Why might a payment method not be available to you?

• Different addresses: If the delivery and billing addresses do not match, payment by invoice may be excluded. In rare cases, deliveries to a DHL Packstation may also be affected.
• Data error: Your combination of name and address could not be matched – common reasons for this are spelling mistakes, moving, marriage or changes in local government.
• Outstanding amounts: A payment for another order may not have been received in our account yet, or a return may not have been processed.
• Credit check: Like many other shops, we work with independent credit agencies to assess creditworthiness. Their information may, in individual cases, prevent purchase on account from being accepted.
• Pre-orders: Unfortunately, due to the longer lead times, we cannot offer purchase on account for pre-orders.
• Swiss customers: Unfortunately, we are currently unable to offer Klarna as a payment method in Switzerland.

We reserve the right not to offer certain payment methods for individual orders.

What can you do if a payment method is not available?

• Check: Check for any outstanding balances and pay them if necessary.
• Adjust addresses: Check that your delivery and billing addresses match and change them if necessary before completing your order.

Please note: Our customer service cannot manually activate a payment method for you or understand why a certain option is unavailable. Your data protection is our top priority.

Each order is reviewed, so your preferred payment method may be available for future orders.

Even if not all payment methods are available, you can still benefit from all our other services and advantages.

When will I receive confirmation of my return?

Once we receive your return, we will inspect the returned items. This will take up to 10 business days. You will then receive confirmation from us.

How is the refund processed depending on the payment method?

• Credit card: The amount will be refunded to your debited credit card account. You'll see the chargeback on your next credit card statement. Note: The chargeback date may be the same as the original payment date.
• PayPal: The credit will be made to your PayPal account. You can choose whether the amount remains there or is transferred back to your bank account directly in your PayPal account.
• Gift voucher: The amount will be credited back to your original voucher. Cash payment is unfortunately not possible. If you combined the voucher with another payment method, we will first deduct the voucher value from the items you retained. The remaining amount will be refunded according to your other payment method.
• Klarna (invoice or instant purchase): Your refund will be forwarded to Klarna, where it will be credited according to your payment method.
• ideal: Your refund will be sent to iDEAL and credited to the payment method stored there.

We offer the following payment methods:

• Paypal
• Klarna purchase on account (Not for orders from Switzerland.)
• Klarna Instant Purchase (Not for orders from Switzerland.)
• credit card (For payments from Switzerland, foreign transaction fees may apply.)
• Google Pay
• Apple Pay
• eps (Only for orders from Austria.)
• Bancontact (Only for orders from Belgium)
• iDeal (Only for orders from the Netherlands)

You will receive your invoice in your order confirmation email:

Request a copy of the invoice

If you no longer have this email, please contact our support team. We'll be happy to help.

If your order contains a pre-order product, for environmental reasons, your package will not be shipped until all items are available.

Everything about shipping with Austrian Post

Package tracking:
How to find your package: [Click here]

Delivery time of your order:
The estimated delivery time can be found in your order overview and in your order confirmation email. This may vary slightly depending on the items ordered.

How can I track my order?
If you have created a customer account before placing your order, you can check the status of your order at any time in the "My Account" section There you'll also find the link to track your shipment. Don't have a customer account? Don't worry—tracking information will be sent to you via email.

Why hasn't my order been shipped yet?
We carefully prepare your order for shipping. Shipping typically occurs within 48 hours. However, in some cases, it may take a little longer—we ask for your patience.

Can I still change the delivery?
Yes, it's possible! Austrian Post will notify you about the delivery of your parcel via email. You can use this link to change the delivery location (e.g., a post office) or the delivery date.

What happens if I'm not home when the delivery is first attempted?
If you're not at home, the post office will leave a notification. Your parcel will be left either with a neighbor, at a post office, or at a parcel collection point. You can find all the details in the tracking information.

My package should have been there by now!
Please check your tracking information. If the package isn't with a neighbor or at a branch and the shipping status hasn't changed in 5 days, contact us – we'll be happy to help!

Shipping conditions - everything you need to know:

• Shipping options:
  Austrian Post - (only in Austria)
  DPD - (EU)
  Deutsche Post - (only in Germany)
  DHL - (EU)
• Delivery time:
  The estimated delivery time for your order will be displayed both in your order overview and in your order confirmation email. Delivery times may vary depending on the items ordered and the shipping method.
• Delivery:
  Delivery is reliable from Monday to Saturday.

Contactless delivery:
Our shipping partners offer contactless delivery. Before delivery, you will receive a package notification message, which allows you to:

• You can change the delivery date if you are not at home on that day.
• You can choose a preferred delivery location, e.g., at your doorstep or in a safe place.

Your package will arrive safely and flexibly!

Austrian Post's CO2-neutral delivery means that the CO2 emissions generated during transport are offset through climate protection projects, making shipping more environmentally friendly.

