FAQs & Shipping

I. WHEN WILL MY ITEMS BE SHIPPED? 

  • All items are subject to a handling period before they are dispatched.
  • 99% of orders leave the warehouse within 7-10 business days of payment.
  • We will notify you by email when your items have been shipped.
  • This refers to the time it takes for items to be shipped from our warehouse to the destination.
  • International delivery usually takes about 15–20 business days.
  • US orders are shipped by E-packet, takes about 8-12 business days which is a US Postal Service product.
  • After processing and leaving the warehouse, items usually take between 21 and 30 business days to arrive at their destination but can take longer from time to time

II. WHEN WILL I RECEIVE MY ITEM(S)?

Processing time: 5-10 business days (depending on different occasions) 
We will provide tracking information within 3-7 business days.

(Note that our International fulfillment centres do not ship during weekends or holidays)

Standard Shipping (ePacket) Time
- Australia, United Kingdom, New Zealand 15-35 Days
- Asia, Europe 20-40 Days
- Mexico, South America, Caribbean 20-50 Days
- Africa 30-60 Days

Canada Post (for Canada only): 10-15 days

DHL eCommerce (for US only): 5-15 days

DHL Express Shipping Time
Worldwide: Estimated 3-7 Business days

The delivery time for the countries which can accept the ePacket

Country

Time

Austria

10-20

Belgium

10-20

Brazil

25-40

Canada

10-20

Denmark

10-20

Finland

10-20

France

10-20

Germany

10-18

Hungary

10-20

Ireland

10-20

Israel

15-25

Italy

10-20

Korea

8-15

Luxembourg

10-20

Malaysia

8-15

Mexico

10-20

Netherlands

10-20

New Zealand

10-20

Norway

7-18

Poland

10-20

Portugal

10-20

Russia

12-22

Saudi Arabia

18-28

Singapore

8-15

Sweden

10-20

Switzerland

10-20

Spian

10-20

Turkey

10-20

Ukraine

18-25

United Kingdom

6-14

United States

7-15

III. WHERE ARE MY ITEMS COMING FROM?

Although our fulfillment house is located in Asia, some of our special items are located in other countries such as Australia, Germany, United Kingdom and China.

IV. WILL MY ITEMS BE SENT IN ONE PACKAGE?

  • For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
  • Please keep this in mind when receiving deliveries.

V. WHICH SIZE SHOULD I ORDER?

We attach the size chart here: https://vio-store.com/pages/size-guide and we use US/EU size chart.

VI. HOW CAN I MODIFY MY ORDER?

  • We only allow order modification within 24 hours since payment.
  • If you cannot connect to our ticket system above, please email to our support email: support@vio-store.com

VII. CAN I RECEIVE MY ORDER IN MY COUNTRY?

We ship to more than 200 countries (United States US, Canada, Australia, New Zealand, United Kingdom, France, Spain, Germany, Netherlands, Belgium, Switzerland, Poland, Mexico, Brazil, United Arab Emirates, South Africa, etc...), and you can enjoy on all items sold on the Store.

VIII. HOW CAN I TRACK MY ORDER?

  • We provide tracking numbers for all orders.
  • It may take up to 7-10 business days after your order has shipped for your tracking information to become available online (it might take longer depending on how fast the postal services are processing shipments).
  • You can track your order via below link: https://www.17track.net/en

IX. WHAT IS YOUR RETURN AND REPLACEMENT POLICY?

Because our products are printed and unique, we only return or replace your order in one of those requests below:

  • Within 5 days of receiving orders, you have to request or notify us about a return or replacement the order.
  • The products have been crashed or damaged.
  • The print quality is blurry or not the same as pictures on our website.
  • Different design or size from your order.
  • If you cannot connect to our ticket system above, please email to our support email: support@vio-store.com

X. WHICH EVIDENCE SHOULD I SUBMIT FOR RETURN OR REPLACEMENT?

  • Submitting all evidence to clarify shipping/product error is very important to our return/replacement process.
  • Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.
  • You can find the attached pictures for example:
  • Picture of the shipping label
  • Picture of product SKU
  • Picture of the product and the error you found out (material flawed, different design, different size)
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