FAQs

UPDATE

Unfortunately, due to ongoing challenges related to COVID-19, there is a backlog in our contact centre. We are working around the clock to get back to you as quickly as possible! Thank you for your patience.

CAN I STILL PURCHASE FROM YOUR WEBSITE DURING COVID-19 PANDEMIC?

Yes! We’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.

WHERE TO VIEC WILL SHIP YOUR ORDER?

VIEC ships to almost every countries in the world. Customers may need to cover duty and tax themselves before receiving the order at home. However, there are limits of the total value of goods, in which you may enjoy Tax Free. Please read further to know which regulations may apply for your destination country. Please keep in mind that these regulations may change when you place order with VIEC. We just collecting the information and not the official authority for these regulation. Therefore, for your sake, please confirm this with the local customs in your country to confirm this regulation. 

We are shipping to:

ARUBA (AW)
BAHREIN (BH)
CAMBODJA (KH)
CURACAO (XC)
UNITED STATES (USA)
JAPAN (JP)
FILIPIJNEN (PH)
HONGKONG (HK)
LAOS (LA)
MALDIVEN (MV)
MALEISIË (MY)
MYANMAR (MM)
SINGAPORE (SG)
SINT MAARTEN (XM)
SRI LANKA (LK) 
VIETNAM (VN)

Attention: VIETNAM is shippable from our country list, hence the shipping time will take longer than normal, approximately about 5 - 10 working days, due to the requirement of local customs service party. If you don't know your postal code (ZIP code) in Vietnam, Please use 100000 for postal code (ZIP code).

The destination will be widen in the near future and will be informed to you.

ARE YOU GUYS SHIPPING AS NORMAL DURING COVID-19 PANDEMIC?

We’re trying to. Minor delays are happening internationally. Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team. We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

CAN I CHANGE MY DELIVERY ADDRESS?

We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it’ll be included in the tracking information sent to you when your order’s left the warehouse. If the option isn’t available on your tracking link, then the courier doesn’t have the ability to do this. Unfortunately, the VIEC Support Team aren’t able to amend the delivery address of your order once it’s been placed.

HAS COVID-19 IMPACTED VIEC'S SUPPLY CHAIN?

Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

HOW DO I PLACE AN ORDER?

We'll never stand in the way of you and your products so we make it easy to order online, we'll even hold items in the basket for 60 minutes for you, should you temporarily leave our page!
Find the products you want and add them to the cart. You can either carry on shopping or checkout if you've got everything you need.
Your account will show any stored addresses or payment options, making it quick and easy to complete the order.
Check everything is correct and you’re good to go! We’ll send you an email as soon as the order is on its way.

CAN I USE OTHER ADDRESS FOR DELIVERY?

Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.

HOW DO I KNOW IF MY ORDER IS DISPATCHED?

We'll send you an email as soon as it's on the way!

HOW DO I CANCEL MY ORDER?

We're sorry to hear you want to cancel.
Can we help with anything so that you don’t have to? You can contact our Customer Service team via Help@viec.nl. We will try everything we can to cancel your order when it still doable. If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay. But don't worry, you can always Return your order and get Refund. Please read HERE further regarding Return and Refund Policies  

CAN I MAKE CHANGES TO MY ORDER? 

Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to contact us at Help@viec.nl. We'll send you an email to let you know if the cancellation worked.

Please don't place a new order until you hear from us.

I HAVE RECEIVED A FAULTY ITEM - WHAT NOW?

We're sorry that happened! We take pride in all our products. So that we can look into this for you, please contact us to tell us more via email: Help@viec.nl. It'd really speed things up if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.

Order Number
Product Name
Details of the fault
Images that support the fault, if applicable
As soon as we've looked into the fault we'll send you an email with the outcome. 

I WANT TO COMPLAIN ABOUT QUALITY OF A PRODUCT?

Our production facility is independently certified against the European Standard for Food Safety and achieved a Double A grade earlier this year, the highest attainable grade; guaranteeing we work to excellent manufacturing practices. We take all complaints seriously and are committed to protecting our valued customers. If you do have a concern regarding the quality of any of our products then please raise this with our Customer Service team. via email info@viec.nl. 
It'd really speed our investigation up if you could find the information below before contacting us:

Order Number
Product Name
Batch Number
Expiry Date
Images where applicable
A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.

I RECEIVED A WRONG ITEM - WHAT NOW?

We’re sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via email: Help@viec.nl.
We'll need to know the following:

Order Number
Incorrect item received
The correct item ordered
As soon as we've looked into what's happened we'll send you an email with the outcome. 

I RECEIVED A DAMAGED ITEM - WHAT NOW?

We take pride in our products so we're sorry to hear you've received your order damaged. Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via email: Help@viec.nl
Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again. 
As soon as we know what's happened, we'll send you an email with the outcome.

THERE IS AN ITEM MISSING FROM MY ORDER - WHAT NOW?

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then send a message through via email: Help@viec.nl to let our Customer Service team know and they’ll be happy to help.

DO I HAVE TO PAY FOR VAT AND DUTY?

Any order placed for delivery outside of the Europe could result in import duties and taxes (including VAT).We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country. 

However according to our database shows that you will enjoy Tax & Duty Free for the order that has total amount below the "Value Limits" in following countries:

ARUBA (AW) < 20 USD
CAMBODJA (KH) < 50 USD
CURACAO (XC) < 100 USD
JAPAN (JP) < 10.000,- JPY
FILIPIJNEN (PH) < 10.000,- PHP (Philippines Peso)
MALEISIË (MY) < 500 Malaysian Ringgit (MYR)
MYANMAR (MM) < 500 USD
SINGAPORE (SG) < 400 Singapore Dollar (SGD)
SINT MAARTEN (XM) < 100 USD
UNITED STATES (USA) < 800 USD

Can I return the order from Vietnam

The refund policy is applied only for countries in EUROPE. We are really sorry if you are not in Europe. Because of the fact that the goods that have been sent out of the Europe can not be returned to us in efficient time and condition so that we can resell them to other customers. We are working hard to make this possible to customers out side of Europe.

I HAVE MORE QUESTIONS:

VIEC is here to help you with other questions if not listed above. Please contact our support team here: Help@viec.nl