Frequently Asked Questions

How do I place an order?

Browse our collections, add what you like to your cart and head to checkout. Enter your delivery address, choose a payment method and confirm – you will receive an order confirmation by email straight away.

Checkout is open 24 hours a day, every day of the year, including the days our support team is closed.

Can I change or cancel my order after placing it?

Yes – as long as your order is still in processing, which typically takes 1–3 business days before dispatch. Email info@vieirahome.com with your order number as soon as possible, whatever the hour: we work from the moment your email arrives, not the moment we open it. Once an order has been dispatched we can no longer change or stop it, but you can return it under our Return & Refund Policy.

How do I know my order was confirmed?

You receive an order confirmation email with your order number within about 30 minutes of checkout. Nothing in your inbox? Check your spam and promotions folders first, then contact us with the email address you used.

Why was my order cancelled?

Occasionally we have to cancel an order – for example when an item turns out to be unavailable, a payment could not be verified, a clear pricing error occurred, or our fraud screening flagged the transaction. You are always notified by email, and any amount already captured is refunded in full within 5–10 business days.

Can I order as a guest, without an account?

Yes. Guest checkout is fully available – an account is optional and never required to place an order.

Do you offer gift wrapping or gift notes?

We do not offer a gift-wrapping service. You can add a personal message in the order notes at checkout, and no prices are shown on the packing slip.

How much does shipping cost?

Nothing – every order ships free with tracking to the United States, whatever its value and wherever it goes. No minimum spend, no remote-area surcharge. Details in our Shipping Policy.

How long does delivery take?

We process orders in 1–3 business days (order before 12:00 noon CET on a working day and processing starts the same day). The carrier then takes an estimated 8–10 business days – so roughly 9–13 business days in total from placing your order under normal conditions.

Business days are Monday to Friday. Our Saturday support hours do not make Saturday a shipping day: you can reach us, but nothing dispatches or clears customs.

Where do you ship?

To the United States only: all 48 contiguous states plus Alaska and Hawaii at no extra charge, and APO/FPO/DPO military addresses (transit may run longer). For US territories such as Puerto Rico, Guam or the USVI, email us first to check availability.

Do you ship to P.O. Boxes?

We strongly recommend a physical street address. Carriers restrict what fits a P.O. Box, and larger items such as lamps and garden goods generally cannot be delivered to one at all. Unsure? Email us before you order.

Are there customs charges or import duties?

No. Your order ships delivered duty paid: all import duties and clearance fees are settled by us and already included in the checkout price. If a carrier ever asks you for money on delivery, do not pay – refuse the charge, and email us with a photo of the demand. You are never obliged to pay it to take delivery, and waiting for our reply costs you nothing.

My tracking is not updating – what should I do?

Tracking can take up to 24 hours to go live after your dispatch email, and gaps of a few days between scans are normal on international routes. If there is no movement for more than 5 business days beyond the estimated delivery date, email info@vieirahome.com with your order number and we will open a carrier investigation.

Can I change my shipping address after ordering?

Yes, while your order is still in processing. Email us the corrected address as soon as possible. After dispatch an address can no longer be changed, and non-delivery caused by an incorrect address at checkout is the customer’s responsibility.

How are fragile items like lamps and glassware packed?

Fragile categories get protective inserts and reinforced packaging before they leave. Should something still arrive damaged, photograph the outer packaging, inner packaging and the item before unpacking further, and contact us within 48 hours of delivery – the steps are in our Shipping Policy.

Those 48 hours run continuously, including Sundays and holidays when we are closed. Send the email inside the window whatever day it falls on; it counts as reported the moment it arrives.

Tracking says “delivered” but there is no parcel – now what?

Check with neighbours, household members, building reception and the usual safe spots around your property first – parcels are often closer than they seem. Still nothing? Email us within 30 days with your order number and we will request proof of delivery (and GPS coordinates where available) from the carrier and work it out with you.

What is your return policy?

You have a 30-day return window from confirmed delivery. Items must be unused and uninstalled, in the condition they reached you, with all tags, manuals and accessories in the original packaging. The full conditions are in our Return & Refund Policy.

Those 30 days are calendar days and run continuously, including the days we are closed. Your request counts on the day your email reaches us, not the day we reply.

How do I start a return?

Email info@vieirahome.com with your order number and the reason for the return. We reply within 1–2 business days with instructions and the correct return address. Please never send a parcel to our registered address unannounced.

Who pays for return shipping?

For a change-of-mind return, you do – use a tracked service, as we cannot take responsibility for a return that goes missing without proof of shipment. If the return is our fault (damaged, defective or wrongly sent), we cover the return shipping in full.

How long does my refund take?

We inspect your return within 1–3 business days of it arriving, then issue the refund to your original payment method within 5–10 business days. Your bank may need a further 3–5 business days to post the credit.

Inspection and refunds are handled by a person, so both happen during our support hours. A parcel that lands on a Sunday or a holiday starts its inspection period on the next business day.

Can I exchange an item?

Yes – within the same 30-day window you can exchange for a different size, colour or finish of the same item, subject to stock. You pay the return shipping for a preference exchange; if the exchange is due to our error, we cover shipping both ways.

Which items cannot be returned?

