FAQ
Welcome to the Vitrale FAQ section — your quick guide to shopping with confidence.
Below you’ll find answers to the most common questions about our products, service, and policies.
Need further help? Our customer care team is always here to assist:
📧 Email: care@vitrale.com
📞 Phone: +44 808 531 0383
General Questions
Q: What is Vitrale?
A: Vitrale is a UK-based online fashion store offering minimal, elegant, and timeless pieces designed for everyday wear. Our collections are carefully selected to balance style, comfort, and confidence.
Q: How can I reach customer support?
A: You can contact us at care@vitrale.com or call +44 808 531 0383 during our support hours.
Orders & Shipping
Q: How do I place an order?
A: Browse our products, select your favourite items, add them to your cart, and complete checkout securely through our online store.
Q: What payment methods do you accept?
We accept major credit and debit cards, including:
▹ Visa
▹ MasterCard
▹ American Express
All payments on vitrale.com are processed in GBP (£).
Q: How long does delivery take?
A:
▹ Orders are processed within 1–2 business days
▹ Standard UK delivery takes 2–5 working days
Most customers receive their parcel within 3–7 working days from order placement.
Q: Do you offer international shipping?
A: No. Vitrale currently ships within the United Kingdom only.
Q: Is shipping free?
A: Yes. We offer free standard UK shipping on all orders.
Q: Will I receive tracking information?
A: Yes. Once your order is dispatched, you’ll receive a shipping confirmation email with your tracking link.
Returns & Exchanges
Q: What is your return policy?
A: Eligible items may be returned or exchanged within 30 days of delivery, provided they are:
▹ Unused
▹ Unworn
▹ Unwashed
▹ In original packaging with tags attached
Q: How do I return an item?
Email care@vitrale.com with your order number and reason for return.
If approved, we’ll send you:
▹ A free printable UK return label
▹ Packing instructions
▹ A Return Authorisation Number
Q: How are returns handled?
All returns are processed by mail.
You’ll receive a free pre-paid return label and can drop your parcel at the nearest approved courier location.
Q: Do I have to pay for return shipping?
A: No. All approved returns include a free UK pre-paid return label.
Q: Can I exchange a product?
A: Yes. Exchanges are accepted within 30 days for:
▹ A different size
▹ A different colour
▹ A different product of equal value
Replacement items are shipped free of charge.
Q: How long do refunds take?
A: Refunds are processed within 7 business days after your returned item is received and inspected.
Refunds are issued to your original payment method in GBP (£).
Q: Are there items I cannot return?
Yes, the following items are non-returnable:
▹ Underwear or items removed from sealed packaging (for hygiene reasons)
▹ Personalised or custom-made items
▹ Products marked as non-returnable
Products
Q: Are your products high quality?
A: Yes. Every item at Vitrale is selected for quality, comfort, and durability, and undergoes quality checks before dispatch.
Q: How do I choose the right size?
A: Many product pages include a size guide.
If you’re unsure, email care@vitrale.com — we’re happy to help.
Q: Do you offer sustainable products?
A: We are committed to gradually expanding our collection with responsibly sourced and eco-conscious items.
Account & Security
Q: Do I need an account to shop?
A: No. You can checkout as a guest.
Creating an account allows you to:
▹ Track your orders
▹ Save your details
▹ Access exclusive offers
Q: Is my personal information secure?
A: Yes. Vitrale uses SSL encryption and secure, PCI-compliant payment processors to protect your personal data.
Q: How do I subscribe to the newsletter?
A: Scroll to the bottom of our homepage and enter your email address to receive updates on new arrivals, promotions, and exclusive offers.
Contact Us
Vitrale is operated by TopLevel Commerce Limited, a company incorporated in Hong Kong.
Registered Business Details:
▹ Company Name: TopLevel Commerce Limited
▹ Business Registration Number: 79528732
▹ Registered Address: Flat 5, 4/F, Won Hing Building, 74–78 Stanley Street, Central, Hong Kong
Customer Support:
▹ Email: care@vitrale.com
▹ Phone: +44 808 531 0383
Support Hours (GMT – London)
▹ Monday to Friday: 9:00am – 5:00pm
▹ Saturday & Sunday: 10:00am – 2:00pm
▹ We aim to respond to all enquiries within 24 hours
▹ For additional assistance, please visit our Contact Us page