FAQ
Frequently Asked Questions (FAQ)
Last Updated: August 21, 2026
Welcome to Voretime.
Below you will find answers to frequently asked questions about ordering, payments, shipping, tracking, returns, refunds, cancellations, and customer support.
If you cannot find the answer you need, please contact us at support@voretime.com.
1. Who operates Voretime?
Voretime is operated by:
LILA LUXURY COMPANY PTE. LTD.
UEN / Company Registration Number:
202110086W
Registered Office:
68 Circular Road
#02-01
Singapore 049422
Customer Support Email:
support@voretime.com
Country of Registration:
Singapore
2. How do I place an order?
To place an order:
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Browse our products and select the item you wish to purchase.
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Choose the applicable product options, if available.
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Add the product to your cart.
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Review your cart and proceed to checkout.
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Enter your contact, shipping, and billing information.
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Select an available shipping and payment method.
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Review your order details carefully.
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Complete your purchase.
After your order has been successfully submitted, you should receive an order confirmation at the email address provided during checkout.
3. How long does it take to process my order?
Our standard order processing time is:
1–3 business days
Processing may include payment verification, order verification, quality checks, packaging, and preparation for shipment.
Business days generally mean Monday through Friday, excluding applicable public holidays.
Orders placed on weekends or public holidays will generally begin processing on the next business day.
4. How long does shipping take?
After your order has been processed and dispatched, our estimated shipping/transit time is:
6–12 business days
Shipping times are estimates and may vary depending on the destination, carrier operations, customs processing, weather, public holidays, or other circumstances outside our reasonable control.
5. How long will it take to receive my order?
Our standard estimated total delivery timeframe is:
Processing Time: 1–3 business days
Shipping / Transit Time: 6–12 business days
Total Estimated Delivery Time: 7–15 business days
Please note that these are estimated business-day timeframes rather than guaranteed delivery dates.
6. Do you provide tracking information?
Yes. Tracking information will be provided when available after your order has been dispatched.
You may receive a shipping confirmation containing your tracking number and applicable carrier information.
Please allow reasonable time for the carrier's tracking system to update after receiving your tracking number.
7. Why is my tracking number not updating?
Tracking information may take some time to appear after a shipment has been dispatched.
It is also possible for a shipment to move between carrier facilities without receiving an immediate tracking update.
If your tracking information has not updated for an unusual period, please contact us at:
Please include your order number and tracking number, if available.
8. What should I do if my order is delayed?
Occasional delivery delays may occur due to carrier disruptions, customs processing, weather, public holidays, high shipping volumes, or other circumstances outside our reasonable control.
If your order has exceeded the expected delivery timeframe or tracking has not updated for an unusual period, please contact:
Please include your order number and the email address used to place the order.
We will review the available shipment information and assist you accordingly.
9. What if my package is marked as delivered but I cannot find it?
If your tracking information shows that your package has been delivered but you cannot locate it, we recommend that you:
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Check the delivery location and surrounding area;
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Check with members of your household;
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Check with neighbors or building management where appropriate; and
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Review any delivery notes provided by the carrier.
If you still cannot locate the package, contact support@voretime.com with your order number and tracking information.
We will assist you in reviewing the available delivery information.
10. Can I change my shipping address?
If you notice an error in your shipping address after placing an order, contact us as soon as possible at:
We will make reasonable efforts to update the address before the order enters fulfillment or is shipped.
However, we cannot guarantee that an address can be changed after an order has already been processed or dispatched.
Customers are responsible for providing complete and accurate shipping information during checkout.
11. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate your request before the order enters fulfillment or is shipped.
Once an order has already been processed or dispatched, cancellation or modification may no longer be possible.
If the order has already shipped, you may request an eligible return after delivery in accordance with our Return & Refund Policy.
12. What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location, currency, device, and the payment services currently available through our store.
For the most accurate and current information, please refer to the payment options shown at checkout.
We do not recommend sending payment information, complete card numbers, or other sensitive financial information by email.
13. Is my payment information secure?
Payments may be processed through Shopify and/or authorized third-party payment service providers.
Payment information is handled according to the security and privacy practices of the applicable payment provider.
