Vograce After-Sales Service Guarantee
Thank you for all support to Vograce.
We provide standard After-sales service for all customers who purchase in Vograce.
We guarantee a 60-Day warranty for all orders upon delivery.
You may contact us to open a case and track after-sales requests. We will respond within 24 hours to help you.
After-Sales Email: service@vograce.com
All products sold on Vograce are meticulously crafted by our team according to strict quality standards.
We only provide services that meet our guarantee standards. For any order that does not meet the standards, we offer 3 after-sales solutions for your reference:
[Option 1. Free remake with free delivery]
[Option 2. Coupon ]
[Option 3. Refund]
If you receive products with any of the following [Product Quality Details] (cover under warranty), they will be considered "initial defect".
Please provide photos or videos of the defective products within 60 days of delivery. You may choose one of the three solutions above. Failure to contact us within 60 days will be deemed as normal wear and tear, and no after-sales service will be provided.
Common After-Sales Issues & Solutions
【Modify/Cancel Order】
Description: Before production stars, modifications/cancellations are free. After production starts, fees may apply based on progress. ——If cannot modify, please contact with Representative to cancel order.
Note: Refunds for canceled orders will be processed within 1 business day.
Q1: Add/Remove Products or Modify Specifications:
Answer: Contact your Representative to update the invoice. Price differences will be refunded/charged.
Q2: Cancel Order Without Reason:
Answer: Cancel anytime before production starts. Not allowed after production begins.
Q3: Errors in Proof (Specification/Quantity/Accessory/Design):
Answer: Free modifications before proof confirmation. After confirmation, changes may incur fees.
Q4: Order Amount or Pricing Issues:
Answer: Contact Representative to cancel if payment costs/pricing errors occur(such as website page product price does not load correctly)
Q5: Process Does Not Meet Requirements:
Answer: We will advise if we cannot meet your needs. Cancellation recommended if still unsatisfied.
Q6: Payment Issues:
Answer: Email service@vograce.com for cancellations if:
①Multiple failed payments.
②Duplicate payments.
③Payment success but no order notification.
Q7: Change Account Email:
Answer: Contact us to merge accounts or transfer orders.
Q8: Exchange Rate Differences:
Answer: Vograce uses USD in deal. If disputes? Contact us to cancel.
【Order Delivery & Delays】
Description: Order standard time=Estimated Production + shipping time, excluding proof design time (2-5 business days).
Note: Holidays are excluded from delay calculations.
Q1: Delayed Delivery
Answer: If delivery exceeds Order standard time, we provide after-sales service:
①Coupon
②Refund
Q2: Specified Deadline:
Answer: Provide deadline in the Order Note or contact your order Rep within 24 hours of ordering. If delivery delayed, choose compensation.
Q3: No Specified Date & On-Time Delivery:
Answer: No compensation if delivered within order standard time and you did not provide Deadline.
【Shipping Question】
Description: Vograce provides door-to-door express delivery service, with free tariff options for some countries/shipping methods. If you have any question during shipping, please contact us for after-sales processing and provide basic information and pictures.
Q1: Failed Delivery:
Answer: Free remake +delivery if delivery to incorrect address or can not continue delivery.
Note: Customer bears costs if order address is incomplete/unauthorized modification/contact failed.
Q2: Lost/Stolen Package:
Answer: Free remake +delivery.
Q3: Returned Package:
Answer: Free delivery if shipping company caused returned due to delay in shipping progress.
Note: Personal/customs tariff issues will not provide free shipping. Please negotiate with your Representative.
Q4: Missing/Not belong to your product:
Answer: Free delivery for missing items. And you may dispose of the product is not belong to you privately. We do not provide return services.
【Others】
Q1: Coupon/Points Issues:
Answer: Contact us to resolve unused coupons. If the coupon expired, it is unable to recover.
Q2:Account Deletion/Merge:
Answer: Please email service@vograce.com. We will processed within 24 hours.
Regarding the warranty coverage
The warranty covers non-human-caused product breakage/cracking, and adhesive failure within 60 days. We will be responsible for the repair during this period. We apologize for any inconvenience caused.
The following is not covered by the warranty:
1）Compensation beyond the scope of the order and product price.
2）Re-manufacturing with products or techniques different from the order before.
If our sales representative does not provide you with after-sales service that meets the above standards, please contact our social media account. After verification, we will offer an additional $5 coupon as a token of our appreciation for helping us improve.
After sales service email ：service@vograce.com
Social media accounts：
Facebook：@Vograceofficial
Twitter：@VograceCharms
Instagram：@vograce_official
TikTok: @vogracecharms
Discord:https://discord.gg/QfMCQKTK