Replacement & Refund Policy
REFUND & REPLACEMENT POLICY
At VieHandCraft, we want you to feel confident with every order.
Because many of our products are personalized and made to order, each item is created especially for you. If your order arrives damaged, defective, incorrect, or significantly different from what you approved, please contact us and we will do our best to make it right.
1. Cancellation & Modification
How to change or cancel your order?
If you change your mind about your purchase, please contact us at Nicky@VieHandCraft.com, provide your order number and the modification you would like to apply. We’ll confirm once the modification or cancellation has been made.
Before 2 hours
- Your order is eligible to be canceled and modified.
After 2 hours
- The order is locked for processing and can no longer be canceled or edited.
Please be informed that:
- Personalized orders are locked for processing right after the order is completed so sometimes it is impossible to make adjustments. Please double check all details before completing the order.
- For modification requests in the holiday season, orders may reach you a little longer than usual. However, it is rare because we always try to complete the changes immediately.
2. Free replacement or refund
You may contact us if:
- your item arrives damaged
- you receive the wrong item
- your item has a manufacturing defect
- your order is missing
- your personalized item is made differently from the customization details you provided
Contact window
Please contact us within 90 days of delivery at Nicky@VieHandCraft.com.
To help us review your request quickly, please include:
- your order number
- a short description of the issue
- clear photos showing the problem
Resolution options
If your request is approved, we may offer one of the following:
- a replacement
- a partial refund
- a full refund
The solution offered will depend on the nature of the issue.
2.1 Non-returnable items
Because our products are made to order and often personalized, we do not accept returns or refunds for:
- change of mind
- incorrect information submitted by the customer
- minor color differences caused by screen settings
- normal variations in handmade or handcrafted items that do not affect the product’s overall quality or function
2.2 Lost or delayed orders
If your order appears delayed or lost, please contact us and we will investigate with the shipping carrier. If the parcel is confirmed lost, we will send you a free replacement.
2.3 Incorrect shipping address
Please make sure your shipping address is correct at checkout. We are not responsible for orders lost or delayed due to an incorrect or incomplete address provided by the customer.
3. No refund or replacement with a small fee
No refund
The reasons listed below are not included in our Refund and Replacement policy. We understand you might feel disappointed, but we are not liable for these issues:
- Request a refund after 90 days of product delivery
- Personal reasons, such as change of mind or no longer wanting the item,... can be decided during shipping or after delivery
- Product damaged from improper use
Replacement with a small fee
In some cases below, fortunately, replacement can be sent with just a small fee compared to the original price:
- You received the wrong item/ design/ size due to incorrectly customized input.
- The package was lost or returned to seller due to incorrect address input.
Every customer matters, your happiness will also be customized in each and every contact with VieHandCraft™. Thank you for placing trust in our business and letting us do what we love!
If you have any questions, please don't hesitate to contact us at Nicky@VieHandCraft.com.