VLT Labs support
Help Centre
Find clear answers about ordering, payment, shipping, returns and support. Choose a topic below to go directly to the relevant information.
Ordering & payment
Checkout, confirmation and changes to an order.
Which payment methods can I use?
The payment methods currently available for your order are shown securely during checkout.
Will I receive an order confirmation?
After a successful checkout, an order confirmation is sent to the email address entered with the order. Please also check your spam folder.
Can I change an order after checkout?
Contact support as soon as possible. Changes cannot be guaranteed once fulfilment has started.
Shipping
Delivery areas, costs, tracking and packaging.
Where do you ship and what does it cost?
Available delivery destinations, shipping costs and any restrictions are calculated and shown during checkout.
Will I receive tracking information?
Where the selected carrier supports tracking, the shipment reference is sent after dispatch.
How is an order packaged?
Orders are prepared using discreet outer packaging. Product and batch identification remains available on the enclosed items.
Returns & refunds
Damaged items, return eligibility and refunds.
What if my order arrives damaged or incorrect?
Keep the outer packaging and contact support promptly with your order number and clear photographs of the parcel and affected items.
Can I return or exchange an item?
Eligibility depends on the published terms and the condition of the product. Contact support before sending anything back so the request can be reviewed first.
How is an approved refund processed?
An approved refund is returned to the original payment method. The time before it appears can vary by payment provider.
Contact & support
The right details help us answer more quickly.
How can I contact VLT Labs?
Use the contact form for catalogue, order and batch-documentation questions. Your message is sent directly to the support team.
What should I include in my message?
Include your order number for an order question or the product and batch identifier for a documentation question.
Can support provide dosage or medical guidance?
No. VLT Labs support is limited to catalogue, order and documentation questions and cannot provide medical or dosage guidance.
Still need help?
Send us your question.
Include the relevant order or batch number so the team can help efficiently.