FAQ

Frequently Asked Questions (FAQ)

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📦 When will my order arrive?

Orders are usually delivered within:

- Europe: 4–12 business days
- Rest of the world: 7–20 business days

You’ll receive a tracking number by email once your order is shipped.

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🚚 Where do you ship from?

We ship directly from our international fulfillment center. This allows us to offer global service with fair pricing and fast delivery.

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🧾 How can I track my order?

Once your order ships, you'll receive a tracking number via email.
You can click the link in the email or use the “Track My Order” page on our website.

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🪪 I entered the wrong address. What should I do?

Please contact us immediately at info@by-vert.com.
If your order hasn't been shipped yet, we’ll update the address.
If it’s already shipped, we may not be able to intercept it.

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📥 Can I return or exchange an item?

Yes! We accept returns within 30 days of delivery.
The item must be unused and in original condition.

To initiate a return, email us at info@by-vert.com with your order number.

📌 We do not offer exchanges. If you want a different item, please return your original order and place a new one.

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💸 Will I get a full refund?

If your return is approved, you’ll receive a full refund to your original payment method (excluding shipping fees).
Refunds are usually processed within 7 business days after we receive the item.

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❗ What if I received a damaged or incorrect item?

We're sorry about that!
Please contact us within 5 business days of receiving your order, with photos of the issue.
We’ll offer a replacement or full refund - your choice.

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🧾 Do I have to pay customs or import taxes?

Depending on your country, you may be charged additional duties or taxes upon delivery.
These fees are not included in your purchase and must be paid by the recipient.

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