FAQs

Below FAQ are some common concerns of our clients before purchasing the theme. If you have other questions, please just send it to vinesugs@outlook.com.
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Q: “Do I need to have an account to order?”

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

- Quick checkout process

- Easily view your order status and order history

- Receive updates detailing our new releases and special promotions

Q: “What if I forgot my password?”

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

Q: “What if I typed the wrong email address?”

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.So Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble.

Q: “Are there any exchange rates?”

All of our transactions are in Pounds sterling. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

Q: “What payment methods do you accept?”

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Q: “How do I change or cancel my order?”

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

Q: “Can I change my shipping address after placing an order?”

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

Q: “When will my order arrive?”

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

Q: “How do I track my order?”

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

Q: “What Do I Do If I Have Missing Items In My Order?”

If something is still missing, please contact us immediately.

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
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