Frequently asked questions
Quick answers, no runaround.
Everything you need to know about contacting us, shipping, orders, payments, and returns. Can't find what you're looking for? Get in touch.
Contact & support
How can I contact Vuka Well?
You can email us at info@vukawell.com and our team will be happy to help you with whatever you need.
Shipping
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time during holidays and sale seasons. We process orders Monday to Friday, within 1–3 business days from the order date, and ship the next day after the processing day. We don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2–4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free, which means you may be liable to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged on arrival to its final destination, determined by your local customs office. Payment of these charges is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details, please contact your local customs office.
Orders & payment
Can I change or cancel my order?
We aim to process orders as fast as possible, so any change or cancellation must be requested within 12 hours of ordering. All requests after this window will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
Returns & refunds
How do I return an item?
Please contact us at info@vukawell.com.
What if the item(s) I received are defective, incorrect, or damaged?
Please contact us if you have received products that are incorrect, missing, or defective. Include your order number, photographs of the item(s), and any related references when reaching out. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds are credited to your original form of payment. If you paid by credit or debit card, refunds are sent to the card-issuing bank within 7–10 business days of receipt of the returned item or cancellation request. Please contact your bank with questions about when the credit will be posted to your account. If you haven't received a credit yet, contact your bank or card company — it may take some time before the refund is posted.