Deliveries & returns

1. Preparation & Dispatch

All orders are processed and dispatched within a maximum of 48 working hours following confirmation of your payment. Dispatches are made on a regular basis to ensure that every order is processed promptly.

You will receive a dispatch confirmation email as soon as your parcel has been dispatched, along with your tracking number.

2. Delivery Times

Generally, orders are delivered within 6 to 14 working days from the date of dispatch. These times are provided for guidance only and may vary depending on:

•       The destination country and geographical area

•       Customs processing times for deliveries outside the European Union

•       The carrier’s operational conditions

•       Busy periods (public holidays, sales, etc.)

 

Summary of estimated delivery times

 

Preparation & dispatch: within 48 working hours of ordering

Estimated delivery: 6 to 14 working days after dispatch

Delivery outside the EU: delivery times may be extended depending on customs

 

3. Delivery Charges

Delivery is free for all orders totalling €20.00 or more.

 

For orders below this amount, delivery charges apply and are calculated automatically based on the destination when you confirm your basket.

 

For deliveries outside the European Union, customs duties, local taxes or import duties may be charged by the authorities in the destination country. These charges are entirely the responsibility of the Customer and are not included in the order price.

 

4. Order Tracking

As soon as your parcel is dispatched, you will receive your tracking number by email. This allows you to track the progress of your order in real time directly on the carrier’s website.

 

If you have not received your tracking email within 48 hours of placing your order, please check your spam folder or contact our customer service team.

5. Package Not Received

If your order is marked as delivered by the carrier but you have not received it, you must contact us within 7 days of the stated delivery date, providing:

 

•       Official proof of non-delivery from the carrier (screenshot or document confirming the issue)

•       A handwritten, dated and signed statutory declaration stating that you have not received the parcel

 

Statutory declaration template

 

“I, the undersigned [First Name Surname], residing at [full address], hereby declare on my honour that I have not received order no. [order number] placed on the Ora White shop, despite the delivery notification provided by the carrier.”

 

Done at [town], on [date] — Handwritten signature required

 

Any false declaration will result in civil and criminal liability for the declarant. Once the documents have been received and verified, Vexora will process your request as soon as possible.

6. Damaged Parcel on Delivery

If you receive a parcel that is visibly damaged, please:

 

•       Refuse the parcel or make a note of the damage with the delivery driver at the time of delivery

•       Take photos of the parcel and the damaged item

•       Contact us within 48 hours of receipt, attaching the photos

 

We will arrange for a replacement product to be sent or a refund, whichever you prefer, at no extra cost.

 

7. Returns

You have 14 calendar days from receipt of your order to return a product. Returns are only accepted for unopened products in their original packaging.

 

To initiate a return, please contact our customer service team by email, quoting your order number. Return postage costs are the responsibility of the Customer, unless the product is faulty or we have made a dispatch error.

 

For further details on our return and refund policy, please refer to our Refund Policy available on the website.

 

8. Contact & Customer Service

 

Vexora — Customer Service

 

For any questions regarding your delivery or a return:

 

Email: contact@vexoraa.net

Response time: within 24 working hours

 

Policy effective from March 2026. Vexora reserves the right to amend this policy at any time.