FAQ

Effective Date: August 4, 2026

What kinds of gifts does VMESO offer?

VMESO carries a rotating range of gift items grouped by occasion. Depending on current stock and the time of year, the range may include:

Birthday and anniversary gifts, such as keepsakes and anniversary sets;
Housewarming gifts and new-home tokens;
Wedding favours and engagement keepsakes;
Graduation gifts and milestone mementos;
Seasonal items for year-end holidays, Valentine’s, Mother’s Day, and Father’s Day; and
Thank-you and just-because pieces.

In practical terms, this includes gift sets and bundles, keepsake boxes, scented candles, mugs and drinkware, photo frames, engraved and monogrammed pieces, stationery and journals, plush and soft items, and gift wrap and message cards. Materials, designs, package contents, and options may vary by item and season, so please check the product page for the most current details.

How do I choose a gift when I do not know the recipient’s taste?

This is the problem our store is built around. We organise items by occasion rather than by product type, because the occasion usually tells you more about the right gift than a category does. A housewarming gift should read as welcome, a thank-you token should read as sincere, and a milestone gift should feel earned.

If you are still unsure, our product pages list dimensions, materials, and package contents, and our support team is happy to suggest a few options once you tell us the occasion, the recipient, and your budget.

Can I add a message card to my order?

Yes. Many of our gifts can be sent with a message card so the recipient knows who the gift is from and why. You can add your message where the option is offered on the product page or during checkout.

Please keep in mind that a card is part of the gift and should be written carefully. If a message card is a personalised item, it is handled under the same rules as other personalised products. If you are unsure whether a particular order can include a card, ask us before checkout and we will confirm.

Will the parcel show the price I paid?

No. We do not place an invoice or a price sheet inside the parcel, so a gift shipped directly to a recipient will not reveal what you paid. The recipient will see the item, the packaging, and any message card you have included.

If you order several items and only some are gifts, please tell us in the order notes so we can handle the packaging appropriately.

Can I ship an order straight to the recipient?

Yes. At checkout you can enter the recipient’s address as the delivery address while keeping your own details for billing. This is the standard way to send a gift directly.

Please double-check the recipient’s name, street, unit number, city, state or province, and postal code before you submit the order. Once an order has entered processing or has been dispatched, we cannot guarantee that the address can be changed. If you are unsure how to complete the address fields for a gift order, contact us and we will help.

How long does order processing take?

Most in-stock orders are processed within 2–7 business days. Business days exclude weekends and public holidays.

Personalised, engraved, monogrammed, or made-to-order items may require additional preparation time where stated on the product page. Processing may also take longer during peak gifting periods, public holidays, inventory checks, or additional quality-control steps.

How long does delivery take?

Estimated transit times after dispatch are:

United States: 7–20 business days;
Canada: 10–30 business days; and
Mexico: 20–30 business days.

Processing time and transit time are separate. Including the standard 2–7 business day processing period, approximate total delivery times are:

United States: 9–27 business days;
Canada: 12–37 business days; and
Mexico: 22–37 business days.

These estimates are not guarantees. Customs processing, carrier disruption, severe weather, public holidays, remote destinations, and other circumstances outside our reasonable control may cause delays.

How much does shipping cost?

Orders of US$50 or more qualify for free standard shipping.

For orders below US$50, standard shipping charges are:

United States: US$7.00;
Canada: US$8.00; and
Mexico: US$12.00.

The applicable charge is displayed at checkout before payment is completed.

How can I track my order?

After your order is dispatched, we will send available tracking information to the email address provided at checkout. You may also sign in to your account and review the order section for available updates.

Why has my tracking information not updated?

Tracking activity may take several business days to appear after dispatch. Updates may also pause while a parcel moves between carrier facilities, undergoes customs processing, or transfers to a local delivery provider.

If tracking has not changed for an extended period, contact us with your order number and tracking information. We will review the available information and, where appropriate, request an investigation with the carrier.

Will all items arrive in one parcel?

Items from the same order may be shipped in separate parcels depending on availability, fulfilment arrangements, and delivery requirements.

If this happens, you may receive more than one tracking number, and the parcels may arrive on different dates.

