Orders

I want to cancel my order

You can cancel your Veruska 925 Natural Skincare purchase within 15 minutes of placing your order by logging into your Veruska 925 Natural Skincare account and click/tap the 'Cancel Order' button.

After the 15 minutes window, we are unfortunately unable to cancel your order, this will be locked into our warehouse system preparing to be dispatched.

If you do not have a Veruska 925 Natural Skincare account, we are unable to cancel your order prior to dispatch. 

Do not have an account with us? Go to: https://www.veruska925.com/account/register

 

I want to change my order

We are unable to make any changes to your order once you have a clicked/tapped the ‘Place Order’ button, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

There is a 15 minutes window where you can cancel your order by locating the order in your account section and click/tap the ‘Cancel Order’ button

After 15 minutes, it is too late to cancel the order and you will need to follow our returns process. 

If you do not have a customer account, we will not be able to cancel the order for you.

 

My order status is unfulfilled

If your order is marked as ‘unfulfilled’, this just means we are still preparing to get your order out the door.

During peak periods, it may take a little longer to get orders out the door but we will endeavor to keep within our delivery estimate and will keep you updated with any potential delays.

If your order has not arrived by the end of your delivery estimate, get in touch with support, we will get right on it. You can Reach out to us at 

Click HERE or

     

 


I've placed an order but haven't received a confirmation email

Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your junk mail. 

If you're still not sure, get in touch and provide us with the following details: 

  • Full name used to place the order
  • Delivery address

Click HERE or

     

 


I have received a faulty item

In the event you have received a defective item, please contact us immediately with the following information:  

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 14 days of the delivery date.  

Unless proof of damage has been verified by a member of the support team, we cannot issue a refund, credit or replacement.

Once we have received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly. 

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

Click HERE or

     

 


My order status is fulfilled, does that mean it should have been delivered?

Status 'fulfilled' simply means your order has been packed by our warehouse team and it is currently on the way to you. 

You will receive a shipping confirmation shortly after detailing your tracking information. 


Do you offer wholesale?

We are a "Direct to Customer" brand, which means, we do not sell Veruska 925 Natural Skincare to any third party sellers.

All orders must be placed through https://www.veruska925.com/

 

 

Can I place an order over the phone?

We are unable to take orders over the phone, all orders must go through our online channel – www.veruska925.com

If you're having trouble checking out, please get in touch with support and we will do all we can to help out. 

Click HERE or

     

 

 You have sent me the wrong item

In the unlikely event you have received the wrong item, please contact us immediately with the following information: 

 

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in its place
  • A photograph of the item you have received

 

Once we have received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item. 

Click HERE or

     

 


Why have you canceled my order?

Fraudulent 

If you have received an email regarding the order being 'Suspected Fraudulent', this simply means your payment method has failed some security checks, we can assure you it is nothing personal.

In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.

If your payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct. 

Items Unavailable 

Your order may be canceled due to the items you have purchased being unavailable. From time to time, we may oversell on a certain product, it's less than ideal as we know but is sometimes unavoidable! In the event that this happens, we will be in touch explaining what may have gone wrong!


Is Veruska 925 Natural Skincare stocked in any physical stores?

We do not have a permanent physical store, so the only place to snag yourself some newVeruska 925 Natural Skincare in person will be at one of the many events we put on around the United State.

Check out the blog to see if we will be visiting a city near you.


Does Veruska 925 Natural Skincare sell through any other websites?

Veruska925 is a direct to customer business, we do not sell through any other outlets other than those directly linked to www.veruska925.com