Q&A
Contact us
To manage your order and fast-track any issue with your order please contact us by e-mail or GSM.
You can check, cancel, change the address, and raise any issue with your orders 24-hours a day, 7-days a week by accessing your account.
Return - For information on how to return a product please read our return policy.
Online Support
Our Customer Support Team is available Monday-Sunday 9am-5pm to answer any order and service-related enquiries. They also love to hear your feedback.
You can also send us a message on our Instagram page.
Customer Complaints Handling Policy
Vitaloura UK is committed to providing an excellent customer experience and service at all levels. We have a Complaints handling policy to ensure that all complaints are handled as efficiently and effectively as possible.
As a customer you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints. We want to resolve your complaint as soon as possible; please contact our customer service team (servet@fornium.com) and we’ll do our best to fix any problems you may be having as soon as possible.
Our responsibilities
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To ensure that our complaints procedure is fully accessible so that people know how to contact us to make a complaint.
- To make sure that everyone at Vitaloura UK knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
- To undertake quarterly reviews of complaints received to improve our standard of customer care.
Handling your complaint
- Upon receiving a verbal or written complaint that has not already been resolved by the Customer Care team at Vitaloura UK, the customer will receive a written acknowledgement within 5 working days. The response should detail the complaint handling procedure and provide approximate timelines and expectations for the investigation and future responses.
- The complaint will be passed to a senior member of staff at Vitaloura UK who will try to resolve the complaint within 10 working days.
- After the complaint has been investigated in full and an outcome and action decision has been arrived at, the senior member of staff will send a final response to the customer within 10 working days.