HOW CAN WE HELP YOU?
ORDERING
To order an item from our online shop, please follow this procedure:
When you have found the item you like, please select the desired size and put it into your shopping cart by clicking "Add to Cart". All of the items that you have selected will be stored in the shopping cart until the completion of the order. When you want to complete your order, go to your shopping cart and click on "Continue". Now follow the system instructions that will take you step by step through our ordering and payment process. After completing the order, you will receive an order confirmation from us by email, which will list the products that you have selected again.
Please note that this order confirmation is not a final acceptance of your purchase order.
- Can I add additional items to my order later?
Unfortunately, after an order is complete, you cannot add any further items.If you want to order additional items, please simply create a new order.
- My size is sold out. What now?
If the size you want is sold out or if you want another size, send an e-mail to vviocose@gmail.com
- My order has arrived incomplete
If your order has arrived incomplete, we ask you to contact us as soon as possible within 24 hours. After 24 hours we cannot guarantee that your case will be processed further.
- How will I know if my order was completed successfully?
After submitting the order you will receive a confirmation by mail, which will list the products that you have selected.
- How do I know what size to get?
In each product description you will find the body measurements of the model on the picture. This could help you to choose the right size. If you are nevertheless not sure about which size to choose, then please use the contact form or send us an email at vviocose@gmail.com to tell us your size, your weight and the product name. We will come back to you as soon as possible with the right size.
- Why was my order not accepted or cancelled?
If the goods you have ordered are not available or if your credit and identity check had a negative result, this may result in the cancellation or non-acceptance of your purchase order. For further information please send us an email at vviocose@gmail.com
PAYMENT
- Which payment methods are accepted?
We accept the following credit cards for your payments in the viocose.com online shop: Mastercard Credit, Mastercard debit, Visa Credit, Visa Debit, Visa Electron and American Express.
- I paid by credit card but am still waiting for my order. What has happened?
Please note that the goods ordered can only be shipped if the credit card details you have entered are accepted. All of the security information on the card must therefore be entered. After the details have been checked successfully, the goods ordered will automatically be shipped from our warehouse.
DELIVERY9 & SHIPPHING
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Which countries do you deliver to?
We offer worldwide shipping. The delivery time can vary between different countries.
We offer insured worldwide shipping with our premium partners DHL and UPS.
- How much are the shipping costs?
We do free delivery to all countries for 300$ and over.
- My package arrived damaged
Are items damaged or missing from shipping? In this case, we ask you to report the damage to DHL or UPS within
7 working days of delivery and to inform our customer service about it.
Telephone: +905433434649 (Mon - Fri from 09:00 a.m. - 5:00 p.m.)
Email: vviocose@gmail.com
Please bring the damaged package with the remaining contents to a DHL or UPS post office. Then send us the letter stamped by DHL OR UPS by email or PDF.As soon as we have received the PDF or the picture from you, we will arrange for it to be forwarded, provided the items are in stock.
Our customer service will then inform you about the further process.
Please note that if you do not contact us in time, we cannot guarantee any liability!
- My delivery address is different from my billing address. Is that a problem?
Of course not. You can easily enter a delivery address that is different from the billing address, just follow the instructions during the ordering process.
- Can I track the delivery of my order?
When your order has been processed, you will receive a shipping confirmation email with your delivery tracking reference and a link to the website of the relevant carrier, allowing you to track your order.
RETURNS & EXCHANGES
- How do I return something to you?
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- Enter your order number & e-mail address
- Please select the items you want to return
- Get a refund confirmation with all documents and information needed.
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Pack all items and return them with your selected method. The buyer bears the return costs
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When will I get my refund?
As soon as we have processed your return and the repayment has been made, you will receive an email confirmation from us. We will refund the total purchase amount to the payment method you used to place your original order. The standard processing time takes up to 10 working days.
- I would like to exchange an item. Is that possible?
Unfortunately we are not offering an exchange for international customers. The best option for an exchange is to send the initial order back and to place immediately a new one.
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Item defective after 14 days?
If your article is defective after the withdrawal period of 14 days, please contact our customer service at vviocose@gmail.com first.
You have the right to cancel the contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
- Received a faulty or damaged item?
Please contact our customer service with the order number, the faulty/damaged item's name and number, and a description of the fault, at
vviocose@gmail.com.The costs for the return shipment are covered by us if we have delivered a wrong product by mistake or a damaged product. You have to use the return label provided by us when shipping the products back. Otherwise we will not cover the costs.
Yes, if you want to cancel your order, please send an email to:
vviocose@gmail.com. If you have already paid your order, you can only cancel it, if the order has not been processed by our warehouse.
