Shipping policy

Last updated: 21 June 2026

1. Policy Overview

Our aim is to provide a smooth and transparent shipping process to ensure your convenience and satisfaction. Below you will find the details of our Shipping Policy.

2. Shipping Details

2.1 Shipping Area

We currently ship only to the Netherlands, France, Spain, Canada, the United States and the United Kingdom.

2.2 Shipping Costs

Shipping is free for all orders sent to the countries we serve. No hidden fees or additional shipping charges apply.

2.3 Processing and Delivery Times

Orders are processed within 1 to 3 business days.
The estimated transit time is then 4 to 8 business days, bringing the total estimated delivery time to 5 to 11 business days.
These timeframes may vary due to external factors such as weather conditions or logistical disruptions.

Please note: Our business days are Monday to Saturday.

2.4 Order Cut-Off Time

Orders placed after 6:00 pm Central European Time (CET/CEST, Amsterdam), on Sundays or on public holidays will begin processing on the next business day.

2.5 Shipping Process

Depending on the destination country, delivery address, shipping warehouse and carrier availability, orders may be handled by one of the following delivery partners:

  • Netherlands
    PostNL, DHL or DPD.
  • France
    Colissimo, Chronopost or DPD.
  • Spain
    Correos Express, SEUR or DHL.
  • Canada
    Canada Post, UPS or FedEx.
  • United States
    USPS, UPS or FedEx.
  • United Kingdom
    Royal Mail, DPD or Evri.

The carrier handling your order will be shown in the tracking information once your parcel has been shipped. In some cases, a different local delivery partner may be used to complete the final delivery.

In the event of loss or damage during transit, Vionara will cover the applicable costs, except where the issue results from an incorrect or incomplete address provided by the customer, a refused delivery or a return initiated by the customer.

2.6 Tracking Information

After your order has been shipped, you will receive an email containing the available tracking information, including the carrier, tracking number and tracking link.
You can also track your parcel directly through the tracking portal on our website.

3. Order Issues

3.1 Defective or Damaged Product

If you receive a defective or damaged item, please contact our customer service team as soon as possible after delivery, ideally within 5 days.
For damaged items, please include photographs or a video clearly showing the damage.
We will offer an appropriate solution, such as a replacement or refund.

3.2 Incorrect or Misdescribed Product

If you receive an incorrect product or one that differs from its description, please contact us as soon as possible, ideally within 5 days.
We will arrange and cover the return and provide the correct product.

3.3 Order Not Received

If your order has not been delivered, please contact us within 7 days after the estimated delivery date.
We will open an investigation with the carrier. If the parcel cannot be located, you will receive a full refund or a replacement shipment.

4. Missed Delivery or Uncollected Parcel

If you are not available when delivery is attempted, the carrier may make one or two additional delivery attempts, depending on its policy. If delivery remains unsuccessful, the parcel may be left with a neighbour or delivered to a designated collection point.

Important: If a parcel is refused or not collected, it will only be eligible for a refund once it has been returned in accordance with our Return and Refund Policy.

If your parcel is returned to us following unsuccessful delivery attempts, we will resend it once at our expense.

5. Vionara Contact Details

If you have any questions regarding this policy or your shipment, you can contact us using the following details:

Customer Service Opening Hours

  • Monday to Friday: 9:00 am – 5:00 pm
  • Saturday: 10:00 am – 4:00 pm
  • Sunday: Closed

We aim to respond to all enquiries within 24 hours on business days.