Help & FAQs

Got a question? We are here to help

Product Availability

How do I know if the product is available?

Our team updates the product and inventory every day. Therefore, only available and in-stock will shown.

When are you releasing new products?

We are continuously expanding our offer to provide a more expansive collection.

Warehouse & Fulfillment

Where is your warehouse location?

Our fulfillment warehouse is in Los Angeles (USA)

Payment Method

Which Payment Method is available?

We accept all major credit cards, including Mastercard, Visa, American Express, Discover (Pay-later service), Amazon Pay, PayPal, Google Pay, Apple Pay, and Affirm Financing. We constantly improve available payment methods to have a broader range of selections.

Shipping Service

What delivery method service(s) are available?

We work with DHL, FedEx, and UPS to deliver our products to your home. The delivery service will be assigned automatically when you checkout.

Which countries are available for shipping?

We can ship to most countries worldwide (a detailed list of countries is available on each product’s description).

How much is the shipping cost for my country?

Free Shipping for Continental US & Most EU Countries.

How long until I receive my order?

Orders will ship within 1-5 business days of processing payment unless noted when the order is placed or you receive an email notice that an item in your order has been delayed. 

Cancellation Policy

How can I cancel my order?

If the order hasn’t been shipped, then you can cancel your order, and we will process the refund. Please note that the sale and gift card that has been used might not be available by the time of your next purchase. You can send an email to to process your cancellation.

Refund Policy

Can I return my accepted order?

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How do I return the product?

To start a return, you can contact us at If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

What should I do if my product is damaged?

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong thing so we can evaluate the issue and find a solution.

How can I get a refund?

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take time for your bank or credit card company to process and post the refund.

Is there any cost for the return shipping fee?

Vertu Living doesn’t cover the return shipping fee for all products. Please ask us at for more information.


Does Vertu Living offer a Warranty?

Vertu Living proudly partnered with Mulberry to offer protection against all odds. Mulberry now protects your product. 

Vertu Living + Affirm

Is the Affirm payment plan available to everyone?

Currently, Affirm is unavailable for those outside of the United States. If you have specific questions about Affirm, please contact

Does Vertu Living charge a fee to use the Affirm payment plan?

Vertu Living will not charge a fee to use the Affirm payment plan. All terms and conditions of your Affirm payment plan, including any fees and/or interest, are determined directly between the pass holder and Affirm. If you have specific questions about Affirm, please contact

Will my order be fulfilled before I pay the Affirm payment plan balance?