Questions you may concern about Coronavirus

It’s been a challenging start of a new year, we would like to thank you for being with us. For questions about Coronavirus you may concern, please refer to below Q&A.

1, Q. Will the shipment of my packages be affected during Coronavirus outbreak?

A: Orders will be delayed due to Coronavirus outbreak, it may take more time for the order delivery, kindly suggest you wait in patience. 

2,Q. I cannot return the goods due to Coronavirus. What should I do?

1) When you get a solution for 'Return & Refund' in dispute, but cannot manage to return the goods due to Coronavirus from Feb 1st, you could try to return it when the logistic is recovered. And contact Customer Service for refund with the evidence which could indicate that your returned goods has been delivered. Then we will check the information and help you solve the issue as soon as possible.

2) You are suggested to negotiate with the customer service about returning the goods later. When you and the customer service make an agreement, you could try to return it when the logistic is recovered. And contact the seller for refund with the evidence which could indicate that the returned goods has been delivered. Then the seller will check the information and help you solve the issue as soon as possible.

3, Q: Why did the estimated delivery countdown time or buyer protection time extend to 60/90 days?

A: The delivery time of the in-transit orders shipped from Mar. 1st will be extended another 15-30 days due to coronavirus outbreak, the total estimated delivery countdown time / buyer protection time is extended to 60/90 days.

We will extend the reception countdown to ensure your order reception and payments. 

Kindly suggest waiting in patience and we apologize for any caused inconvenience. Your understanding will be highly appreciated!

4, Q: Since the processing time of all stages and estimated delivery time could be extended, can I extend the protection period of the order?

A: Since the order delivery time might be delayed on those days, you can negotiate with customer service team to help you with your order.

5,Q: My order has not been shipped yet. I am a bit worried. I want to cancel my order. What should I do?

A: Dear customer, please don't worry about your shopping. You may refer to latest clarification of WHO that packages from oversea are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.

If you do not want to receive the order any more, you can request to cancel it on order detail page. Please kindly wait for the customer service team to respond.

6,Q: My order has been sent out. I am a bit worried. I don't want it anymore. What should I do?

A: Please note that the package of the order is in transit and it could not be cancelled now. If you do not want it, you may try to return the package after its acceptance. When the package was on its way back to the seller, you can contact customer service team for a refund.

E-mail:customer.service@vieley.com

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