ORDERS & PAYMENTS
How do I place my order?
Your orders can be placed quickly and easily via our website. Just add the products you want to your cart and go to the checkout. After giving us the necessary information we need to process your order, you can finalise your order.
How can I pay for my order?
We currently accept Visa, Mastercard, American Express, Apple Pay and PayPal. We use the recognised standard for secure transactions, Secure Socket Layer (SSL). This method encrypts your details before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https.
I’m having trouble checking out. What do I do?
Please get in touch if you should experience any trouble with our website or by checking out. We are glad to assist you via email firstname.lastname@example.org or phone +43 660 4533991.
Where is my order confirmation?
Immediately upon placing an order, you should receive an email confirmation. If, for whatever reason, you haven’t received an email confirmation, check your spam folder and add email@example.com to your safe sender list. If you still can’t find it, please don’t hesitate to reach out to us at firstname.lastname@example.org.
Do I get VAT refund?
We offer any customers based outside the European Union (EU) a deduction of the VAT included in the Retail Prices listed in our shop. To receive this deduction you must enter the discount code 'NonEU2018' on the checkout page.
SHIPPING & DELIVERY
Which countries does VIVIDGREY ship to?
We ship worldwide. Please get in touch via email at email@example.com if your country is not listed on the checkout page. In this case we will assist you personally with your order.
How much does VIVIDGREY charge for shipping?
Please visit our Shipping + Handling page to find our flat rates or just add the items to your cart and select your country from the list at checkout to get a shipping price.
What are the delivery times for my products?
Our standard delivery times are 10 business days from our atelier in Vienna, Austria. Delivery time may vary depending on destination but we always do our best to get your order to you quickly as possible.
Will I be charged additional customs fees or import taxes?
Every country has different regulations on how they handle imported goods. VIVIDGREY is not responsible for any import fees or duties on international orders.
Can I track my order?
Once your order has been shipped, you will receive an email with a tracking link of our courier. Please allow 24hrs for the link to activate.
RETURNS & EXCHANGES
What is VIVIDGREY's return policy?
We want you to be totally satisfied with your purchase from VIVIDGREY. Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. If a product is not quite perfect for you, you may return your undamaged and unused purchase within 14 days. The customer is responsible for shipping charges associated with returning a non-damaged item.
What do I need to do if I want to return a product?
To return or exchange an item please follow the steps: Write us an e-mail to firstname.lastname@example.org to let us know which item you are planning to return. Send the item including Hang Tags and Invoice in its original wrapping to: VIVIDGREY, Donaufelderstrasse 15, 1210 Vienna, AUSTRIA. Once your return is received, your new item(s) will be shipped out at no additional cost or we will issue your refund.
Can I speak to someone in person?
We are available to answer your questions Monday to Friday via email email@example.com or phone on +43 6604533991.