FAQ

Frequently Asked Questions

Find quick answers about ordering, shipping, returns, sizing, and more.

Orders & Payment

How do I know if my order was placed successfully?

After placing your order, you should receive an order confirmation email with your purchase details. Please review your items, shipping address, and contact information carefully.

If you do not receive a confirmation email, please check your spam or junk folder before contacting us.

Can I change my order or shipping address?

If you notice an error in your order or shipping information, please contact us at support@helloviena.com within 24 hours of placing your order.

We will do our best to assist you, but changes cannot be guaranteed once an order has entered processing or has already been shipped.

Can I cancel my order?

Please contact us as soon as possible at support@helloviena.com if you would like to request a cancellation.

Once an order has entered processing or shipment, cancellation may no longer be possible.

What payment methods do you accept?

Available payment methods are displayed securely at checkout.

The payment options shown may vary depending on your location, device, and checkout method.

Is my payment information secure?

Payments are processed through the secure payment methods available at checkout.Helloviena does not recommend sending payment details by email.

Shipping & Delivery

Do you offer free shipping?

Yes. Free shipping is currently available on qualifying orders over $69.99.

Available shipping options and any applicable charges will be shown before you complete checkout.

How long does order processing take?

Orders typically require 2–5 business days for processing and packaging before shipment.

Processing times may be longer during holidays or high-volume promotional periods.

How long does shipping take?

After processing, estimated shipping times are:

United States: 7–15 business days
Canada & Europe: 5–12 business days

Please remember that these shipping estimates are in addition to the 2–5 business days required for order processing.

Carrier conditions, customs processing, holidays, and destination may affect actual delivery times.

When will I receive my tracking number?

Once your order is ready for shipment, a tracking number will be generated and sent to you by email.

If you have not received a tracking confirmation within 5 business days after completing payment, please contact us at support@helloviena.com.

Why hasn’t my tracking information updated?

Tracking information may not update immediately while your package moves between shipping facilities or carrier networks.

International shipments may occasionally experience several days between tracking updates. Please allow additional time before assuming your package has stopped moving.

What should I do if I entered the wrong shipping address?

Please contact us at support@helloviena.com within 24 hours of placing your order.

Customers are responsible for checking that their shipping information is correct before completing an order. Once a package has entered processing or shipment, we cannot guarantee that the address can be changed.

Will I have to pay customs duties or taxes?

International orders may be subject to customs duties, import taxes, or other fees determined by the destination country.

When applicable, these charges are the responsibility of the customer and are not controlled by Helloviena.

Returns & Refunds

What is your return policy?

Eligible items may be returned within 30 days of purchase.

To qualify for a return, items must be:

• New and unused
• Unwashed
• Undamaged
• With original tags attached
• In the original packaging
• Accompanied by valid proof of purchase

Please contact us before sending a return so our team can provide the correct return instructions.

How do I start a return?

Email support@helloviena.com with:

• Your order number
• The item you would like to return
• The reason for your return
• Photos, if the item is damaged, defective, or incorrect

Please wait for return instructions before sending your package.

Is return shipping free?

For returns due to personal preference or an incorrect purchase, customers are responsible for return shipping costs.

If you receive a damaged or incorrect item, please contact us first with clear photos. Helloviena's current policy states that return shipping will be covered for verified damaged or incorrect items.

Is there a return fee?

Yes. Under our current Return & Refund Policy, a $10 return fee is deducted from the refund amount for eligible returns.

Can I exchange an item for another size or color?

We currently do not offer direct exchanges.

If your item is eligible for return, you may return it according to our Return & Refund Policy and place a new order for your preferred size or color.

What should I do if I receive a damaged, defective, or incorrect item?

Please contact support@helloviena.com within 7 days of delivery.

Include your order number and clear photos showing the item and the issue. Our team will review the information and provide the appropriate next steps.

How long does a refund take?

After your return arrives at our warehouse, most returns are inspected and processed within approximately 5–7 business days.

The current policy states that refunds are typically issued within 14–21 business days after the return is received. Additional time may be required for the refund to appear on your statement depending on your bank or payment provider.

Approved refunds are issued to the original payment method.

Are original shipping charges refundable?

Shipping charges are generally not refundable unless otherwise determined under special circumstances or when Helloviena is responsible for the issue.

Products & Sizing

How do I choose the right size?

Sizing and fit may vary by product.

Please review the size chart and garment measurements shown on the individual product page before ordering.

For a more reliable comparison, measure a similar garment you already own and compare those measurements with the product size chart.

What should I do if I am between two sizes?

Compare the product measurements with a similar garment that fits you well and consider whether you prefer a more relaxed or fitted look.

Because sizing may vary between styles, we do not recommend choosing only by your usual S, M, L, or XL size.

Are the measurements body measurements or garment measurements?

Measurement methods may vary by product.

Please review the notes provided with the individual size chart. If you are unsure about a particular product, contact us before ordering.

What materials are your products made from?

Materials vary by product.

Please refer to the Product Details or material information shown on each product page for the most relevant product specifications.

How should I care for my clothing?

Care instructions depend on the material and construction of each item.

Please follow the care instructions provided on the product page or on the garment's care label.

Will the product color look exactly the same as it does on my screen?

We aim to represent product colors as accurately as possible.

However, slight differences may occur due to photography, lighting conditions, and individual screen settings.

Contact & Support

How can I contact Helloviena?

For order questions, returns, shipping questions, or other support, contact us at:

support@helloviena.com

When contacting us about an existing order, please include your order number and the email address used to place the order so we can assist you more efficiently.

What should I include when contacting customer support?

For faster assistance, please provide:

• Your order number
• Your order email address
• A brief description of your question or issue
• Photos if the product arrived damaged, defective, or incorrect

Still Need Help?

Can't find the answer you're looking for?

Our customer support team is available to assist with questions about your order, products, shipping, or returns.

CONTACT US

support@helloviena.com