Ordering and delivery

Received a faulty or incorrect item?

We’re sorry to hear that! Unfortunately, sometimes items can be damaged during shipping, or the wrong product might be sent. In such cases, we always send a replacement package free of charge the first time. However, we cannot offer a refund at that stage. If the issue occurs again and the replacement is also faulty, we will fully refund the purchase price.

Lost or returned package?

If a package gets lost or is undeliverable due to logistical reasons, we will always send a replacement first before applying our refund and return policy.

Delivery if you're not home or if left at the post office

If your package is delivered to your home or left at a post office, Vestra London will cover the delivery costs. However, if you fail to collect the package from your home or the post office, it will automatically be returned to the supplier. In this case, we reserve the right to deduct €15 from your refund.

WHAT ARE THE SHIPPING COSTS?

GooGroove covers all shipping costs, so you don’t have to pay for delivery.
However, return shipping costs are the customer’s responsibility.

CAN I TRACK MY ORDER?

Yes, all orders are shipped with a Track & Trace tracking system. You will receive a link to the tracking page via email as soon as your order is dispatched.
Please note that it may take some time for the tracking status to update.

WHAT ARE THE DELIVERY TIMES?

Vestra London aims for fast shipping. If you place your order before 3:00 PM on a business day, we’ll do our best to process it the same day.
Many of our items are shipped directly from our suppliers, so the average delivery time is 5–15 business days.

If delivery fails, your package will be held at a PostNL location for 7 days (or at Bpost in Belgium). The courier will notify you of the pickup location.
If the package is not collected within 7 days, it will be returned to our warehouse.

It is the customer's responsibility to ensure that the shipping address provided is correct.
Orders are processed and shipped quickly, so there is only a short window to correct any address errors.
If you provided an incorrect address, please contact us immediately.

LOST OR STOLEN PACKAGE

We are not responsible for lost or stolen packages.
If the Track & Trace system shows that your order was delivered but you did not receive it, please notify us.
Fourteen (14) days after the listed delivery date, PostNL will begin an investigation. We will keep you informed throughout the entire process.

Have questions about your order?

If you have any questions, check out our FAQ page.
If you can’t find the answer there, don’t hesitate to contact us!