FREQUENTLY ASKED QUESTIONS

How can I contact Virumine?

You can email us at info@virumine.com, where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes, we can ship to all countries.

Where do you ship from?

We have several locations in the United Kingdom and Hong Kong, so we ship from one of these locations depending on stock availability.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, please request any changes/cancellations within 12 hours of placing your order. Any requests after this time will be declined. Your order can be returned for a full refund once it has been received.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sales periods. We process orders between Monday and Friday. Orders are processed within 1-3 working days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

How long will it take to receive my order?

Delivery times may vary depending on the product and its warehouse location, as we ship orders from our many warehouses. You can find specific shipping information under each product's price. Due to high demand, most orders typically arrive within 8-12 business days.

What if I don't receive my order?

If you do not receive your order within 30 days of dispatch, you are entitled to a full refund.

Will I be charged customs duties and taxes?

The prices displayed on our site are tax-free in GBP, which means you may be required to pay customs duties and taxes when you receive your order. Import taxes, duties and related customs charges may be levied when your order arrives at its final destination, as determined by your local customs office. Payment of these taxes and duties is your responsibility and will not be covered by us. We are not responsible for delays caused by customs authorities in your country. Please contact your local customs office for further information on duties.

How do I return an item?

Please contact us at info@virumine.com

What do I do if the item(s) I have received are defective/incorrect/damaged?

Please contact us if you have received items that are incorrect, missing and/or defective. Please include your order number, photos of the item(s) and all related references when you receive your package. We will do our best to resolve your case as quickly as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days after receipt of the returned item or cancellation request. Please contact the card-issuing bank if you have any questions about when the credit will be deposited into your account. If you have not yet received a credit for your return, please do the following: Contact the bank/credit card company. It may take some time for the refund to be deposited into your account.