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FAQS

Shipping and Delivery
How long does shipping take?

Orders typically ship within 3-7 days. Shipping times vary based on the individual store and destination. To view estimated shipping times for your orders, please visit the Order History page: www.vova.com/account/orders.php Check "Order Status" for more information. You can track your package's delivery progress at any time from this area.

Why my package status did not update for several days?

Sometimes it takes several days for the tracking information to be updated. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches next shipping station (may need 3-7 days).

Sometimes the shipping company has not updated the package information. We suggest you wait few days more.

Why is my tracking number not working?

If it happens, there might be two reasons:

1. When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end. We suggest you wait few days more.

2. Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you on this issue.

Returns and Refunds
Can I exchange an item?

We are sorry that your item doesn't fit the way you wanted. Unfortunately, we currently do not offer item exchanges. We may be able to help return an item if it does not meet your satisfaction. For more information on our return policy, please visit www.vova.com/return-policy.html

Where's my refund?

You can check the status of your refund by visiting your Order History and checking the specific order: www.vova.com/account/orders.php If you are still having trouble finding your processed refund in your account, we recommend contacting your bank or payment provider for more information.

How do I return a product?

We want you to be fully satisfied with your purchase. But if you didn't like your ordered item, or it did not fit, you can return it within 30 days of delivery or the latest estimated delivery date.

How to return the item?

To start a return, please go to the order details page, click the "REQUEST REFUND" when the order status is “Received” and fill all the information needed, our team will process your refund application as soon as possible upon your request.

When will I get my money back?

The money will be returned to the account from which you paid, within 14 days after the order changes its status to "Refunded".

Can my refund request be denied?

Yes, if:

• More than 30 days have passed since the goods were delivered to you.

• You sent the goods without having received the seller's address from our team.

• You weren't able to provide a valid tracking number and the related information needed.

Orders
How to change the size/color of the item before shipment?

In order to change the item you've already bought, you must first cancel the order, and then buy the item again.

Please note that you can cancel the order within 8 hours from the date of payment, while the order is still in the "Paid" status. If 8 hours have already passed and the order has passed to the status "Confirmed", it can not be canceled.

How to cancel the order?

1. Click on your profile icon on our website and select an option "My orders".

2. Select the order you want to cancel, and click on it to open the order detail page.

3. In the order detail page, click on the "Cancel order" button.

Money for the canceled order will be returned to you within 7-30 banking days.

How to cancel an order?

You can cancel the order within 8 hours from the moment of payment. For any items that haven't been confirmed or shipped or processed, an option that says "Cancel Order" will appear.

If 8 hours have already passed and the order has passed to the status "Confirmed", it can not be canceled.

How to cancel the order?

1. Click on your profile icon on our website and select an option "My orders".

2. Select the order you want to cancel, and click on it to open the order detail page.

3. In the order detail page, click on the "Cancel order" button.

Money for the canceled order will be returned to you within 7-30 banking days.

Payment
Which payment methods do you accept?

We offer Credit Card & Debit Card, PayPal and many local payment per different countries. For detailed information on payment method, please check Payment Method. We are into adding more payment options later on for your convenience.

Can I pay with other currency then US$?

On Vova it is convenient to understand the pricing, because you can easily change the currency on our website. This is very simple:

1. On the top of the site, click on the alphabetic code of the currency.

2. Select the currency in which you want to see the prices.

Does Vova charge for customs, taxes, VAT, or any other extra fees?

There will be no more charges once you have placed your order successfully. In some cases, there may be VAT or other taxes, customs duties or fees levied by your destination country. However, based on our experience, such situation is very rare.

If you still have some concerns about the tax, you can learn some information about your local customs policy. We are more than willing to help if there is anything we can do.

My payment won't go through!

If you're having some trouble with payment, we do have some tips that usually will work:

I failed to pay with my Credit or debit card?

1. Make sure all information is correct including credit card number, expiration date, CVV code and billing address.

2. Make sure you have enough credit or account balance.

3. Check whether your card Authorized or default online transaction limit is too low.

4. Try refreshing the page, or logging completely out and then logging back in.

5. Start over with a new order instead of trying to pay for the same order over again.

6. If your payment is still declined, you may need to contact your bank.

As default in all Credit Card banks, part of their security, they block international transactions/payment. Unless the card holder will request to unblock their secured method.

7. You can also pay through PayPal with your Credit or debit card as "a guest" it is very safe and easy.

8. Try using a different card.

9. Try using PayPal if you have a PayPal account.

I failed to pay with paypal?

1. According to our experience, PayPal may have the transaction limit. Please check that with PayPal.

2. According to PayPal rules, the shipping address and the billing address need to be in the same country, otherwise the payment will not be allowed.

3. If above is not working, we highly suggest you try with Credit Card (Visa, MasterCard, Discover, and American Express), and Debit Card.

Managing Your Account
How to change my password?

Please click "My Account" and find Account Settings. You can change the password as instructed.

What should I do if I forget my password?

For security purposes, we do not save our customers' password. If you forgot your password, click here to set a new one: www.vova.com/forgotpassword.php.

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