Frequently Asked Questions (FAQ)
Welcome to the Vero Light help center. Below you will find answers to the most common questions regarding our products, shipping, and return processes.
How can I contact Vero Light?
You can reach us by email at info@light-vero.com. Our customer support team is happy to assist you with any questions or concerns. You may also reach us by phone at +31 6 31997860. For more details, visit our Contact Information page.
Do you ship worldwide?
No, we currently offer shipping within Canada only. This allows us to provide a dedicated and efficient service for our Canadian customers.
Where are the products shipped from?
All Vero Light products are shipped from our main warehouse in Ottawa, Canada, ensuring reliable delivery and local logistics management.
Can I modify or cancel my order?
To ensure fast processing, any changes or cancellations must be requested within 12 hours of placing your order. After this period, modifications may not be possible. Once delivered, you may request a return according to our Refund & Return Policy.
Which payment methods do you accept?
We accept the following secure payment methods:
- Credit/Debit Cards (VISA, Mastercard, American Express)
- Apple Pay & Google Pay
- PayPal
All payments are processed securely using encrypted payment systems to protect your data.
How long do processing and delivery take?
Orders are processed within 1–3 business days. Estimated delivery time within Canada is 7–10 business days. For more information, please see our Shipping Policy.
What if I do not receive my order?
If your order has not arrived within 35 days of the shipment date, you may be eligible for a full refund or a replacement. If a package is confirmed lost by the courier, we will issue a refund immediately. Contact us at info@light-vero.com for help.
How can I return an item?
To start a return, please email info@light-vero.com. Return requests must be approved before sending items back. Note: Do not send returns to our administrative address in Ottawa without prior authorization. Detailed instructions will be provided upon approval.
What if my item is defective, incorrect, or damaged?
Please contact us immediately with your order number and clear photos of the issue. We will arrange for a return and offer a full refund or a replacement item, depending on your preference.
When will I receive my refund?
Refunds are issued to the original payment method. Most refunds are processed within 7–10 business days after we receive and inspect your returned item.
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