At viennais.com, customer satisfaction is always our top priority. Our dedicated quality control and quality assurance team will check your items before shipment. The quality of any product you buy in our shop is guaranteed. However, you need to carefully and accurately check the size of the product you need before buying. Please refer to the size chart on the product page. If you are not satisfied with the item you received, we can easily arrange an exchange or refund for you. We are here to help! If you have any questions about the order, please feel free to contact us: firstname.lastname@example.org. On working days, we will get back to you within 24 hours.
1. About order cancellation:
Orders purchased in our store can be cancelled, but the order can only be cancelled before delivery. You need to contact us before canceling, our after-sales customer service will arrange the cancellation within 1-2 working days.
Note: Orders that have been shipped cannot be cancelled. If you need to return the goods, you can contact us after receiving the order. We will get back to you within 24 hours of working days. If it is a rest day, the time may be extended.
30-day return warranty:
Customers can contact us within 30 days after receiving the goods. If you receive a defective or damaged item, wrong size or wrong product, please contact us immediately through our support center: email@example.com.
2. Refund Policy
After receiving and reviewing your return, we will send you an email to notify you that we have received your returned product. We will also notify you to approve or deny the refund.
If you are approved, your refund will be processed and the credit limit will be automatically applied to your credit card or original payment method within a certain number of days (usually within three working days).
If you have not received the refund, please check your bank account again.
Then contact your credit card company, it may take some time to officially refund.
Next, please contact your bank. Refund posting usually takes some processing time.
If you have completed all these operations but still haven’t received a refund, please contact us at firstname.lastname@example.org
* Notice *
All returns or refunds must first be approved by our customer service team; if approved, you need to return the unused items, and then provide the return tracking number to the customer service.
All returned items must be in a brand new condition, unused/unworn, unwashed, with all original labels and original packaging, and will not affect our secondary sales.
If the customer requests a refund, we will refund the original product cost after receiving the returned item. If there is a product quality problem, we will refund the full amount to the customer and bear the freight returned by the customer. If it is the customer's responsibility, we will only refund the cost of the purchased product, and the shipping fee will be borne by the customer.
Unless the customer receives the wrong product or there is a problem with the product, we do not accept the return of discounted goods.
Compensation time limit:
For returns or exchanges, we need to process the solution within 3-6 working days after receiving your item.
After this time, the refund time range is as follows:
Paypal account refund: up to 48 hours
Credit card refund: 3-7 business days
Responsibilities of Viennais:
If it is our company’s problem, we will take full responsibility and we will allow the return to our warehouse for refund or exchange. Once we receive the item, we will refund the original product price and shipping fee in full, or resend the replacement fee for free. This solution only applies if Viennais is responsible for shipping the wrong item/size.
Order error (item size)
If the size or product ordered by the customer is incorrect, we can also allow returns. In this case, the customer will be responsible for the return shipping fee for the exchange (to and from our warehouse). If the customer chooses to refund, we will refund the product price. But the shipping cost is not refundable.
If the customer decides that the item is no longer needed or just wants to replace the item, they can report to us within 15 days of receiving the product for a partial refund of the product cost.
Please contact our support center for further assistance. We will do our best to help you and respond to all messages within 24 hours.
For returns caused by consumers, the freight will be borne by consumers. The specific cost is subject to the courier company you choose.
If the received goods are damaged or incorrect due to our reasons, consumers do not need to bear the resulting shipping costs.
Consumers will not pay for the returned products.
If you want to send the product back after completing the refund, please contact us.