Shipping policy

At Viyela, we prepare your orders with care and aim to deliver them to you securely and with full tracking. You can find the details of our shipping and delivery process below.

1. Order Preparation

Your order enters preparation after payment is confirmed. Products are carefully packaged and handed over to the courier after passing quality control.

Preparation time may vary depending on product demand, stock availability, and promotional periods.

2. Delivery Time

The combined preparation and delivery time for your order is typically 6-10 business days. Delivery time may vary depending on your city, courier workload, public holidays, and seasonal demand.

3. Order Tracking

Once your order is handed to the courier, your tracking information will be sent to you by SMS or email. You can use this information to track the status of your shipment.

4. Shipping Fees

Shipping fees may vary depending on your order total and any ongoing promotions. The applicable shipping fee or free-shipping conditions are shown at checkout before you complete your order.

5. Delivery Address

You must enter your delivery address completely and accurately when placing your order. Viyela is not responsible for delivery delays caused by incorrect or incomplete address information.

If you need to change your address before your order is handed to the courier, please contact our customer support team as soon as possible.

6. Undeliverable Packages

If the recipient cannot be reached, the address information is incorrect, or the package is not accepted for delivery, the parcel may be returned to us. In this case, please contact our customer support team to arrange redelivery or a refund.

7. Damaged Package Delivery

When receiving your package, we recommend checking it for crushing, tearing, moisture, or other visible damage. If the package is damaged, please have the courier prepare a damage report and contact us.

8. Missing or Incorrect Items

If you believe your order is missing an item or contains an incorrect or damaged product, please contact us as soon as possible after delivery with your order number and photos of the product.

9. Contact

For any questions about our shipping and delivery process, please contact us.

Viyela Customer Support
Email: destek@viyela.com