FREQUENTLY ASKED QUESTIONS

Please contact our representatives for any of your questions, problems or suggestions about our brand and products. You are welcome to contact us by an email (support@vspstore.fr) or leave a message from “Contact Us” on our website. Our representatives will help you as soon as possible.

MEMBERSHIP

1. How can I become a member?

You can become a member by filling in the registration form on the page which is opened by clicking on the “My Account” button on the top of our homepage. Once you have filled out the required information, you will receive an account confirmation email. Membership is free of charge.

 2. Is it possible to shop online without becoming a member?

It is not mandatory to register, but we highly recommend you register to take advantage of the benefits and opportunities which are exclusive to our members. Once you have registered and become a member, you can track your current and past orders, be the first to know the news, opportunities, and promotions as well as benefit the special discounts.

 3. What do I do, if I have forgotten my password?

If you have forgotten your password, just go to “My Account” button and then click “Forgot your password?” link. We will send you an automated email with information on how to reset your password. For security purposes, we may request further information to verify your identitiy.

 4. How do I change my account details?

If you want to change your account details, update your information by logging into “My Account” and amending your details as appropriate.

 5. How do I sign up for newsletters or promotions?

To sign up for newsletters and promotions, go to “My Account” and sign into your account using your email address and password and then you may check the box “I want to receive emails.” so that newsletters and promotions are sent to your email you defined on your profile.

If you want to subscribe for newsletter and promotions, you can submit your email address to the field “Newsletter” on the bottom of the page.

 6. How do I unsubscribe from your mailing list?

If you have registered to receive updates from us, and you no longer wish to receive these, you may unsubscribe using the link at the bottom of any our emails.

ORDERS

1. How can I shop online?

To shop online, please follow the descriptions below:

 2. How do I track my order?

If you have ordered by logging in, go to “My Account” page and click “Purchases”.

If you are not registered on our website, please send us an email (support@vspstore.fr) and our representatives will help you as soon as possible.

 3. I am receiving an “error” message when ordering, what should I do?

If you experience a technical difficulty and see a message asking you to try again, please repeat your action, click the refresh button on your browser window or close and restart your internet browser.

If you are still having trouble, please send us an email (support@vspstore.fr) and our representatives will help you as soon as possible.

4. What do I need to do if I cancel the order for the product I have purchased?

Before your order has been dispatched, you can cancel your order. To check the status of your order please log in and go to “My Account” page. You cannot cancel orders which have been shipped out. Under this circumstances, please wait for your package to arrive and issue a refund within fourteen (14) days of receiving the products.

If you are not registered on our website, please send us an email (support@vspstore.fr) and our representatives will help you as soon as possible.

 PAYMENT

1. Can I trust your website to buy from?

For us, the security of online purchases is fundamental. All transactions are performed through secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL) to the entity. We have got GeoTrust SSL certificates and the safety certificates for online transactions: Verified by VISA and MasterCard SecureCode.

2. Which payment methods can I use to place an order?

On the Site, including its mobile version, you may pay for your purchase using PayPal.

SHIPPING

1. When will I receive my order?

Depending on your residential are, the delivery time may take between 7(seven) to 10 (ten) working days.

If your delivery is delayed more than two weeks, please send us an email (support@vspstore.fr) and our representatives will help you as soon as possible.

2. How can I track my order?

As soon as we are ready to ship your order, we will send you an email within the delivery information. After that you will be able to track your order under “My Orders” when you log in at our website. Once your order has been shipped you can also track it using the tracking number located in your shipping confirmation email. It may take up to 24 hours before tracking information is updated.

If you are not registered on our website, please send us an email (support@vspstore.fr) and our representatives will help you as soon as possible.

3. How much does delivery cost?

We offer free shipping on all orders over 800 € on our website. 

4. What countries do you ship to?

We offer shipping  within Europe, USA and Canada.

5. Which company do you use to ship?

We work with UPS.

6. Can I change my delivery address or the recipient name after placing an order?

Before your order has been dispatched, you can change your delivery address as well as the recipient name. To check the status of your order please log in and go to “My Account” page. If the status of your order is “Preparing” you can click “My Address” and update the name and address.

If you are not registered on our website, please send us an email (support@vspstore.fr) or leave a message from “Contact Us” on our website.

7. What should I do if I receive an incorrect or damaged item?

You should check all products you receive against your order. If you receive products that are damaged or incorrectly, please proceed to return the item to us within 7 (seven) working days of delivery.

The delivery address is as follows:  

Vespucci SARL

19 Rue Debelleyme, 75003 Paris / France

RETURNS & EXCHANGES

1. How do I return an item I have ordered?

The consumer may exercise the right to withdraw from the contract by rejecting the goods without undertaking any legal and criminal liability and without giving any justification. We accept returns of any unworn, unwashed and undamaged merchandise with all tags still intact within 14 (fourteen) days of the delivery date.

If you have received the products and wish to cancel your order, you must take reasonble care of the products and not use them. Kindly note that you must return an item in the same condition as it was received, not used or altered. If we reasonably believe that the products have been used, will not be accepted and therefore sent back to the customer.

We will not be responsible for any loss or damage to them in transit and, for this reason, we request to use our recorded delivery service and keep receipt as proof o delivery. If products are lost or damaged in transit, we reserve the right to charge you for such loss or damage.

2. How long do I have to request a refund?

All returns must be processed within 14 (fourteen) days of customer delivery.

3. How can I make a return?

Regarding the return process, place the items in the original shipping box, or any other suitable box. You have to fill out the return form found behind your invoice and place it in the box and attach the return lable to the outside of the box and seal the box securely.

Ship the return with a carrier of your choice. Please note that the customer is responsible for these costs. For your safety, make sure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery to our warehouse.

The delivery address is as follows:  

Vespucci SARL

19 Rue Debelleyme, 75003 Paris / France