FAQ

Order confirmation

Upon receipt of your order, an automated confirmation email will be sent to you containing all the relevant information regarding your purchase. It is important to check your spam folder as such emails may sometimes end up there.

No order confirmation received

If you have not received an order confirmation and no payment has been deducted for the selected payment method, it is possible that your order was not processed correctly. In such instances, please get in touch with our customer service team at (office@viecut.com).

In the event that you did not receive an order confirmation from us, it is likely that your order was not processed successfully. Please check your spam folder as order confirmations may end up there.

Refund of the already deducted amount

In certain instances, there is a possibility that the payment amount is reserved or deducted in advance without a corresponding order being received. If this happens, we will process an refund for the corresponding purchase amount within 10 business days. We appreciate your patience. To ensure receipt of your desired items, we kindly request that you place a new order.

Payment is possible by credit card (Visa, MasterCard, AMEX) or ApplePay and UnionPay. For orders from Austria and Germany we also offer the payment options via immediate transfer or direct debit (Klarna, EPS).

Each of our products is thoughtfully prepared by hand and placed in eco-friendly bags. We regret to inform you that it is not feasible for us to provide separate or personalized gift packaging. We appreciate your understanding in this regard.

The invoice will be sent to you exclusively via email. The package will include only a delivery note, which will not display any pricing information. We kindly request your understanding that the delivery note must be included in the package for legal purposes.

Typically, we dispatch our packages from our Vienna location within one day on weekdays. Delivery time is generally between 2-5 business days. However, please understand that we do not have control over the actual delivery time as it is solely dependent on our shipping partner. During peak periods, such as November/December, there may be delays due to high volume. Unfortunately, express shipping is not an option. Thank you for your understanding.

Shipping Costs

• Austria: € 4,90, free shipping over € 100 (Österreichische Post)
• Germany: € 5,90, free shipping over € 100 (Österreichische Post, delivery through DHL)
• USA + rest of the world: € 19,90, free shipping over € 250 (DHL)
• all other countries: € 9,90, free shipping over € 150 (DHL)

Once we have transferred your shipment to our delivery partner, you will receive a shipping confirmation email that includes a tracking link. Please be advised that it may take a few hours for the delivery partner to synchronize all data. If the package status does not update for several days, kindly contact our customer service at (office@viecut.com).

Please verify the shipping status through the tracking link provided. Sometimes, the package might have been delivered to a pick-up station. In case the tracking status has not been updated for a few days, feel free to contact our customer service team at office@viecut.com. We will be happy to initiate an inquiry with the shipping partner on your behalf.

Investigation with the shipping partner

In the course of a review, we will thoroughly examine your shipment, but unfortunately, based on our experience, these procedures can take some time. We will notify you immediately of any updates, including your options and any additional steps that may be necessary.

In the event that your package is considered lost, we will naturally reimburse the complete purchase price to your original payment method. Regrettably, due to technical limitations, it is not feasible to resend the order, thus we kindly request you to reorder.

We deliver within the European Union (except for selected regions).

We want to ensure that you receive your packages safely and securely, which is why all our shipments are insured against theft and damage during transportation. However, please note that this insurance coverage expires as soon as you receive your package or if it is handed over through a drop-off permit or contactless delivery.

If you receive a damaged package, please report it immediately to the shipping partner.
In order to be eligible for a compensation, a declaration of damages must be made to the shipping partner within 7 days.

Damage to individual pieces of our items

If the shipping box and item packages are fine, but only individual pieces of our bags are damaged, please contact our customer service including pictures and the order number (office@viecut.com). We will inform you about the further procedure by mail.

An item can be returned within 14 days from the date of purchase if it is in an undamaged and unworn condition. Please note that items that do not meet the return conditions will not be accepted for return and will be returned to you. Thank you for your understanding.

Please contact us at:
office@viecut.com

Our return policy does not cover damaged bags. If you have a complaint, please reach out to our customer service team (office@viecut.com) as soon as possible and provide us with pictures and your order number. We will then inform you of the next steps via email.

To exercise your right of cancellation, please inform us within 14 days from the date of order by sending an email to our customer service and include your order number.

In order to cancel your purchase, the following requirements must be met:

• The return takes place within the return period
• Items must be in a faultless and unworn condition

If this is not the case, please understand that we cannot make a refund and the items will be returned to you.

If you have any reason to complain or claim your order, please contact our customer service including the order number and pictures of the item pieces (office@viecut.com).

DISCOUNTS

Our online store offers a special discount that can be used only once and exclusively during the checkout process by entering the code under "apply discount code".

Our support team is here to assist you on weekdays, from Monday to Friday, except on public holidays in Austria.
office@viecut.com

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