Vova tracking

What is Vova?

Vova is an online commerce platform that experienced rapid growth in the cross-border e-commerce sector before ceasing operations. Founded in 2018 and initially based in Hong Kong, this marketplace positioned itself as an accessible alternative to Chinese e-commerce giants, offering millions of items at particularly attractive prices. The company targeted a global customer base seeking bargains, with a catalog covering fashion, electronics, beauty, accessories and home decoration.

The Vova platform operated according to the marketplace model, connecting sellers, primarily Chinese, with consumers worldwide. This positioning was similar to competitors like Wish or AliExpress, with a strategy focused on low prices and a simplified shopping experience via its website and mobile application. Vova quickly attracted millions of users through its promise of quality products at low prices accessible anywhere in the world.

• Launch date: March 2018, with an official launch of the mobile and web platform
• Operator: Suzhou Lebei Network Technology Co., Ltd., a Chinese company specializing in cross-border e-commerce
• Headquarters: London (United Kingdom) at 207 Regent Street, with offices also in Hong Kong and China
• Global coverage: More than 200 countries and territories served worldwide
• Supported languages: More than 20 languages including English, German, Spanish, Italian and Russian
• Accepted currencies: More than 35 international currencies to facilitate local purchases

Vova's history remains surrounded by some mystery. The company never revealed the identity of its founders or main investors. According to certain industry sources, links may have existed with Pinduoduo, the Chinese e-commerce giant, although this affiliation was always officially denied. Pinduoduo's co-founder and former chief technology officer, Chen Lei, was reportedly briefly an investor in Suzhou Lebei before withdrawing in June 2018, fueling speculation about connections between the two companies.

It is important to note that Vova ceased operations since the end of 2021. The website and mobile application are no longer accessible, and the company no longer responds to customer requests. This sudden closure left many consumers without recourse for undelivered orders or pending refunds. The information presented in this sheet describes the historical operation of the platform and may be useful for understanding the context of old orders or for comparative references.

Which countries did Vova deliver to?

Before its closure, Vova had established itself as a truly global platform, capable of shipping products to more than 200 countries and territories. This exceptional geographic coverage was one of the company's main commercial arguments, allowing consumers from around the world to access low-priced products directly from Asian manufacturers and wholesalers.

Vova's international expansion strategy relied on a diversified logistics network and partnerships with numerous local and international carriers. The company had particularly well penetrated European and Middle Eastern markets, where it represented a credible alternative to Wish for consumers seeking affordable products. Vova's main markets included developed countries with reliable postal infrastructures.

• Europe: France, Germany, United Kingdom, Spain, Italy, Netherlands, Belgium, Switzerland, Austria, Portugal, Poland, Czech Republic, Sweden, Norway, Denmark, Finland and many other European countries
• North America: United States and Canada, two major markets for the platform with significant shipping volumes
• South America: Brazil, Argentina, Mexico, Chile, Colombia and most Latin American countries
• Asia-Pacific: Australia, New Zealand, Japan, South Korea, as well as many Southeast Asian countries
• Middle East: United Arab Emirates, Saudi Arabia, Israel, Turkey and other countries in the region
• Africa: South Africa, Morocco, Egypt and several other African destinations

To ensure this global coverage, Vova relied on the international postal system and agreements of the Universal Postal Union. Packages shipped from China were routed through Chinese postal services to international exchange offices, then transferred to the national postal services of each destination country for final delivery. This system made it possible to offer reduced or even free shipping to most destinations.

Despite this extended coverage, certain geographic restrictions applied. Remote areas, conflict regions or subject to international sanctions, as well as certain isolated island territories could be excluded from available destinations or subject to considerably extended delivery times. Furthermore, customs regulations in certain countries could limit the types of products that could be shipped to these destinations.

Which carriers did Vova use?

