FAQ

Yes. We understand that the safety of your personal information is extremely important to you. To protect your personal data and credit card information from unauthorized access we use Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.
The payments are processed by a third-party secure service. We do not store or have access to your credit card information at any time.

We accept the following credit cards: MasterCard, Visa, and American Express. We only take payment once your order has been shipped. We also accept payment by PayPal or Apple Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Apple Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Custom taxes and duties are regulated by your government and postal office. As per our Shipping Policy, the customer is responsible for paying custom duties/taxes.
Vermilton cannot be held responsible for customs charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee. Vermilton is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing all claims.

Also, kindly note that on rare occasions, customs agents may delay the delivery of some packages.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Our order process is very simple. Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address. A shipping confirmation email should follow after 2 - 3 business days (read more on the Shipping Policy page). Email the customer service team at info@vermilton.com if further assistance is required at any point.

Our products come from all around the world. We have partnerships with Canadian, American, Asian, and European manufacturers to make and ship our products.

Please note, that due to COVID-19, many shipping companies are prioritizing the shipments and receiving emergency and necessary medical equipment. This could mean that your package may be withheld from the shipping company for an extended period of time which would lead to longer wait times and delays. We hope you understand, as this is something completely out of our control.

Shipping times may vary as we ship worldwide from different fulfillment centers based on your location. The average shipping time is 10-30 business days (2-4 weeks). (see Shipping Information page for more details).

Our shipping labeling system is automated and will send your package to the exact address you've given us. Please wait 1-2 days to see if your package shows up. Check your mailbox, front office, family members, neighbours and front porch for your package. If your package is still not delivered please contact your local postal office as they might have made a mistake with your package.

Once your order has been shipped you will receive a tracking number (if available) that you can use to get the latest updates on your shipment. We will also automatically notify you via email of any important tracking information. Visit our Track My Order page

The tracking number will only be available after the item was shipped.

Please contact us as soon as you realize you need to cancel as once it is shipped we cannot cancel it for you. Contact Customer Service.

If your order has not arrived in the specified delivery time, you can track your order to see where it is located. Sometimes orders are delayed due to customs hold-ups (see more on the Shipping Policy page). Please also reach out to our customer service team at info@vermilton.com and we will provide you with an update.

Please contact our customer service team via info@vermilton.com. Providing the return is within the 30-days cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@vermilton.com with the details. We’ll respond within 24 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached.