Frequently Asked Questions
I-Product:
Where are products made?
All of our products are finished and packed in Vietnam. Vietnam has a long history of crafting products from natural materials with many facilities and traditional artisan villages.
How should I care for my natural products?
Aside from disposable products like knives, spoons and forks; our other items are all durable but they can last longer with a little love.
These 4 steps are keys for better care and maintenance:
☻ After each usage, hand wash with warm soapy water. Do not soak and dry in the air.
☻ Dishwasher, microwave and refrigerator are not recommended.
☻ Avoid using with with too hot food.
☻ Moisturiser with coconut oil/ special oil to restore shine.
Are products safe for food?
Yes, our products have been thoroughly tested for food safety. They have all of the necessary certificates before export (FDA).
Are products compostable or biodegradable when they expire?
All of our products are made from natural materials, when you do not use them anymore, you can release them into the environment, they will decompose.
We have been making high quality products, we believe with your proper maintenance, they can be used for a very long time, except disposable products.
How do I know whether my Viehana’s product is authentic?
To ensure authenticity, you should buy the product directly from our website: https://viehana.com/
or from an e-commerce platform like Amazon.
Please note that no warranty is provided for unknown products that do not have an order ID and were not purchased through mentioned platforms.
II-ORDERING :
Order:
Can I Use Symbols In My Personalization?
We are sorry but we cannot engrave accents, special characters and symbols on our products at the moment. We can only make letters and numbers from the standard English keyboard.
Can I Personalize Items In A Different Language?
Viehana currently makes products using the standard English keyboard. Please note that special accents, symbols or special characters can’t be engraved.
Can I Order An Item Without Personalization?
Yes, you can. However, Viehana takes pride in creating precious memories with personalized products by including your names and images in our gift collection. So, personalize it!
How do I place an order?
Simply add the item to your cart, go to the checkout page, fill in your personal information and your payment details.
How do I know if my order went through successfully?
Once our payment service provider processes your payment, we will send you an order confirmation to the email address provided when you ordered.
How can I check the status of an order?
Just click “Account” on the top right corner of our homepage. Enter the account details to view your order history, or click here. When your package has been shipped, a tracking ID will be sent to your email address also.
Is it possible to change or cancel my order?
Please contact our Customer Service (hi@viehana.com) within 24 hours after placing the order to get support. If your order hasn’t reached the completion stage, we can still change or cancel your order.
NOTICE: After 24 hours since you completed and placed your order, it will be immediately sent to our production facilities to offer you prompt service. We will be unable to cancel or change your order once this process has begun. Completion of your personalized order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was submitted. Therefore, please double-check your customization before placing your order.
I have made a mistake in the shipping address, how do I change it?
Please contact our Customer Service as soon as possible at hi@viehana.com with your name and order ID. We can change your shipping address only when your order has not been shipped yet.
We will not take responsibility for any missing products or incorrect delivery due to this issue. Please contact the shipping carrier and update your shipping address using the tracking information included in the shipping notice email, they will assist you with this issue. If your order is returned due to wrong or unknown shipping address, we will only resend it if you pay for the shipping fee and provide a more accurate address.
Can I change my billing address after I have placed an order?
Order is processed very quickly. Once the order has been placed and you have received the order confirmation email, you will not be able to change the billing address.
Payments
What payment methods can I use?
Viehana accepts credit cards (Visa, MasterCard, Discover and American Express) and PayPal.
Why didn’t my payment go through?
We do not know the specific reason for this error, some common causes include:
– Incorrect zip code.
– Incorrect verification code or card details.
– Insufficient funds / invalid card.
– Refused due to international transactions (check if your card is available with this function).
– Refused by the bank.
Please double-check the payment information or contact your bank directly to find out why your transaction cannot be verified. Furthermore, you can use a different payment method.
I paid in dollars, but the amount taken from my account is different?
A conversion rate and a conversion fee can be applied by your bank/ PayPal, so you may be charged more. Viehana cannot control and is not responsible for any additional fee charged by your bank/ PayPal.
When will I receive my refund?
The refund will be processed through your original payment method and updated within 30 business days, depending on the processing time of your payment service provider.
Discount & Store Credit
Do you have an active discount code?
Please register Viehana’s newsletters and follow us on social media sites (Instagram, Facebook) to get the latest promotion programs.
How do I enter a discount code?
Look for “Enter Promo Code” in the checkout screen, enter the code, and then click “Apply”. The discount will appear in your subtotal immediately. Please notice that each order can only have one discount code applied.
My discount code does not work. What to do?
If your discount code does not work, maybe:
– The discount code has expired.
– The requirements and conditions of the discount code have not been met.
You can always contact our Customer Service (hi@viehana.com) for more details on any promotional code you are trying to use.
III-SHIPPING & DELIVERY ( / Deliveries)
Shipping
Do you ship to multiple addresses?
We do not offer this option at this time. If you want to ship the products to different addresses, you will need to place separate orders for each address.
How much does shipping cost?
You can choose each shipping option and see how much it costs before submitting your order.
When will my order arrive?
With personalized products, your order will be processed within 3 business days (excluding weekends and holidays), you will receive a notification through email once it has been shipped. Under normal circumstances, all orders will be delivered within 10-15 business days of the order being shipped.
Shipping cost of your order will be calculated and displayed during checkout.
How to track the status of my order ?
You will receive an email notification from us once your item has been shipped, along with a tracking number that you can use to trace its movement. Please wait 48 hours for the tracking information to become available.
Feel free to reach out to us at hi@viehana.com, if you face any issues with delivery.
From where are orders shipped?
All of our orders are shipped from warehouses in Vietnam or the USA.
COVID-19 shipping information
We are constantly shipping products to customers all around the world as quickly as possible, but there could be some delays in delivery. Due to Covid-19, we are suffering a delay in the entire supply chain as well as shipping time of carriers. Although most orders are delivered on time, if yours has not arrived yet, please wait for 3-5 business days more. Thank you for your patience!
Shipping Exclusions
We regret that if your country is not listed at the checkout, due to shipping restrictions, we are unable to ship to you at this time.
Delivery
What if I didn’t receive my order?
You will receive an email with tracking information once your order has been completed and shipped. If you haven’t received the email, please check your Spam. We highly suggest you follow your package regularly to avoid returning.
If it has been returned, please check the replaced tracking number on the shipping carrier’s website. If the tracking info hasn’t been updated in a week, contact your local post office for more details.
If your shipment has been delivered but you have not received it, check with your relatives, neighbors, or other apartments with the same mailing address, as well as your receptionist. Examine your camera and look around your property.
I received the wrong product. What should I do?
We suggest you double-check your order and compare it to the product description on the website. If you believe you received an incorrect or missing item, please inform Customer Service at hi@viehana.com within 7 days of delivery, including order details and a photo of the product you received.
We will contact you within 24-48 hours after receiving your email. An investigation will take 14 business days, if there are any updates, we will notify you by email.
IMPORTANT: The replacement will be sent to the same address as the original order. Besides, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, manuals and documentation that were shipped with the product. Otherwise, the investigation will not be processed.
What if my product gets damaged during delivery?
Please check your package carefully when it arrives. If your product is damaged during delivery, please inform us within 7 days since you received it. You can email our Customer Service at hi@viehana.com. To expedite the process, please attach order details and a photo of your damaged product.
We will contact you within 24-48 hours after receiving your email. An investigation will take 14 business days, if there are any updates, we will notify you by email.
IMPORTANT: The replacement will be sent to the same address as the original order. Besides, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, manuals and documentation that were shipped with the product. Otherwise, the investigation will not be processed.
Will I have to pay international taxes and duties?
Your order may apply import taxes and duties charged when a shipment arrives in your country. However, this is a general standard and it can change depending on the destination nation.
Viehana has no control and will not take responsibility for any duties/ taxes charged on your package. You will be responsible for paying additional customs clearance fees. Customs Policy is different from each country, for further information, please contact your local Customs Agency. Notice, Customs may delay the delivery of some packages in exceptional situations.
Can I split my order in two separate shipments?
We do not split shipments for one order, which means we will wait until all of the items you ordered are back in stock before delivering them to you.
I keep missing my delivery. What should I do?
If the delivery attempt is not successful, please contact the shipping carrier and request a reschedule.
If the package is not received in a certain time, the shipping carrier will return it to our warehouse and the re-shipment will be available as soon as the package is returned safely. In this case, a responsible representative will contact and resend the package to you.
Furthermore, if the delivery fails, your package may be returned to our facility. We can assist you if this case happens. Please send an email to hi@viehana.com with your name, order email, order ID, and any other information you obtained from the post office. We will get back to you as soon as possible with more details.
Please be aware that if the package is not successfully delivered and is returned to us, you will be charged for the next shipment fee.
IV-Refund And Return Policy :
We follow this policy to ensure high quality and non-defective products, besides, we inspect each item carefully before delivering it to you. However, we recognize that everyone can make a mistake (even us). We always want your product done the way you want it to be! Please double-check your order before submitting it. If you have any questions before purchase, please email us at hi@viehana.com, we are very pleased to clear up for you.
If you are unhappy with the product that you have purchased from us, please let us know. Our Returns and Refund Policy gives you 7 days to return or exchange an item purchased online with a valid receipt. You are eligible for a full refund within 7 days of delivery date.
For personalized products: We do not accept any Return and Refund Requests other than defective or wrong items sent.
We have the right to cancel your order if the language, content or data are considered inappropriate. We cannot issue refunds (shipping or product cost) for late delivery orders due to bad weather or any unexpected situations affecting Viehana or our shipping partners. Thank you for your understanding.
We offer a full money back guarantee on all purchases made on our website, but under certain conditions. We invite you to read the condition explained in more detail below, in order to see the condition that applies to your situation, while following the correct procedure.
Please Click here to view our Returns and Refund Policy.
V-B2B:
We have a specific policy for agency or retailer ordering in bulk. If you are interested in cooperating or becoming our partner, please contact our Customer Service at hi@viehana.com for more information.
Contact Us:
We welcome all of your inquiries, concerns and comments. We will answer your order-related questions as soon as possible. Response times may vary depending on the volume of emails received, but we will do our best to resolve your issue quickly.
Please contact us via email: hi@viehana.com
Thank you for trusting and accompanying with Viehana.