Returns & Refunds Policy

Overview

The Vienna Collection products are made on a print-on-demand basis, meaning they are unique and only produced after an order is placed. Consequently, returns and exchanges are not supported if you choose the wrong size, color, or simply change your mind.

However, in case of a damaged product, manufacturing error or defaults caused by us, we offer a free replacement or a refund if you contact us within 14 days of product delivery. Please get in touch with our team by email to info@theviennacollection.com and provide a clear photo showing the issue. Please ensure an automatic reply to confirm our receive of your request.

Returns are only accepted when the item has not been used or washed and in the same condition that you received it. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

To speed up the resolution of the issue, please ensure that you provide the necessary photo or video evidence when contacting us.

Return Shipping Fees

Customers are responsible for covering the shipping costs associated with returning items. We highly recommend using a registered shipping method, as we cannot guarantee receiving untracked parcels. If we do not receive the returned product, we cannot process your refund request.

Order not delivered

If your item has not arrived within 30 days after having ordered, please contact us for a free replacement order or a full refund of your purchase. We will process your refund within 3 business days.

Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries. Customers have to pay the re-shipping expense on their own cost.

You will receive your replacement order confirmation and new tracking orders within 3 business days.

Wrong Address Corrections

We can attempt to correct your order information within 3 hours of placing the order. However, if you request corrections after the product has been printed and dispatched, we will be unable to update it on our end. You will need to contact the shipping company directly, as detailed in the tracking email.

Cancellation of Orders

Please review your order carefully before submitting it. You can contact us within 3 hours of placing your order to request cancellation. We will do our best to accommodate your request if possible. Orders cannot be cancelled if they have already been printed, which occurs after 3 hours. Please contact Customer Service at info@theviennacollection.com. We will send an automated reply to confirm receipt of your email.

Refund Processing Time

We process eligible refunds within 3 business days and notify you via email. However, the actual time it takes to receive the refund depends on your financial service provider. Due to high usage, your refund may take up to 28 days to appear in your account. You can direct your inquiries to your financial service provider after 28 days, or you can still contact us to see if we can assist you further.

For any inquiries, please feel free to contact our customer service team at info@theviennacollection.com. We are happy to help.