FAQ

What are the delivery options?

We deliver only in the Nicosia town from Monday to Saturday (10:00-17:00).

We’ll try our best for home delivery within 3 working days but is always subject to stock, courier availability and courier area.

We’re unable to deliver on Public holidays, nor can we guarantee specific delivery times.

Will I get confirmation of my order?

Once you have placed your order you’ll see an order confirmation screen detailing what you bought, how much it cost and your delivery options. At the same time, you will also be sent a confirmation by email restating your purchase details for your records.

What payment options are accepted?

Credit card: you can pay by credit card through our website or over the phone

Is the product picture on your website exactly the same as item that I will receive?

We make every effort to provide our customers with products that look the same as the images displayed on our website page. However please keep in mind that photographs have a difficult time showing exact colours and that the actual colour of a product may vary slightly from what is shown in our website images. We work hard to update our website descriptions and images as soon as we aware of noticeable variations in our products that customers may find unacceptable.

Can I collect myVLM loyalty points for online purchases?

Yes, If you are a myVLM member, the points you have collected from your online purchases will be added to your account.

The points can be redeemed only at the stores. 

Please ensure you will add your mobile number on your account details when you are making an online order.   

What is your returns and refunds policy?

You can return your items purchased online within 35 days of receipt of your order for a full refund (excluding delivery cost) to the original payment method used, however you will be responsible for the postage cost (via ACS Courier €5,50) of the return of the goods to us.

You must ensure the items with the filled returns form are received by us within 35 days of receipt of your order, otherwise your refund may be refused. You may also send the returns form at: [email protected].

Alternatively, you can return your items for free at M&S stores in Nicosia.

Important information:

• Only products that are in a saleable condition in their original packaging and with their tags in place can be returned.
• Our returns policy does not affect your legal or statutory rights in any way, e.g. your right to return items which are faulty or not as described.
• We may change our returns policy from time to time.

It’s in our customer’s best interests that Food products cannot be returned for hygiene reasons

How and When will I receive a refund?

We aim to process all refunds as quickly as possible. Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item which we have received back.

If you are due a refund, we will refund the money to the same method used to pay for your purchase.

The refund process time includes the time it takes for us to receive your item(s) back, process them with all the necessary checks as well as your bank’s processing time.

I have a faulty item. How do I return it?

We are sorry to hear that your item is faulty!

To return an item(s) firstly complete the return form and return it with the item(s) via ACS courier.

We will reimburse you the return postage cost once the item(s) has been confirmed as faulty/damaged.