Shipping and Returns
🚚 Shipping
EU Orders
We offer free shipping on all orders within the European Union.
International Orders
Shipping costs for orders outside the EU will be calculated and shown at checkout.
📦 Please note: Vortello does not cover any customs duties, taxes, or additional import charges incurred upon delivery. These charges are the responsibility of the recipient.
🔁 Returns & Exchanges
We want you to be fully satisfied with your purchase. If something isn’t right, you have 30 days from the delivery date to request a return or exchange.
Return Eligibility
To qualify for a return, items must be:
✅ In the same condition in which you received them
✅ Unworn and unused
✅ With original tags attached
✅ In the original packaging
✅ Accompanied by a receipt or proof of purchase
How to Start a Return or Exchange
📧 Please email us at info@vortello.cc to begin the process. Once your return is approved, we’ll provide you with instructions and a return shipping label (depending on your region).
⚠️ Do not send any items back without first contacting us. Unannounced returns will not be accepted.
🌍 Region-Specific Policies
For Customers Within the EU
✅ Free returns within 30 days
📩 Vortello provides the return shipping label
💶 Refunds or exchanges are processed once the item is received or once you provide a valid tracking link
For Customers Outside the EU
🚫 Return shipping costs are the customer’s responsibility
🔄 For exchanges, you only pay for the return — we’ll ship the replacement jersey free of charge
📬 Refunds or exchanges are processed once the returned item arrives or a valid tracking link is provided
💸 All customs duties, taxes, or other fees incurred when receiving or returning a package are the responsibility of the customer
📦 IMPORTANT: When returning an item from outside the EU, please clearly mark the shipment as a "Returned Goods – No Commercial Value" on the customs declaration.
This helps ensure that Vortello does not incur import duties on the returned item.
We will not accept returns where import duties or taxes are charged to us.
🧾 Damages & Issues
🕵️ Please inspect your item upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at info@vortello.cc so we can make it right.
💳 Refunds
Once your return is received and inspected (or once you send us a valid tracking link), we’ll confirm whether your refund is approved. If approved, we’ll issue your refund to your original payment method.
⏳ Please note it may take a few business days for your bank or credit card provider to process the refund.
🔄 Exchanges
The fastest way to get the item you want is to return the one you have and place a new order.
However, we also offer direct exchanges: once your return is received or a tracking link is provided, we’ll ship the replacement jersey.
📬 Questions?
Feel free to reach out anytime at info@vortello.cc – we're happy to help.