FAQ's

SHOP WITH CONFIDENCE

We guarantee that all of our products are beautiful and well made. As most of our products are handmade, please be prepared to accept some imperfections and variations in the product. All product dimensions listed are approximate.

 

PRICES AND DISCOUNTS

Our prices are displayed in your local currency. 

 

PAYMENT METHODS

We accept Visa, MasterCard and American Express.  If you would like to apply for net billing terms please contact your sales rep for a credit application.

 

I have entered an incorrect address what do I do now?

 simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at info@viennavault.co. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

 

SHIPPING + DELIVERY

We will select the best carrier and method of shipping based on the size and weight of the products you order. Product minimums will be in effect on certain items.

Please allow 4-7 days production time for your order to ship out, Average shipping times are 15-21 days based on location. Tracking numbers will be updated 3-5 days after your order has been shipped. If you don't have a tracking number after 7 business please email us at info@viennavault.co. You will not be charged for any items that are not shipped, back ordered items will only be charged once they have been dispatched. Delivery service is to your door. Delivery does not include unpacking or assembly.

 

RETURN

We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, You must contact the store before any goods are returned. Goods returned without prior authorization will be refused. Merchandise that is pre-approved to be returned must be returned in original, undamaged condition and in its original packaging and at the cost of the sender, including both shipping charges and any brokerage or duty that is applicable. Upon approval for a return, Customer Service will issue an RMA (Returned Merchandise Authorization) form via fax or e-mail. This RMA form must accompany the returned merchandise and the RMA number must be written clearly on the outside of any packages. Returns that arrive without the appropriate RMA documentation will be refused. In circumstances where an item is approved for return after 7 days from receipt, a restocking fee may be charged. Orders paid for by credit card will be refunded as a credit onto the original credit card use for payment. If any of this is unclear please feel free to contact customer service prior to placing your order.

 

DAMAGED GOODS

If an item arrives damaged, you must notify us within 48 hours of receipt so we can work with you to arrange a return, replacement, refund or credit. If there is obvious damage to the package upon delivery, please note the condition of the package on the waybill or refuse the delivery altogether. Please contact your sales rep should you ever refuse a shipment. Once goods are in your possession for more than 48 hours, we cannot accept any claims for damage.

 

PRIVACY AND SECURITY

We are committed to respecting your privacy. We do not sell or disclose our customer information to other sources. During a sales transaction, your credit card information, if submitted, is never stored. Any information we collect from you is solely for the processing of your order. If you choose to sign up for our mailing list, on occasion we will send you targeted marketing information or special product offers. In every marketing email you will have the option to unsubscribe and avoid receiving future emails from us.