Order Queries

Order Queries

We process all orders as quickly as possible, and in most cases, the order will leave within 12 hours of it being placed. Otherwise, orders are despatched the next business day. Please note, if a payment method such as Paypal e-cheque has been chosen, there will be a delay in waiting for the cheque to clear.

If we have problems in processing your order, we will contact you by the email address supplied to us when you placed the order on our site. If you have not received any emails upon placing your order, (an order confirmation email and welcome email is always sent out) please check your junk or spam folder. If you still have no record of an email from us, please contact us immediately, as its possible the email address you used to register was mispelt and we are unable to contact you.

Cancelling / Modifying Orders

To cancel or modify an order after the order has been placed, please contact us immediately and quote your order number.
Although we will do our best to cancel or modify your order, our ability to do so depends on when the order was placed, therefore we cannot make any guarantees.

Lost Mail

Virtuascape is not liable for the loss of an item once it is lodged with a carrier, however..
If you’re waiting to receive your parcel and think it should have arrived by now:

  • Note that delivery times are from the time your parcel is despatched, not from the time you place your order. Also “business days” means Monday to Friday and doesn’t include public holidays. Delivery times are given as an indication only and may vary due to unforeseen circumstances.
  • If your order was delivered to your work, check with your colleagues and the mailroom as they may have collected the parcel on your behalf.
  • Check to make sure the delivery address you provided was correct by entering your order id or email address in the ‘Check My order’ field to the right of this page.

If you have done all of the above and still haven’t received your order, Contact us immediately with your order number and we’ll look into it for you. We rely on our carrier for delivery and are unable to offer any compensation for lost parcels, but will offer all reasonable assistance to locate any missing parcels.