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Shipping & Returns Policy
We aim to dispatch your order within 3 working days. 99% of the orders are shipped in 2 working days.
Overseas Order Information
For orders placed abroad, shipment fee, all taxes, fees, etc. that may arise during the delivery phase belong to the customer.
You can reach us from our contact information written below to get information about your orders and cargo.
Mail : firstname.lastname@example.org
Europe / North America / Middle East / Africa
VIENETTA offers EXPRESS shipping to all of the World
All orders to Europe are shipped via FedEx or Cargo Partner Cargo (Turkey). Delivery time frames vary from country to country. Delivery time is 7 days max for Europe countries.
All orders to North America are shipped via FedEx or Cargo Partner on a tracked service. Delivery time frames vary from country to country. Delivery time is 5-6 days max for North America countries.
All orders to Middle East are shipped via Aramex Cargo on a tracked service. Delivery time frames vary from country to country. Delivery time is 5-6 days max for Middle East.
Shipping options listed here are not mandatory. If the customer wishes, he/she can choose the cargo company he/she works with. All he/she has to do for this is to inform us.
When you create an order, you will receive a mail with your order confirmation and a list of your items. When your order is received by us, our customer representative will reach you for payment and shipping. After agreement on payment and shipping issues, the payment of the products is collected from the customer. Afterwards, your order is prepared and sent to you from our warehouse with the cargo company of your choice. Once sent, you will receive a second mail; 'Shipping notice' this notice will list all your items and a 'Track your order' link will be shown. Please follow this link to be directed to your tracking information. Note tracking will be updated only after it is scanned by the shipping company, please wait 24 hours for this to update.
Please note that estimated delivery times at checkout and above are not guaranteed. These timeframes are available to give our customers an idea of delivery dates and should not be viewed as 100% accurate. VIENETTA cannot be held responsible for delivery delays caused by courier issues.
If you miss your delivery, you will receive a calling card from the shipping company with instructions on what to do next.
RETURNS & EXCHANGES
We're sure you'll be happy with your VIENETTA purchase but we all change our minds, if you do please read through the information below. As always our customer experience team are only an email away! So any questions you have please email: email@example.com
14 Day Return Policy
We do not make returns or exchanges on the products you have purchased from our company as Wholesale. We are making an exchange or refund of the same product within 14 days of faulty products originating from our company with a manufacturing defect. Cargo Costs Belong to Our Company in Changes of Defective Products.
Please ensure all returned items are well packed, so as not to be damaged in transit.
We strongly encourage our customers to send returns by a tracked and insured service as VIENETTA will not take responsibility for items damaged or lost in the return transit.
If an item/order is returned to VIENETTA outside of the 15-day return period we will issue the customer a Gift Card for the due amount minus any shipping costs.
If your return does not meet this criteria this policy will not apply.
For returns, we will inspect the item(s) upon arrival and process the refund within 1-3 business days. This will be minus any postage charges. Please allow any refund, time to show up in your account or on your card.
-You do not have the right to exchange your products but you can request a refund.
-Returns must be sent with the original box or packaging.
-The product to be returned must be sent with the original invoice and a completely filled return form.
-In case of dissatisfaction with your product, you should first contact our customer service. After you receive the approval for the return, you can ship your returned product within the required procedures.
The product package to be returned must be undamaged, unused, and undamaged as a result of misuse. Otherwise, the return of a product will not be accepted. In addition, the product must be returned with all its accessories.
Note: For international shipments, all costs are belong to the customer. These charges will be deducted from the order total and the remaining amount will be refunded.
Please send all returns to the below address, ensuring you include a returns form or sufficient information to process a return.
Address: Cobancesme Neighborhood, Sanayi Street, 34196 N:78, 34197 Bahcelievler/Istanbul/ Turkey
Customs and Duties
Unfortunately, we have no control over these charges, and cannot determine what the cost might be, as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.
The customer must take full liability for any parcels returned to VIENETTA due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card or requested exchange due.
Note: Shipping costs vary according to the shipping country and the weight of the products.
Customs Duties are not included in the total amount. Customs taxes vary according to the country and the procedures they apply. So, Customs Duties belong to the customer.
Any items not delivered due to the recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to VIENETTA, we will then issue a refund of goods MINUS our postal charges and an admin fee for returned items. We advise customers to use an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.
Once your parcel leaves our warehouse it is the carrier's responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes. We will always do our best to help this process along when contacted by the customer via firstname.lastname@example.org
For all European and International orders, if your parcel is undelivered outside of the ETA (Estimated Time of Arrival) time please contact: email@example.com
Please allow 10 days after the ETA time before requesting any form of re-delivery or refund VIENETTA will always do our best to locate and update you on our delivery if needed.