Returns & Refunds
Thank you for shopping with us. Providing customers with excellent shopping experiences is our ultimate goal. We hope you love our products!
However, if you're not satisfied with our products, we have a 30-day return policy, which means you have 30 days after you receive your item to request a return.
Check more details or file a return/refund request below.
Cancel Order
Can I cancel my order for free?
- We hope that you have fully considered your order before placing it, but we understand that your mind may change.
- Typically, the time from processing to shipping an order is about one business day.
- If you contact us within one business day after placing your order and we verify that the order status is "unshipped," we can cancel your order for free. You will receive a notification regarding the cancellation refund, which usually returns to your original payment account within one day. Please remember to check your account.
- If the order status is "shipped," we will not be able to cancel your order, and you will need to return it after receiving it. Please refer to the following Return part for details.
I need to Change Address
Please understand how we can assist you in changing your address based on the following situations:
If your order is still being processed and has not yet shipped, we will change the delivery address based on the latest address information you provide. Alternatively, you can choose to cancel the order and place a new one with the updated information.
If the order has already been shipped, we recommend that you contact the logistics provider directly to discuss the address change, as the recipient is usually better able to communicate with them.To find the contact number or details for the logistics provider, please visit this link to find the specific logistics provider.
Additionally, if you receive a delivery exception notification (usually indicating that the logistics provider is unable to contact you or cannot deliver to your address), please contact the logistics provider directly to modify the delivery address.
Return
Return Notes
We sincerely apologize if you receive products that do not match your order or are of damaged quality, potentially resulting from errors during the shipping process. Vienrose® Album will cover the shipping costs for your returned product in such cases.
However, if you decide to return an item for reasons unrelated to its quality, like you no longer need or personally don't like the product, after it has been shipped, you will be responsible for the associated return shipping costs.
Please note that we are unable to accept returns for products purchased at clearance discounts or for gift cards.
*There is no handling fee for return or exchanged items.
damage and problems
Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, please kindly provide specific information, such as photos, in the form below for our review. This will allow us to assess the issue and take corrective measures.
Initiate a return
To be eligible for a return, your item must be in the same condition as you received it, unworn or unused, with tags, and in its original packaging.
We will confirm whether your return request is approved based on the information you provide in the form below.
If your return is accepted, we will send you a return shipping label with instructions on how and where to send the package via email. Items returned to us without first requesting a return will not be accepted.
We will confirm whether your return request is approved based on the information you provide in the form below.
If your return is accepted, we will send you a return shipping label with instructions on how and where to send the package via email. Items returned to us without first requesting a return will not be accepted.
Custom/ Personalized products
We sincerely apologize, but because personalized customized products are unique, they are not eligible for our 30-day return policy, except in cases of damage incurred during shipping and transportation. We appreciate your understanding in this matter.
Exchange
Exchange Process
In this scenario, the quickest method to secure the item you desire is to reach out to us at support@vienrose.shop. Kindly inform us of your situation and initiate a return for the initially purchased item. Simultaneously, you can proceed to purchase the new item separately. Once the return is approved, you will receive the refunded amount for your previous order. For information regarding return shipping charges, please consult the Return Notes above.
Refund
Haven't received the product? There’s an issue with the logistics and you need a refund?
We sincerely apologize for the inconvenience. Please provide specific information in the form below so that we can investigate for you.
In the following situation, we will need your cooperation: If the logistics show that the item has been successfully delivered but you did not receive it. Please provide any surveillance footage or information from the time it was claimed to have been delivered, if possible. This will help us determine the logistics provider's responsibility.
In the following situation, we will need your cooperation: If the logistics show that the item has been successfully delivered but you did not receive it. Please provide any surveillance footage or information from the time it was claimed to have been delivered, if possible. This will help us determine the logistics provider's responsibility.
Refund Time
Once we have received and inspected your return, we will notify you regarding the approval of your refund. If approved, the refund will be processed through the original payment channel within 10 business days. Please note that your bank or credit card company may also require additional time to process and post the refund.
REFUND PROBLEMS
If more than 15 working days have elapsed since your return was approved, please contact us at support@vienrose.shop.