What should I do if tracking shows delivered but I cannot find the parcel?

Please first:

Check the doorstep, mailbox, reception area, parcel locker, and other safe delivery spots;
Ask household members, neighbours, or building management;
Check for a carrier delivery notice; and
Contact the carrier using the tracking number.

If the parcel still cannot be located, contact us with your order number. We will review the available information and help initiate an appropriate investigation.

Can I change or cancel my order?

If you need to correct an address, change a gift selection, adjust a personalisation, or request a cancellation, contact us as soon as possible at service@vmeso.com.

Please include your order number and clearly describe the requested change. We will make reasonable efforts to help you. However, once an order has entered processing, production, or shipment, we cannot guarantee that it can be changed or canceled.

Can I return a gift?

You may request a return for an eligible product within 30 days after delivery.

Please contact us before sending anything back. If your request is approved, we will provide the applicable return address and instructions by email. Products sent without prior authorization or to an incorrect address may be refused, delayed, lost, or returned to the sender. Complete conditions are set out in our Returns and Cancellation Policy.

Can personalised, engraved, or monogrammed items be returned?

Personalised, engraved, monogrammed, and otherwise made-to-order items are generally not eligible for a change-of-heart return. This reflects the nature of such items and is consistent with ordinary industry practice, because a name or design made for one person cannot reasonably be offered to the next customer.

This restriction does not affect your rights where an item arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed. In those cases, contact us and we will make it right.

What should the recipient do if they want to return a gift?

A recipient may request a return within the same 30 day period. Because the recipient may not have paid for the order, we may ask for the order number or a gift reference so we can locate it.

Please ask the recipient to contact us before sending anything back, so we can provide the correct return address and instructions. Return eligibility and any refund conditions are the same as for the original customer.

Who pays for return shipping?

For an approved change-of-heart return, the customer is responsible for return shipping costs.

If a product is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfilment partner’s error, we will cover the authorized replacement or return shipping costs.

VMESO does not charge a restocking fee.

How do exchanges work?

Exchanges are subject to product availability.

For an ordinary change-of-heart exchange, the original product must normally be returned and inspected before a replacement is processed. The customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, defective, incorrect, or incomplete product, we will provide an appropriate remedy and cover authorized exchange-related shipping costs. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

What if my item arrives damaged, defective, incorrect, or incomplete?

Your order number;
A clear description of the issue;
Photographs or a short video showing the product and the problem;
Photographs of the shipping label and outer packaging where relevant; and
Confirmation of your delivery address.

After reviewing the information, we will provide an appropriate solution. Depending on the circumstances and availability, this may include sending a missing piece, providing a replacement, arranging an exchange, or issuing a refund for the affected product.

If the problem is confirmed to have resulted from our error or our fulfilment partner’s error, we will cover authorized replacement or return shipping costs.

What will an approved refund cover?

An approved refund covers the purchase price actually paid for the eligible returned product, after any discounts applied to the order.

Original shipping charges are refunded only where the return results from our confirmed error or where applicable law requires otherwise. Original shipping charges are not refunded for a change-of-heart return.

Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by VMESO.

Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional processing time.

Will I have to pay customs duties or import taxes?

Orders shipped to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, customs authority, or carrier.

Unless expressly stated as included at checkout, these charges are the recipient’s responsibility. We cannot declare a commercial order as a gift or provide inaccurate customs information.

What happens if I enter an incorrect address or do not collect my parcel?

Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed after processing or shipment begins.

If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:

Refund eligibility will be assessed after the parcel is returned and inspected;
Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law; and
If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.

Where should I send a return?

Do not send products to our registered business address or to an address printed on the original parcel unless our customer service team specifically instructs you to do so.

The appropriate return location may vary depending on the product, order, and customer location. If your return request is approved, we will provide the applicable return address and instructions by email.

How can I contact VMESO?

You can contact our customer service team at service@vmeso.com.

Store Website: vmeso.com

When contacting us about an existing order, please include your order number and the email address used during checkout.

VMESO is operated by Hainan Yanxun Trading Co., Ltd., which is responsible for the operation of the online store vmeso.com, order processing, customer service, and related ecommerce activities.