Contact information

Contact Policy

Last updated: 07/18/26

At Vequri, we aim to make it easy for customers to contact us about orders, products, returns, privacy, or other concerns.

How to contact us

Response times

We normally respond within 1–2 business days. Messages received outside our support hours, on public holidays, or during busy periods may take longer.

To help us assist you, include your name, order number, and a clear description of your question. Please do not send payment-card details or passwords.

Order communications

When you place an order, we may contact you using the details provided at checkout regarding:

  • Order confirmations and receipts
  • Payment or address issues
  • Shipping and delivery updates
  • Returns, refunds, or cancellations
  • Product recalls, safety notices, or other important service messages

These transactional communications are necessary to process and support your order and are separate from marketing messages.

Marketing communications

We send promotional emails or SMS messages only where permitted and based on the preferences or consent you provide. Marketing messages may include product updates, offers, and store news.

You can withdraw your consent at any time by:

  • Selecting the Unsubscribe link in a marketing email
  • Following the opt-out instructions in an SMS
  • Contacting us at support@vequri.com

Opting out of marketing will not stop essential communications about an active order or customer-service request. Shopify recommends obtaining customers’ consent before using their contact information for marketing. Its settings also support email and SMS preferences and double opt-in.

Customer-service records

We may retain messages and related information to respond to requests, resolve disputes, prevent fraud, improve our service, and meet legal obligations. Please see our Privacy Policy for information about how we collect, use, store, and share personal information.

Respectful communication

We are committed to communicating professionally and respectfully. We may restrict or end communications that contain threats, harassment, discrimination, abusive language, spam, or unlawful content.

Complaints

If you are dissatisfied with our response, email complaints@vequri.com with the subject line “Formal Complaint.” Include your order number, a description of the issue, and your preferred resolution. We aim to acknowledge complaints within 1-2 business days.

Changes to this policy

We may update this Contact Policy periodically. The latest version will be posted on this page with its revised effective date.