To ensure the routing of millions of packages around the world, Vova had developed a complex logistics network involving many carriers and specialized service providers. The choice of carrier depended on several factors: the country from which the seller shipped, the delivery method selected by the buyer, the final destination and the characteristics of the package. This diversity allowed the platform to optimize costs and delivery times for each situation.

The majority of products sold on Vova came from China, which explains the predominance of Chinese carriers in the logistics chain. Once the package arrived in the destination country, the relay was generally provided by the national postal service or a local carrier for last-mile delivery. Vova also offered its own tracking service, called Vova Post, which centralized tracking information from different carriers.

• China Post and ePacket: The Chinese postal service formed the backbone of Vova's logistics network for economical shipments. The ePacket service, developed specifically for cross-border e-commerce, enabled faster deliveries to many destinations with improved tracking. These services offered good value for light packages.
• Yanwen Logistics: This Chinese logistics provider specializing in international shipments from Asia handled a significant share of Vova shipments. Yanwen offers services tailored to e-commerce needs with intermediate timeframes between standard and express mail. Yanwen tracking numbers typically begin with easily identifiable specific codes.
• Chukou1 (CK1): Another major player in cross-border e-commerce logistics, Chukou1 handled shipments to many destinations. This provider offers optimized solutions for small package shipments to Europe and North America with competitive delivery times.
• SF Express: One of China's largest express carriers, SF Express offered premium services for customers wanting shorter delivery times. Recognized for its reliability and quality tracking, SF Express was favored for express shipments and higher-value products.
• 4PX: This logistics provider specializing in cross-border e-commerce also handled significant volumes for Vova. 4PX offers integrated solutions including warehousing, packaging and international shipping with an extensive network of local partners.
• SunYou (SyPost): Another Chinese carrier in the Vova network, SunYou offered economical international shipping services. This provider stood out for its competitive rates on certain routes.

For express deliveries, Vova also used major international carriers such as DHL, UPS, FedEx or TNT. These premium services guaranteed shortened delivery times and accurate real-time tracking, but at a higher cost. In the United States, packages were often handed over to USPS for final distribution, while in Europe, partners such as GEODIS or national postal services ensured the last mile.

Vova's package numbering system varied depending on the carrier used. For shipments via Vova Post, the tracking number typically included 13 to 14 alphanumeric characters beginning with "VO", for example VO123456789CN or VO123456789ED. Other carriers used their own tracking number formats, which Vova communicated to customers via the order interface.

What were Vova delivery timeframes?

Delivery timeframes were an important consideration when making purchases on Vova. As with most e-commerce platforms offering products shipped from Asia, delivery times were generally longer than for orders placed on local sites. Vova offered different delivery options to meet the different needs of consumers, from economical shipments to express services.

Several factors influenced delivery timeframes: the final destination, the selected carrier, customs procedures in the destination country, weather conditions, peak activity periods such as year-end holidays or Chinese New Year, and airport security checks. It was therefore recommended to take these variables into account and order in advance for important purchases.

• Standard delivery: The default option for most orders, standard delivery relied on economical postal services and cost-optimized carriers. The average delivery time ranged from 15 to 53 business days depending on the destination country. This option was generally free, with shipping costs included in the product price.
• Express delivery: For customers wanting to receive their packages faster, Vova offered an express option using recognized international carriers. The average timeframe was estimated between 5 and 32 business days depending on the destination. This option became free for orders of 4 or more items as part of regular promotions.
• Expedited delivery: For the most urgent shipments, a premium expedited option allowed further reducing timeframes in the best cases. Through specialized logistics partners and priority routes, packages could arrive in just a few days under optimal conditions.

In practice, most Vova orders shipped to Europe or North America required between 15 and 30 days to arrive at their destination. Deliveries to Asia were generally faster due to geographic proximity to shipping warehouses. Order processing typically took 3 to 5 days before actual shipment, with this timeframe potentially extending during peak activity periods.

Tracking status updates could take time, particularly during international transit or customs clearance phases. It was not uncommon to see no updates for several days, or even one to two weeks, when the package was in air or sea transport. Once the package was handled by the local postal service in the destination country, updates generally became more frequent until final delivery.

