Shipping Policy

Section 01

Order processing

Once your payment clears, your order joins the fulfilment queue and our team begins preparing it. Processing time sits on top of transit time – the two are separate. Our fulfilment team works Monday to Friday. Customer support keeps its own, longer schedule, set out in section 06.

You will hear from us at every stage: order confirmation, dispatch with tracking, and delivery confirmation.

Section 02

Delivery timeframes

Delivery estimates are measured from dispatch, not from when you ordered. They are given in good faith and reflect normal carrier performance including customs clearance, but they are estimates rather than contractually guaranteed dates unless checkout says otherwise.

Business days are Monday to Friday, excluding public holidays in the Netherlands and the United States. Weekends and holidays do not count toward the estimate. Our Saturday support hours do not make Saturday a business day for delivery estimates – you can reach us, but nothing ships or moves through customs.

Customs is already in the estimate

Your order crosses an international border, and the 8–10 day figure allows for normal clearance into the United States. Now and then US Customs and Border Protection selects a shipment for extra inspection, which can add several days. That is outside our control and the carrier's, and it does not mean anything is wrong with your order.

What we cannot be held to

We are not responsible for delays caused by carrier network disruption, customs or border inspections, severe weather, force majeure, or an incorrect address entered at checkout. If your order is significantly overdue, contact us and we will take it up with the carrier for you.

Section 03

Tracking your order

Every order ships with tracking, and you get automatic updates at each milestone.

Section 04

Where we ship

We currently ship to the United States only, and we cover almost every address nationwide at no extra cost.

• All 48 contiguous states
• Alaska – no extra charge
• Hawaii – no extra charge
• APO / FPO / DPO military addresses – transit may run longer

• US territories (Puerto Rico, Guam, USVI) – email us to check availability

For now the United States is our only destination. If you are elsewhere and want to order, write to info@vieirahome.com – we are working on expanding, and it helps to know where the demand is.

Section 05

Customs and duties

Vieira Home is operated by JMax B.V., a company established in the Netherlands, and your order ships internationally to your address in the United States. Everything goes out delivered duty paid (DDP), which means every import cost is settled by us before the parcel reaches you.

• Import duties, customs charges and carrier clearance fees are paid by us and already included in the price at checkout;
• You will never be asked to pay duty, tax or a brokerage fee to the carrier on delivery. If one is demanded, do not pay it – contact us;
• We act as importer of record and handle the customs paperwork, tariff classification and declarations;
• US sales tax, where we are required to collect it, is worked out separately at checkout from your delivery address. It has nothing to do with customs or import duty;
• Your consumer protections run under the Federal Trade Commission Act and the consumer protection statutes of your state, including the Uniform Commercial Code.

Refused or undeliverable parcels

A parcel refused at the door, or undeliverable because the address was wrong or incomplete, travels back to us along the same international route. The duties, return freight and any re-export costs already incurred cannot be recovered and may come off your refund. This does not apply to ordinary returns under our Returns & Refunds Policy, or to a parcel refused because it arrived damaged.

Section 06

Problems with a parcel

Most orders arrive safely and on time, but transit can go wrong. Find your situation below and contact us promptly – always with your order number, so we can locate the shipment and open a carrier investigation straight away. Because our team sits in the Netherlands, email is the fastest and most reliable channel for US customers.

When you can reach us

You can email us at any hour. Our customer service team reads and answers messages during the hours below, in Eastern Time (ET).

Lost parcel

If tracking shows no movement for more than 5 business days beyond the estimated delivery date, or the parcel has not arrived within 30 days of dispatch, email us immediately.

Report it within 30 days of the estimated delivery date. We open a formal investigation with the carrier and keep you updated. Once the carrier confirms the parcel as lost, you choose: a full replacement or a complete refund, at no cost to you.

Wrong item received

If what arrived is not what you ordered, email us within 7 days of delivery with your order number and a photo of the item you received. We send a prepaid return label and dispatch the correct item as a priority, or refund you in full if you prefer. Getting it wrong is entirely on us – you pay nothing for the return or the re-delivery.

Damaged item — report within 48 hours

Parcel marked delivered but missing

Parcel theft is a reality in some neighbourhoods. If tracking says delivered and you cannot find your parcel, look around first: check with neighbours, in communal areas or building reception, in safe spots near your property – behind bins, the side gate, the porch – and with anyone in the household who might have taken it in.

If it still cannot be found, email us within 30 days with your order number and a short description. We ask the carrier for proof of delivery and, where available, GPS coordinates of the drop.

Before you open a dispute

Please contact us before starting a bank dispute or chargeback. Chargebacks typically take 30–90 days, may affect whether you can order from us again, and do not speed up a carrier investigation. We keep full shipping records, customs documentation, tracking data and carrier correspondence for every order, and we resolve legitimate shipping problems promptly and fairly. Coming to us directly is always the quickest route.