Shipping policy

Free shipping on every order

Shipping is free on all orders, with no minimum spend. The price you see at checkout is the price you pay.

Processing time

Orders are processed within 1 to 2 business days of being placed. Orders placed on weekends or public holidays begin processing the next business day. Processing time is separate from delivery time.

Delivery times

Delivery times vary by product, and the estimate for each item is shown on its product page. As a general guide:

Items in our "Ships from the USA" collection: 2 to 5 business days after processing.
All other products: 10 to 18 business days after processing.

These are estimates, not guarantees. Carrier delays, customs processing, severe weather, and peak periods such as Black Friday and the December holidays can extend delivery times beyond the ranges above.

Tracking

You'll receive a confirmation email when your order is placed, and a second email with a tracking number once it ships. Tracking information can take 2 to 5 business days to begin updating after you receive it. If your tracking hasn't updated after 7 business days, email orders@vianerastore.com and we'll look into it.

Split deliveries

If your order contains products with different delivery estimates, they may arrive separately and at different times. You will not be charged extra for this.

Where we deliver

We deliver to addresses in the United States, including Alaska, Hawaii, and Puerto Rico. Delivery to Alaska, Hawaii, and Puerto Rico may take longer than the estimates above. We do not currently deliver outside the United States.

Duties and import taxes

Some items in our catalogue are dispatched from an international warehouse and clear US Customs on their way to you. In some cases customs applies an import duty at the time of delivery, which is the responsibility of the buyer. This charge is determined by the customs authorities, not by us, and is not included in the purchase price.

Items in our Ships from the USA collection are dispatched domestically and are not subject to import charges.

If a charge is applied to your order, email us at orders@vianerastore.com with a photo of it. We review these case by case.

Incorrect addresses

Please double-check your shipping address at checkout. If a package is returned to us because the address was incomplete or incorrect, we'll contact you to arrange redelivery. You may be responsible for the cost of reshipping.

Lost or missing packages

If tracking shows your order as delivered but you can't find it, check with anyone else at the address and with your neighbours, and look for a carrier notice. If it still hasn't turned up after 3 business days, email us at orders@vianerastore.com and we'll open an investigation with the carrier.