What were Vova shipping costs?

One of Vova's main commercial arguments lay in its free worldwide shipping policy. Unlike many platforms that charged sometimes high shipping fees for international orders, Vova generally included shipping costs in the displayed product price. This strategy made the shopping experience simpler and more transparent for consumers, who knew the total cost of their order before validating their cart.

Vova's business model relied on large shipping volumes, which allowed it to negotiate preferred rates with partner carriers. Sellers on the platform had to incorporate logistics costs into their pricing structure, which explained prices that were sometimes slightly higher than those practiced on other marketplaces where shipping was charged separately.

• Free standard shipping: Standard shipping was offered at no additional cost for the vast majority of products and destinations. This option was the default choice when validating orders and allowed purchases to be received at no extra cost, even for shipments to distant destinations.
• Express shipping with surcharge: For customers in a hurry, the express option was available for an additional variable cost depending on package weight and destination. The amount of this surcharge was clearly displayed when selecting the shipping method at checkout.
• Conditional free express shipping: Vova regularly offered promotions allowing customers to benefit from express shipping at no additional cost. The main condition was to order at least 4 different items participating in the offer. These offers encouraged customers to increase their average basket while enjoying faster shipping.
• Express discounts: Outside periods of complete free shipping, a 30% reduction on express shipping costs was frequently offered for multi-item orders, making this option more accessible.

Regarding any additional fees, Vova indicated that the price paid at order was generally final. However, international packages could be subject to customs duties, import taxes or VAT fees depending on the destination country's regulations. These fees, when applicable, were the responsibility of the recipient and could be claimed at delivery or when picking up the package.

In the European Union, new regulations that came into effect in July 2021 regarding VAT on low-value imports impacted purchases on platforms like Vova. Packages valued under 150 euros, previously often exempt from VAT, are now taxed from the first euro. These regulatory changes likely contributed to the difficulties encountered by several Chinese marketplaces during this period.

What were Vova delivery options?

Vova offered its customers different options for receiving their orders, although the choice remained more limited than on certain local platforms with developed distribution infrastructures in each country. The direct shipping model from China imposed certain constraints that influenced the delivery terms available to buyers.

Home delivery was the main method for receiving Vova orders. Packages were routed to the address indicated by the customer at order time, with delivery to the recipient or deposited in the mailbox depending on package size and the practices of the local carrier. For packages requiring a signature or too large for the mailbox, a hand-to-hand delivery attempt was made.

• Standard home delivery: The default option consisted of delivery directly to the customer's postal address. The package was routed by the national postal service or a local partner carrier, with delivery to the mailbox for small shipments or hand-to-hand delivery attempt for larger packages.
• Delivery via the local postal network: Once arriving in the destination country, most Vova packages were entrusted to the national postal service for final distribution. In France, La Poste ensured the last mile, in the United States it was USPS, in Canada it was Canada Post, and so on for each country.
• Deposit at post office: In case of absence when delivery was attempted or for packages requiring a signature, the package could be deposited at the nearest post office. A delivery notice would then inform the customer that they could pick up their package with an ID.
• Tracking notifications: Customers could track their packages via the Vova interface or carrier tracking websites. Email notifications or mobile app alerts informed of the main delivery stages, from shipment to final delivery.

It should be noted that Vova did not directly offer pickup point or click-and-collect delivery options, unlike certain platforms with local infrastructures. Since products were shipped from abroad, the logistics model did not easily allow integration of these services. However, depending on the practices of the local carrier in charge of final delivery, a package could sometimes be deposited at a pickup point if the recipient was absent, in accordance with this carrier's standard procedures.

Delivery rescheduling was generally not possible via the Vova interface itself, but could in some cases be arranged directly with the local carrier once the package arrived in the destination country. Available options then depended on the services offered by the final delivery provider.

What should I do if my Vova order was lost or damaged?