We generally do not directly store complete payment card numbers when payment information is processed by an authorized third-party payment processor.
For additional information regarding personal information, please review our Privacy Policy.
14. Why was my payment declined?
Payments may be declined for various reasons, including:
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Incorrect card or billing information;
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Insufficient funds;
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Security restrictions;
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Bank or card issuer restrictions;
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Payment authorization failure; or
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Fraud prevention checks.
If your payment is declined, please verify the information entered during checkout or contact your bank or payment provider for additional information.
15. Do you accept returns?
Yes.
Eligible products may be returned within:
30 days from the date of delivery.
Returned products must meet the eligibility requirements described in our Return & Refund Policy.
Generally, eligible products must be unused, unworn, and returned in their original condition with applicable original packaging, accessories, and components.
16. How do I request a return?
To request a return, please contact:
Please include:
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Your order number;
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The email address used to place the order;
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The product you wish to return;
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The reason for the return; and
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Photos or videos where applicable.
Once your request has been reviewed and approved, we will provide the appropriate return instructions.
Please do not send a return before receiving return instructions from us.
17. Where should I send my return?
Please contact support@voretime.com before sending any product back.
Once your return request has been approved, we will provide the appropriate return address and instructions.
Do not automatically send returns to our registered corporate office unless our customer support team specifically instructs you to do so.
The applicable return location may differ from our registered corporate office.
18. Who pays for return shipping?
If an eligible return is required because the product is damaged, defective, or incorrect, LILA LUXURY COMPANY PTE. LTD. will cover the applicable return shipping cost after the issue has been verified and the return approved.
For eligible change-of-mind returns, the customer is generally responsible for return shipping costs, unless otherwise required by applicable law.
Please review our Return & Refund Policy for complete details.
19. What if I receive a damaged, defective, or incorrect product?
Please inspect your order after delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact:
Please provide:
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Your order number;
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A description of the issue; and
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Clear photographs or videos where appropriate.
We will review the issue and provide an appropriate solution, which may include a replacement or refund where applicable.
20. How long does it take to receive a refund?
Once we receive and inspect an eligible returned product, we will notify you regarding the status of your refund.
If approved, refunds are generally initiated by us within:
5–10 business days after the returned item has been received and inspected.
The refund will be issued to the original payment method used for the order.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
21. Can my refund be sent to a different payment method?
Generally, approved refunds are returned to the original payment method used for the purchase.
If you experience an issue with the original payment method, please contact support@voretime.com for assistance.
22. What should I do if I have not received my refund?
If we have confirmed that your refund has been issued but it has not yet appeared:
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Check your bank or payment account again.
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Contact your card issuer, bank, or payment provider because processing times may vary.
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If you still cannot locate the refund, contact us at support@voretime.com.
We will assist you in reviewing the refund status.
23. Are shipping charges refundable?
For change-of-mind returns, original shipping charges, if any, are generally non-refundable.
If the return results from our error or an eligible damaged, defective, or incorrect product, applicable original shipping charges may be refunded where appropriate.
Please refer to our Return & Refund Policy for complete details.
24. Are customs duties or import taxes included?
International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country or local authorities.
Where these charges are not already collected during checkout, they may be the responsibility of the recipient unless otherwise stated or required by applicable law.
Please review our Shipping Policy for further information.
25. How can I contact customer support?
For questions regarding products, orders, shipping, tracking, returns, refunds, payments, or other customer service matters, please contact:
For existing orders, please include your order number and the email address used to place the order so that we can assist you efficiently.
26. Where can I find your store policies?
Our website provides access to important customer information and policies, including:
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Shipping Policy;
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Return & Refund Policy;
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Privacy Policy;
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Terms of Service;
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Your Privacy Choices;
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Contact Information; and
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Legal Notice.
We encourage customers to review the applicable policies before completing a purchase.
27. Company Information
Store Name:
Voretime
Operated By:
LILA LUXURY COMPANY PTE. LTD.
UEN / Company Registration Number:
202110086W
Registered Office:
68 Circular Road
#02-01
Singapore 049422
Customer Support Email:
support@voretime.com
Country of Registration:
Singapore
Please note that the registered corporate office is not necessarily the address for product returns. Please contact us before returning any product.