vitaltrade4you.co.uk and we will be able to look into this for you.

 


The product I want to order is out of stock, when will it be back?

 
If for some reason the product you are trying to order is out of stock, please check back on our website daily to see if it has changed to now in stock. When a product goes out of stock it generally takes 3-5 working days for the stock to be replenished. Please allow time for this to show on our website. If you notice that a particular item has been out of stock for a long time, please feel free to contact our customer services team vitaltrade4you@vitaltrade4you.co.uk who will be able to give you more information on the availability of that product.

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