Have you already ordered, but the address is incorrect?

No problem! You can cancel your order yourself within 30 minutes of receiving it. Changes such as address, color, or size also require a cancellation. Unfortunately, this is no longer possible after 30 minutes.

If you have a customer account with us, you can easily complete the steps yourself:

• Log in to your profile and select the appropriate order.
• Click the yellow "Cancel Order" button and your order will be automatically canceled. The purchase price will be refunded via your chosen payment method.

Shipping costs:

• Germany: 6.99€
• Austria: 6.99€
• Europe: 16,99€

Free Shipping:

• Germany: from 99€
• Austria: from 99€
• Europe: from 199€

Return shipping fees for orders:

The costs for return shipping are to be borne by the buyer.

Please note that the costs for return shipping (z.B.: shipping label/insurance/etc.) are not refundable. In addition, certain products are Return excluded – these are marked accordingly.

The customer is responsible for all fees incurred when returning items to VIELLA LASHES. VIELLA LASHES is liable not for any loss or damage resulting from the use of the selected shipping service.

If you have a customer account with us:

• Log in to your customer account and select the order you wish to return.
• Follow the instructions in the return process and easily request a return directly through your account.

If you don’t have a customer account:

• You can track the return process via the following link: returns & Exchange
• Follow the steps there to initiate your return.

To view your order history, you must create a customer account with us. Unfortunately, orders placed before the account creation cannot be viewed. Once you have created your account, you can access your order history at any time.

Thank you for confirming your email address!

Your voucher should now have arrived in your email inbox. However, sometimes delivery can take a little longer. Please also check your junk/spam folder or the "Promotions" tab.

Especially at T-Online and web.de Delivery issues occasionally occur with mailboxes. If you can't find the voucher, try a different email address or contact our customer service: Customer service

Would you like to change your name, password or email address?
Simply contact us using the usual contact options, and we will be happy to help you update your information.

Has your delivery address changed?
You can change your address for future orders directly in your customer account under "Addresses."

Have you forgotten your password?
No problem! With us, it's easy – you don't need a fixed password. Simply enter your email address in the login area, and you'll receive a unique login code that you can use to log in any time.

If you would like to delete your customer account, please contact us directly with your request.

Please note that we can only delete your account if:

• All outstanding amounts have been paid
• You have received all refunds due from us
• There is no more credit from the redemption of a gift voucher in your account
• None of your orders are in transit

If any of these requirements are not yet met, we cannot delete your account immediately. In this case, we ask you to resolve any outstanding issues. We ask for your patience with any pending refunds or orders in transit.

If you no longer wish to receive promotional emails from us, you can unsubscribe using the following link:
Log out

Alternatively, you can click the unsubscribe link at the end of one of our newsletters. If the email is too long, click "View full email" to reach the end.

After we have inspected your return, we will promptly refund the amount to your chosen payment method. Please note that some payment providers may take up to 10 business days to process your return. We ask for your understanding.

If you paid with a voucher, the refund will initially be made via the voucher until the original amount is reached.

For logistical reasons, we unfortunately cannot accept combined returns. Each return must be processed separately, otherwise you may incur additional costs.

You can find all details about the cancellation policy in our Declaration of revocation.

Return shipping

The costs for return shipping are to be borne by the buyer.

Please note that the costs for return shipping (z.B.: shipping label/insurance/etc.) are not refundable. In addition, certain products are Return excluded – these are marked accordingly.

The customer is responsible for all fees incurred when returning items to VIELLA LASHES. VIELLA LASHES is liable not for any loss or damage resulting from the use of the selected shipping service.

Return process:

• You can track the return process via the following link: returns & Exchange
• Follow the steps there to initiate your return.

1. Please follow the instructions below to register a return: returns & Exchange
   The more information you provide, the faster and easier we can process your return.
2. After permit You will receive a confirmation of your return by email.
   DANGER: Only returns approved by us will be accepted; all others will be returned at your expense or disposed of.
3. Print the label, bring the packaging and label the products and send the package (with tracking) to our return address. You will receive a receipt for your return.
4. Once we receive and inspect your return, we will process your refund as quickly as possible.

Our customer service is available to you via the following channels:

📧 Email - support@viella-lashes.com
Monday to Friday: 9:00 a.m. to 5:00 p.m.

📱 WhatsApp - +43 660 2298 336
Monday to Friday: 9:00 a.m. to 5:00 p.m.
(Exceptions may apply depending on capacity)

We usually respond within 24 hours, as good and fast customer service is our top priority. Should it take longer in exceptional cases, we will inform you in an acknowledgement of receipt.

Requests will be processed in the order they are received, regardless of the channel you use to contact us. Please note that additional messages sent via other contact methods may cause delays.

We assure you that we will handle every request reliably and as quickly as possible! ❤️