Dispute management was a sensitive issue for Vova users, especially since extended delivery times and geographic distance complicated tracking and problem resolution. The platform had put in place complaint and refund procedures, although customer feedback on their effectiveness was highly variable.

If a package was not received within the announced timeframes, an item arrived damaged, or a product did not match the description, customers could initiate a refund request via their Vova account. The procedure generally involved providing evidence (photos of the defective item, tracking screenshot, etc.) and communicating with customer service or directly with the seller involved.

• Complaint deadline: Vova applied a 30-day refund policy from delivery or the estimated delivery date. After this deadline, requests became more difficult to have approved. Customers also had 7 days to contest a refund denial decision and submit a new request.
• Required evidence: For any claim, it was requested to provide photos of the received item, particularly if the product was damaged or non-compliant. The tracking number and order number were essential to initiate the procedure. In case of non-delivery, screenshots of the tracking status could be requested.
• Complaint procedure: Customers had to access their order history, select the affected order and click the refund or complaint request button. A form allowed describing the problem and attaching evidence. The support team or seller then evaluated the request.
• Customer service contact: If there were difficulties with the standard procedure, customers could contact Vova support by email at [email protected]. A phone number based in Hong Kong (+852 8192 4598) was also available, although feedback on its accessibility was mixed.

If a refund was refused by the seller, Vova allowed filing a complaint with the platform's support team for a review of the case. The user could contest the decision by clicking the dedicated button and providing additional information. This appeal procedure aimed to arbitrate disputes between buyers and sellers.

Unfortunately, many users reported significant difficulties obtaining refunds, with long processing delays and customer service that was sometimes slow to respond. Following the platform's closure at the end of 2021, customers with pending orders or unprocessed refunds found themselves without recourse against Vova. The recommendation for these situations is to contact the payment institution used (bank, PayPal) to attempt a chargeback.

How to contact Vova?

Before Vova ceased operations, several contact channels were available to customers seeking help or information. The platform offered customer service accessible through various means, although the quality and responsiveness of this support were the subject of many user criticisms. Response times could be long and proposed solutions not always satisfactory.

It is important to emphasize that since Vova's closure at the end of 2021, these contact channels are no longer operational. The company no longer responds to solicitations and there is currently no way to reach customer service. The information below is provided for historical reference and for use in proceedings with third parties such as banks or PayPal.

• Email: Vova customer support was reachable by email at [email protected] or [email protected]. This channel was recommended for complaints requiring the sending of attachments such as photos. Response times varied from a few days to several weeks depending on the period.
• Phone: A phone number was available to contact Vova: +852 8192 4598 (Hong Kong). However, this phone service was little used and feedback on its effectiveness was limited.
• Online help center: The Vova website's FAQ section answered the most common questions about orders, delivery, payments and returns. This knowledge base allowed finding answers without contacting support, even if it did not cover all particular cases.
• Integrated chat: The Vova mobile application integrated a messaging feature allowing communication with support or directly with sellers. This chat was useful for simple questions or tracking current orders.
• Postal address: Vova's headquarters was located at Third Floor, 207 Regent Street, London, W1B 3HH, United Kingdom. This address could be used for official correspondence or notices of demand, although the effectiveness of this channel for common complaints was limited.

Social media sometimes provided an alternative way to get a faster response, with some companies being more responsive on these public channels. Vova had accounts on several social platforms, even if their activity and customer service responsiveness were not guaranteed.

For customers with unresolved disputes following Vova's closure, several options can be considered. Payments made via PayPal benefit from buyer protection, allowing a refund request up to 180 days after the transaction. For credit card payments, a chargeback procedure can be initiated with the issuing institution, generally within a limited time after purchase.

Understanding tracking statuses

When tracking a Vova package online, different statuses may appear depending on the progress of the shipment through the logistics chain. These messages, sometimes technical or translated from English, can be confusing. The table below lists the main Vova tracking statuses and their meaning to help you understand where your package is: