Orders & Shipping
How long will my order take?
Orders are prepared within 1–3 business days, then shipped free and fully tracked. Estimated delivery from dispatch: United Kingdom 7–12 business days · Europe 7–12 business days · US & Canada 8–14 business days · Australia & New Zealand 10–12 business days · Rest of world up to 20 business days. These are estimates, not guarantees, as carriers and customs can occasionally cause delays.
Do you ship to my country?
We ship free across the UK, Europe, Australia, and to most countries worldwide, all with tracked delivery. We're unable to deliver to PO boxes or countries under trade restrictions.
Will I get a tracking number?
Yes — a tracking link is emailed to you the moment your order is dispatched, and you can follow it any time via Track Your Order. If your order ships in more than one parcel, you may receive more than one tracking number.
Why has my order arrived in separate parcels?
If you've ordered more than one item, they may be sent separately so nothing holds up your delivery — at no extra cost to you. If one piece arrives before another, the rest is on its way.
Are duties and taxes included?
For UK and EU orders, all taxes and duties are included in the price you pay at checkout — no surprise fees on delivery. For orders outside the UK and EU, any import charges are set by your local customs and are the recipient's responsibility.
Can I change or cancel my order?
We move quickly to get orders out, so once an order enters processing we usually can't change or cancel it. If you've made a mistake (wrong size, wrong address), email support@van-telli.store straight away and we'll do our best before it ships.
Returns & Exchanges
What is your returns policy?
You can return unworn, unwashed items with their original tags within 14 days of delivery. Just email support@van-telli.store with your order number and we'll guide you through it.
How do I exchange for a different size or colour?
The fastest way is to return your item for a refund and place a new order for the size or colour you'd like. Prefer a direct swap? Email us and we'll help arrange it.
Who pays for return shipping?
For change-of-mind returns, return postage is the customer's responsibility (we recommend a tracked service). If an item arrives faulty, damaged, or incorrect, we cover the return cost in full and send a replacement or full refund.
When will I be refunded?
Once we receive and inspect your return, we'll confirm by email and issue your refund to the original payment method — usually within 5–10 business days, and always within 14 days.
Sizing & Product
How do I find my size?
Every product page has a size guide, and a “Size & fit” guide beside the size selector. Our pieces are cut true to size — we'd suggest ordering your usual size, or sizing up if you prefer a relaxed fit or are between sizes.
How should I care for my Vantelli pieces?
Care instructions are on each product and its label. As a rule, our knitwear and wool pieces are best gently hand-washed or dry-cleaned and laid flat to dry, to keep their shape and softness for years.
Payments & Security
What payment methods do you accept?
We accept all major cards (Visa, Mastercard, American Express) and popular digital wallets including Apple Pay, Google Pay, and Shop Pay — all processed securely at checkout.
Is my payment information secure?
Completely. Our checkout is encrypted with industry-standard SSL, and your card details are handled by trusted payment providers — we never see or store them.
Still need help?
How do I contact you?
Email support@van-telli.store and a real person will reply within 24–48 hours, Monday–Friday. We're always happy to help.