- What is your return policy?
We offer a 10-day return policy. If you are not completely satisfied with your purchase, you can return the item within 10 days of receipt and receive a full refund. Please ensure the item is unused and in its original packaging. For more details, please see our refund and return policy.
- How do I initiate a return?
To initiate a return, please contact our customer service email support@vielane.online and provide your order number and reason for return. We will provide you with a Return Authorization (RMA) number and return instructions.
- How long will it take to process my refund?
Please allow us up to 7 business days to process your refund after receiving your returned item. The refund will be returned to your original payment method.
- Do I need to pay for return shipping?
Yes, unless the return is due to our error (e.g., sending the wrong item), return shipping costs are borne by the customer.
- Can I exchange instead of return?
We do not offer exchange services. If you wish to exchange an item, please return the original item for a refund and then reorder the replacement.
- What if my item is damaged or defective?
If you receive a damaged or defective item, please contact us immediately at support@vielane.online with your order number and a description of the problem. We will work with you to resolve the issue, which may include a return or exchange.
- Do you offer international shipping?
Yes, we offer international shipping. Shipping costs and delivery times vary depending on the destination. Additional customs duties may apply depending on your country’s regulations.
- How can I track my order?
Once your order has shipped, you will receive a confirmation email containing a tracking number. You can use this number to track your order on our website or the carrier’s website.
- Can I cancel my order after placing it?
If you need to cancel your order, please contact us within 24 hours of placing it. If your order has already been processed or shipped, we cannot cancel it, but you can return the item upon receipt and receive a refund.
- What payment methods do you accept?
We accept a variety of payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and other secure payment methods.
- How do I contact customer support? You can contact our customer support team by emailing support@vielane.online or calling (341) 212-9281. Our support hours are Monday through Friday, 9 a.m. to 5 p.m. Pacific Standard Time.