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Orders
Below are some of are common questions about orders
Which payment methods are accepted?
Vyana Collective always offers secure payments. We use the most widely accepted payment provider in Germany: PayPal, Visa, Mastercard, American Express.
Can I change my billing or shipping information?
After placing an order, you should not change your billing or shipping address. If you would like to make a change, please contact our customer service department at contact@vyanacollective.com as soon as possible during the order processing process to indicate your request. If the package has not yet been shipped, we can ship to the new address. However, if the package has already been shipped, the shipping information cannot be changed while the package is in transit.
Where is my confirmation email?
If you have any concerns about your order, please contact our support team at contact@vyanacollective.com, and they will be happy to assist you. Most emails are responded to within 2 business day.
How do I know if my payment has been received?
Once your payment is received, we will send you a notification email to inform you of the order. You can also visit www.vyanacollective.com and log into your account to check the order status at any time. Once Vyanacollective has received the payment, the order status will be displayed as "Processing."
How can I find out how much the shipping costs are?
Please see our shipping policy page for more information.
If I want to make a gift purchase, can you send my purchase to a different address?
Yes, we can send your order to a different address.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
How can I track my shipment?
Once we ship your order, you should receive a shipping confirmation number via email within 24-48 hours to track your order.
I'm missing some products, how is that possible?
Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the products you order may come from different suppliers. If you order multiple products from us at the same time, it's possible that the products will not be delivered at the same time.
Don't worry, your order is on its way. The rest of your order will usually be delivered within 5 to 6 business days.
What should I do if I receive a damaged shipment?
Unfortunately, it can happen that your order is damaged during delivery. As a customer, there is nothing you can do about it. In this case, please contact our customer service immediately by sending an email to contact@vyanacollective.com.
It is necessary to take photos of the complaint and attach them to your email. Please do not return the item without sharing pictures with us. In this case, we will unfortunately not be able to find a suitable solution for you. Our customer service will process your message as quickly as possible and work with you to find the best solution.
How do I know if my order has been shipped?
Once your order has been shipped, you will receive a confirmation email with a tracking number.
If you have just received a shipping notification, please allow 1 to 3 business days for the tracking information to be updated in the courier's system.
More Questions
Have any additional queries in mind?