Personalised or custom-made items, live plants, seeds and bulbs, hard-wired lighting fixtures once installed, hygiene-sensitive products with a broken seal, hazardous goods, gift cards and items marked final sale. When in doubt, email us a photo and we will confirm.

I received a damaged or defective item – what do I do?

Contact us within 48 hours of confirmed delivery with your order number and clear photos of the outer packaging, inner packaging and the damage. We open a carrier claim on your behalf and you choose a free replacement or a full refund – return shipping, where needed, is on us.

How do I know an item will fit my space?

Every product page lists the full dimensions – height, width, depth and, where relevant, cable length or shade diameter. Measure your space before ordering; still unsure, email us and we will double-check for you.

What bulbs do your lamps take – and are they included?

The product page states the bulb fitting (for example E26), the maximum wattage and whether a bulb is included. Most of our lamps take standard US screw-fit, LED-compatible bulbs.

Is your lighting compatible with US voltage and outlets?

Yes. All plug-in lighting we sell is supplied for the US market, with 110–120V wiring and standard US plugs.

Do I need an electrician to install lighting?

Most of our lighting is plug-in and needs no installation. Hard-wired fixtures should be installed by a qualified electrician in line with your local electrical codes – and never use any electrical item that arrived damaged.

Safety question before or after installing? Email us and we will answer during our support hours. Do not install or keep using a product you believe to be unsafe while you wait for our reply.

Are kitchen items dishwasher and oven safe?

It varies per item, so check the product page – it states this explicitly. As a rule of thumb: wooden items are hand-wash only, cast iron never goes in the dishwasher, and decorative ceramics are not necessarily oven safe.

Are the colours accurate to the photos?

We photograph products as true to life as possible, but slight variations are normal due to screen calibration and lighting. If precise colour matching matters for your project, email us before ordering and we will describe the item in more detail.

Where are your products made?

Our range is sourced from a network of vetted manufacturers across multiple countries, so the origin varies by product and category. Every item is checked against our quality criteria before it joins the collection. We do not manufacture anything ourselves, and part of our range ships directly from our suppliers’ warehouses – we say so plainly on our About Us page.

Do products come with a warranty?

Where a manufacturer’s warranty applies, its terms and duration are noted on the product page or in the packaging. Your statutory consumer rights apply in full alongside any warranty.

Are your products authentic and accurately described?

Yes. We sell no counterfeit, replica or imitation goods – everything is sourced from manufacturers or authorised suppliers, and product descriptions reflect what you actually receive.

Which payment methods do you accept?

Visa, Mastercard, American Express, Maestro and Union Pay cards, plus PayPal, Apple Pay, Google Pay and Shop Pay. The methods shown at checkout are the only ones we offer – full details in our Payment Policy.

Is my payment information secure?

Yes. Payments are processed by Shopify Payments, certified to PCI DSS Level 1 – the highest standard in the card industry – over TLS-encrypted connections, with 3D Secure authentication where applicable. We never see or store your full card number or CVV.

What currency am I charged in?

US Dollars (USD). The price you see at checkout is the amount charged. Note that some US banks add their own foreign transaction fee for purchases from a merchant abroad – that fee is your bank’s, not ours.

Why was my payment declined?

The most common cause on our store is a bank blocking a cross-border transaction, since our merchant account is European – a quick call to your bank usually fixes it. Other causes: mistyped card details, an incomplete 3D Secure step, insufficient funds or an expired card. A step-by-step guide is in our Payment Policy.

A failed payment charges you nothing, whether we are open or closed, and a pending authorization is released on your bank’s schedule, not ours.

Do you store my card details?

No. Your full card number, CVV and PIN are handled exclusively by our certified payment processor and never touch our systems. If you save a card for later, only a secure token is stored – never the card data itself.

Can I pay with PayPal?

Yes. Choose PayPal at checkout, approve the payment in your PayPal account and you are returned to our store. PayPal Buyer Protection applies to eligible purchases.

How can I contact Vieira Home?

Email info@vieirahome.com, use our contact form, or call +31 6 16107088 during our support hours – Monday – Friday 08:00 AM – 6:00 PM (ET), Saturday 10:00 AM – 2:00 PM (ET), Sunday closed, Holidays closed. Always include your order number for questions about an existing order.

When exactly are you open?

Email and the contact form reach us at any hour. Our team reads and answers messages during the hours below, in Eastern Time (ET) – the time zone our customers live in, not the one our office sits in.

How quickly do you respond?

Within 1–2 business days, and most messages get an answer the same or next business day. During peak periods such as Black Friday and Christmas it can take slightly longer; mark genuinely urgent messages “URGENT” in the subject line.

Do you have a live chat?

Not at the moment – email and the contact form are the fastest ways to reach us, and every message is answered by a real person on our team.

I have a complaint – how do I escalate it?

Email us first at info@vieirahome.com – we take complaints seriously and resolve most directly. Should you remain unsatisfied, you can contact the Federal Trade Commission (ftc.gov) or your state attorney general’s consumer protection office. That route does not depend on contacting us first, or on when you do it.

Is Vieira Home a legitimate company?

Yes. Vieira Home is a trading name of JMax B.V., a private limited company registered in the Netherlands – Lintelerweg 60, 7556 PD Hengelo, The Netherlands, KvK 99820366, VAT NL869146890B01 – and every order is a contract with JMax B.V. Your US consumer protections apply in full. Our full company details are on our Legal Notice page.