What currency are prices displayed in on the website?
All prices are displayed in Australian dollars.
I've just placed an order. When will it be shipped?
We do our best to get your order on its way as quickly as possible. Please allow a production time of 4–7 days. Average delivery time is 15–21 days. Tracking numbers are updated 3–5 days after your order has been dispatched. If you haven't received a tracking number after 7 business days, please send us an email at info@vitanela.com.
I'm not happy with my order. Can I return it? What if there's an issue?
We offer a 100% money-back guarantee if your product is faulty or arrives damaged. You have 90 days to return it to us for a full refund. Return shipping costs are your responsibility. Once we receive the product, we'll refund your full purchase price. Please include your name and order number on any returned parcels. Please note: if your parcel is already on its way, you'll need to wait for it to arrive and then send it back before a refund can be issued.
Can I cancel my order?
Yes, you can cancel your order free of charge! The cancellation must be made before the order is dispatched. If your item has already been shipped, please use our straightforward returns process to receive a full refund.
I've entered the wrong address. What can I do?
If you've entered an incorrect address — whether typed manually or filled in automatically — simply reply to your order confirmation email to flag it. Once you've confirmed the address is incorrect, please notify us by email at info@vitanela.com. If the address is wrong, we can correct it within 24 hours of the order being placed. After that 24-hour window, we're unable to offer a refund for orders sent to an incorrect address.
How long does shipping take?
Delivery times vary, as we ship globally from a number of logistics centres. Average delivery time is 15–25 business days.
I have a question that hasn't been answered. Can you help?
Absolutely — we're happy to help! Just send us an email at info@vitanela.com and we'll get back to you. We do receive a high volume of emails, so to help us get back to you as quickly as possible, please include your order number and a clear description of your issue. Thanks so much!