Frequently Asked Questions (FAQ)

Last Updated: 16/07/2026

Orders

How do I place an order?

Placing an order with VITALI is simple:

  1. Browse our range of health and wellness products.

  2. Add your chosen items to your shopping basket.

  3. Proceed to checkout.

  4. Enter your billing and delivery details.

  5. Select your preferred payment method.

  6. Confirm your order.

Once your purchase has been completed successfully, you will receive an order confirmation email.

Can I change my order after it has been placed?

If your order has not yet entered the fulfilment process, we may be able to amend it.

Please contact our Customer Support Team as soon as possible.

Email: faq@shopvitali.com

Can I cancel my order?

Yes.

Orders may be cancelled before they have been processed for dispatch.

If your order has already been dispatched, you may still exercise your statutory cancellation rights in accordance with our Refund Policy and Returns & Exchanges Policy.

Shipping

Where do you deliver?

We currently deliver throughout the United Kingdom, including:

  • England

  • Scotland

  • Wales

  • Northern Ireland

International delivery may also be available for selected destinations.

Available shipping options are displayed during checkout.

How long will my order take to arrive?

Estimated delivery times are:

United Kingdom

  • 5–15 business days.

International Orders

  • 7–25 business days, depending on the destination.

Please note that delivery times are estimates and may occasionally be affected by external factors beyond our control.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details where available.

You can also check the status of your order using the Track Your Order page on our website.

My tracking information is not updating. Is this normal?

Yes.

Tracking information may take between 24 and 72 hours to become active after your parcel has been dispatched.

If there is still no update after this period, please contact us and we will be happy to assist.

My parcel shows as delivered, but I haven't received it.

We recommend that you:

  • Check with household members.

  • Ask your neighbours.

  • Look in any designated safe place.

  • Contact the courier directly.

If you are still unable to locate your parcel, please contact our Customer Support Team so we can investigate with the delivery carrier.

Payments

Which payment methods do you accept?

Available payment methods are displayed during checkout and may include:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

  • Other secure payment providers

Available options may vary depending on your location.

Is it safe to shop with VITALI?

Yes.

We use secure payment gateways and encryption technologies designed to protect your personal and financial information.

VITALI does not store your complete payment card details.

Returns & Refunds

Can I return a product?

Yes.

Under the Consumer Contracts Regulations, most customers have the right to return eligible products within 14 calendar days of receiving their order.

Certain products may be excluded where permitted by law.

Please see our Returns & Exchanges Policy for full details.

Who pays for return postage?

If you are returning an item because you have changed your mind, you may be responsible for the direct cost of returning the goods unless stated otherwise.

If the item is faulty, damaged or incorrect, VITALI will arrange an appropriate solution in accordance with UK consumer law.

When will I receive my refund?

Approved refunds are normally processed within 14 calendar days after we receive the returned goods or satisfactory proof that they have been returned.

The exact time required for the funds to appear in your account depends on your payment provider.

What should I do if I receive a faulty or damaged product?

Please contact us as soon as possible after receiving your order.

To help us resolve the issue quickly, please include:

  • Your order number.

  • A description of the problem.

  • Clear photographs of the product.

  • Photographs of the packaging where appropriate.

Products

Are your product photographs accurate?

We make every effort to ensure our product images accurately represent the items we sell.

However, slight variations in colour, packaging or appearance may occur due to manufacturing updates, lighting conditions or individual screen settings.

Do your products include a warranty?

All products are covered by your statutory rights under the Consumer Rights Act 2015.

Where applicable, certain products may also include a manufacturer's warranty.

Any additional warranty details will be provided with the relevant product.

What happens if a product becomes unavailable after I place my order?

In the unlikely event that an item is unavailable after your purchase, we will contact you promptly to offer one of the following options:

  • Wait for new stock.

  • Receive a suitable alternative (subject to your agreement).

  • Receive a full refund.

Customer Account

Do I need an account to place an order?

Not necessarily.

Depending on the website settings, you may be able to complete your purchase as a guest or choose to create an account for easier order management.

I've forgotten my password.

Simply select the "Forgot Password?" option on the login page.

You will receive an email with instructions for resetting your password.

Customer Support

How can I contact VITALI?

You can reach our Customer Support Team by email:

Email: faq@shopvitali.com

What are your customer service response times?

Our support team aims to respond to all enquiries within 24 to 72 business hours.

Response times may be slightly longer during public holidays, promotional events or periods of exceptionally high demand.

Still Need Help?

If you cannot find the answer you are looking for, our Customer Support Team will be happy to assist you.

VITALI

Email: faq@shopvitali.com