Welcome to vangormake.com. This Shipping and Returns Policy applies to all orders placed through our website (vangormake.com) for customers in the European Union (EU) and the United States (US). By placing an order with us, you agree to the terms and conditions outlined below. For any questions, please contact us at wayne@dramapapa.com or refer to our company information: HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED, Room 1003, 10th Floor, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong.
1. Shipping Policy
1.1 Shipping Destinations
We currently offer shipping to all countries within the European Union and the United States. We do not ship to other regions at this time. If you have special shipping requests, please contact our customer service team at wayne@dramapapa.com before placing your order.
1.2 Shipping Methods and Delivery Times
We partner with reputable international courier services (including DHL, FedEx, and UPS) to ensure safe and timely delivery of your kitchenware products. Delivery times vary based on your location and the shipping method selected:
European Union:
Standard Shipping: 5-7 business days from the date of dispatch.
Express Shipping: 2-3 business days from the date of dispatch (additional fee applies).
United States:
Standard Shipping: 7-10 business days from the date of dispatch.
Express Shipping: 3-5 business days from the date of dispatch (additional fee applies).
Note: Delivery times are estimates and do not include processing time. Order processing typically takes 1-2 business days (excluding weekends and public holidays). Shipping times may be delayed due to customs clearance, weather conditions, or other unforeseen circumstances beyond our control.
1.3 Shipping Costs
Shipping costs are calculated based on the weight of your order, your shipping destination, and the selected shipping method. The exact shipping cost will be displayed at checkout before you confirm your order. We may offer free standard shipping for orders that meet a certain minimum purchase amount (details will be displayed on our website from time to time).
1.4 Customs and Duties
As an international seller based in Hong Kong, all orders shipped to the EU and US may be subject to customs duties, taxes, and other fees imposed by the destination country. These fees are the sole responsibility of the customer and are not included in the product price or shipping cost. We are not responsible for any delays caused by customs clearance or for any additional fees incurred. For more information on customs duties and taxes, please contact your local customs office.
1.5 Order Tracking
Once your order is dispatched, we will send you a confirmation email with a tracking number and a link to track your package. You can also track your order by logging into your account on vangormake.com and navigating to the “Order History” section.
2. Returns Policy
2.1 Eligibility for Returns
We want you to be satisfied with your purchase. You may return any unused, unopened, and undamaged kitchenware products within the following timeframes, provided they are in their original packaging with all accessories, tags, and documentation intact:
European Union: 14 calendar days from the date you receive the product (in compliance with EU Consumer Rights Directive 2011/83/EU)[5].
United States: 30 calendar days from the date you receive the product (in line with mainstream e-commerce standards and FTC regulations).
Returns will not be accepted if: The product has been used, installed, or damaged by the customer (excluding damage during shipping).The original packaging is missing, damaged, or incomplete (including individual accessory packaging).The product is a custom-made or personalized item (unless it is defective).The return request is made after the applicable return period has expired.
2.2 Return Process
To initiate a return, please follow these steps: Contact our customer service team at wayne@dramapapa.com within the return period, providing your order number, product name, and reason for return.Our customer service team will review your request and, if eligible, send you a Return Authorization (RA) number and detailed return instructions, including the return address (HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED, Room 1003, 10th Floor, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong).Package the product securely in its original packaging, include all accessories and the RA number, and ship it back to us using a trackable courier service. The cost of return shipping is the responsibility of the customer, unless the return is due to a defective product or an error on our part (e.g., wrong product shipped).Once we receive and inspect your returned product (typically within 3-5 business days of delivery to our warehouse), we will confirm its eligibility for a refund or exchange.
2.3 Refunds
Refunds will be processed within 5-7 business days after we confirm that your return is eligible. Refunds will be issued to the original payment method used for the order. Please note that shipping costs (both original and return) are non-refundable, unless the return is due to a defective product or our error. Depending on your payment provider, it may take an additional 3-5 business days for the refund to appear in your account.
2.4 Defective Products or Errors
If you receive a defective product, a product that is different from what you ordered, or a damaged product (due to shipping), please contact us at wayne@dramapapa.com within 3 business days of receipt. Provide your order number, photos of the defective/damaged product, and a detailed description of the issue. We will arrange for a free return and either send you a replacement product (if available) or issue a full refund (including original shipping costs).
2.5 Exchanges
If you wish to exchange a product for a different size, color, or model, please follow the return process outlined above and indicate your exchange request in your initial contact with customer service. Exchanges are subject to product availability. If the requested exchange product is out of stock, we will issue a refund instead.
3. General Terms
We reserve the right to refuse any return that does not meet the eligibility criteria outlined in this policy. We are not responsible for any lost or damaged return packages, so we recommend using a trackable shipping service and insuring your return package if it contains high-value items.
This Shipping and Returns Policy may be updated from time to time. Any changes will be posted on our website (vangormake.com) and will take effect immediately upon posting. We encourage you to review this policy before placing an order.
4. Contact Information
If you have any questions or need assistance with shipping or returns, please contact us: Email: wayne@dramapapa.com Company: HONG KONG ART VISUAL CULTURE COMMUNICATION LIMITED Address: Room 1003, 10th Floor, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong
