VCare is an order support solution that provides our customers with fast and efficient resolutions for any concerns they may have with their orders. Whether it's damage, loss, or stolen items, customers can now send their concerns directly to Village
VCare Shipping Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit.. We know how frustrating it is to have something happen to your order, so we’ve begun
If your VCare-protected order ends up lost, damaged, or stolen, Village Craft & Candle's support team will assist you to have your order replaced or refunded, as preferred. Claims are subject to approval. Need to file a claim? Reach out to us here.
Refunds: When refunding an item, VCC covers the subtotal, and taxes. In both cases, the VCare Premium cost will not be refunded. Reorders: VCC will reorder the items, depending on in-stock availability. Unavailable items will be refunded. VCC will co
Marked As Delivered (Stolen). Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. Stuck In Transit (Lost). Claims will be reviewed no earlier than 2 calendar days and no later
Packages are considered "Lost" when there has not been a scan or update by the shipping carrier for more than 5 business days. At this time, we will escalate the concern to the carrier to determine if the items can be located. Should the carrier conf
VCare covers damage as well! To protect your order against damage that occurred during shipping, add VCare Shipping Protection at checkout. If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to in
If you opted-in for VCare Shipping Protection at checkout, your order should include VCare as a line item in your order summary. Simply reach out to us here to get your claim started with our support agents.
VCare's terms and conditions are subject to Village Craft & Candle's standard Returns and Exchanges policy. With VCare, orders will be offered an option to refund, or replace, any items deemed physically damaged, or lost in transit. Please note that
Without VCare coverage on your order, situations in which items are received damaged in transit will be resolved with store credit for the value of what is received damaged. As an example, if 3x vessels are received damaged in a case of 12x, store cr