FAQs

FAQ

GENERAL
1. Where is the store located? 

We sell our products online to create a global brand awareness. 

2. How long do support tickets take?

We respond to all support tickets within 12-48 hours. 

3. There is a sale on. How long does it last?

All sales vary from time to time. We sometimes have flash sale for 12 hours. 

ORDERS
1. I ordered something but want to cancel.

Once an order is purchased, it is automatically sent to our processing hub for dispatch. Please select carefully and enter your correct details before purchasing. For more details, please refer to Shipping, Returns and Refunds here. 

2. I ordered something but want to change the order. 

We pride ourselves in getting orders dispatched as quickly as possible therefore orders made after 3.00pm on any day can be easily changed. However, orders made between 8.00am and 3.00pm may not always be picked up in time. If you have made an incorrect order please email heather@concept2commerce.com advising of the change and we will do our very best to change your order.

3. My order arrived but the items were wrong/damaged.

Please email us at support@concept2commerce.com with a photo of your items and your receipt. 

If we are at fault, we will send out the correct items at our cost. 

4. My order arrived but I need to change the size. 

Please email us at support@concept2commerce.com with your receipt. 

You can send us your item back and we will send you an updated size. 

*Please take note that postage cost will be at your expense. 

5. How does the Satisfaction Guaranteed work?

If you're not happy for any reason, send us an email at support@concept2commerce.com and provide us your receipt. If you post us back your items, we will send a replacement to you free of charge. 

*Please take note that postage cost will be at your expense. 

PAYMENT DETAILS
1. What types of payment do you accept?

We accept Visa & Mastercard as well as Paypal. We also accept Visa Debit and Debit Mastercards. If you are having trouble with debit cards, read our article here. 

SHIPPING
1. Do you deliver to my country?

We offer shipping to every country except for FPO and APO addresses. We hope to open to these areas soon!

2. How much does shipping cost?

Royal Mail 2nd Class is £2.99. Royal Mail 1st Class will be £3.99
Royal Mail 2nd Class Signed For is £3.99. Royal Mail 1st Class Signed For will be £4.99.
Parcelforce 24 is £6.95.

For international customers, shipping cost varies starting from £10. 

3. How long will it take to get my order?

UK orders are the fastest. UK orders usually take between 7 and 14 business days or a bit more to arrive at their destination, but can take longer from time to time or during holidays.

All other Global orders ship by e-packet and take 7 to 30 business days. In rare cases it can take a bit longer depending on where you are in the World, your local postal service & customs policy and other circumstances.

4. Do I have to pay sales taxes & duties?

When you purchase an item from us for delivery, your order may be subject to local import duties and taxes which are levied once the package reaches your delivery country. Unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office. You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of, or after delivery. We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by 1stVitality. 

If you abandon your order, we will not re-ship it for free.

Additionally, please note that when ordering from 1stVitality.net, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

IMPORTANT TRACKING DETAILS
1. Who is the shipping company?

We use one of 4 shipping companies.

We use USPS, SF Express, China Post, China EMS, Royal Mail, DPD and Parcelforce.

2. My tracking says "no information available at the moment"

All orders are dispatched within 24 hours, however for some shipping companies, it takes 3-5 business days for the tracking information to update on the system.

If your order was placed more than 5 business days ago and there is still no information on your tracking number, please email support@concept2commerce.com and we’ll respond within the day.

3. How do I stay updated about my order tracking?

You can head over to order lookup to retrieve your tracking number or send us an email at support@concept2commerce.com. 

For international customers, you can go to 17track to enter your tracking number in the big box available in the center.