Shipping & Returns
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund. Return shipping costs are for the returning party.
When we receive the product, we will refund the value of the purchased product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
Returns address Viola Milano International Office:
Viola Milano BV
1017ET Amsterdam, The Netherlands
Other Office/showroom locations: Dusseldorf l Milano l New York l Hong Kong
Do I need an account to place an order?
You don’t need an account to complete a purchase. However, if you register with us and you will be able to enjoy the following benefits through your Viola Milano account:
– Request your return or exchange directly from your account
– Be notified when new stock arrives
– Save your address and card details for faster shopping
– Manage your account details, order history and email preferences and see order status.
How do I order online?
It’s very easy – browse through our collections, and once you have seen an item you like, simply click the “Add to cart” button and the item will be added to your shopping bag. Viola Milano’s shopping bag allows you to add or remove items you have selected. The shopping bag will automatically calculate the price of your order and applicable shipping charges
How do I order a custom sized bracelet?
When placing your order, simply enter your desired size in the ‘comments’ section of the checkout process. We will take care of the rest. We charge 15 euro extra for this option.
What happens if the item I've ordered is not in stock?
Rarely but unfortunately we do run out of stock. When this happens you will be contacted immediately and offered a full refund or a similarly-priced alternative.
What Payment methods does Viola Milano accept?
We accept Visa, MasterCard, Visa Debit, Visa Delta, Electron cards. We can also handle your payment through Paypal.
Which countries does Viola Milano ship to?
Viola Milano ships worldwide.
Do you ship to Russia?
Yes, we ship to Russia.
Due to issues with the Russian customs we are unable to use our express service.
We can only ship with our local post service. Delivery time is between 14-21 working days. By chance any further delays, we advise you to contact us at email@example.com.
How much will my shipping charges be?
We have two global shipping options.
1. DHL Parcel is standard for all European Union countries and United Kingdom. Delivery time is between 1-3 working days.
2. DHL Express is standard for Norway, Switzerland, North & South America, Asia and Australia/New Zealand.
We ship within 1-3 days worldwide and price is dependant on shipping destination.
Estimated delivery frames
Asia & Australia: 3-4 days
Europe: 1-2 days
USA / Canada: 1-3 days
South America: 3-4 days
Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. You can also use this page to track your order when the order has been shipped or go directly tour tracking page here
I haven't received an email with my tracking number yet.
Because we send a large amount of emails to customers, there is a high chance that the emails we send you may be accidentally identified and listed as junk/spam by email filters – to ensure this does not happen, please add firstname.lastname@example.org to your address book. If you do find our email in your junk/spam folder, please make sure to mark it as “Not Junk or Spam” to prevent this issue from reoccurring. You can also use this page to track your order when the order has been shipped.
Post office boxes and freight forwarding?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.
Do I get any additional costs as non-EU customer?
When you choose the option DHL-Express eventual import taxes can be charged sometimes by DHL.
See the price list at www.dhl.com
To prevent any customs charges being added, please choose normal economic shipment via KDZ.
1. Place the item(s) in the original shipping box, or any other solid carton box.
2. Specify with a very clear note inside the package with “Return for Refund” or “Return for Exchange”.
3. Write a note to us about which size/colour/model you’d like to change to or if you want a refund.
4. Place the note inside the package.
5. Close the box and tape it securely.
6. Send it back to:
Viola Milano BV
1017 ET Amsterdam, The Netherlands
If you receive a damaged or otherwise faulty product you are entitled to exchange the product for a similar one or if no longer available receive a refund for the cost of your purchase. All claims will be processed within 10 days of receiving the faulty product.
Your bespoke order is a customised product which is made to order for each individual. Therefore we can’t sell the product to anyone else, which means a return is not possible/accepted.