Frequently Asked Questions (FAQ)

Have a question? Below you'll find answers to the most common inquiries. If you can’t find what you’re looking for, feel free to reach out to us at help@vieur.com.

Shipping & Delivery

1. What is your shipping policy? We offer Free Tracked Shipping within Poland on all orders. All prices include applicable VAT and Duties, so there are no hidden fees at delivery.

2. Do you deliver to collection points or pickup lockers? At this time, we only deliver to the physical shipping address provided at checkout. Delivery to collection points is not currently available.

3. What are your delivery times?

  • Processing: Orders are typically processed within 1–3 business days. Orders placed before 3:00 PM (Warsaw Time) often begin processing the same day.
  • Delivery: Once shipped, delivery within Poland typically takes 5–7 business days.
  • Total Time: You can expect to receive your order within 6–10 business days in total.

4. How can I track my order? Once your order has been shipped, you’ll receive a confirmation email with a tracking number. You can use this number to track your package's journey.

5. Which shipping partners do you use? We work with trusted international logistics partners and local couriers to ensure safe and reliable delivery to your door in Poland.

6. What if my package hasn't arrived or is lost? If your order hasn’t arrived within the expected delivery time, please check your tracking link first. If there is no update, contact us at help@vieur.com. If your parcel is confirmed lost by the courier, we will issue a free replacement or a full refund.

7. What if my item arrives damaged? We’re sorry to hear that! If your item arrives damaged, please email us at help@vieur.com within 48 hours of delivery. Be sure to include your order number and photos of the damage. We will arrange a replacement or refund immediately.

Refunds & Returns

8. How do I return an item? If you're not completely satisfied with your purchase, please email help@vieur.com within 30 days of receiving your order to request a return. Items must be unused, in their original condition, and include all original tags and packaging.

9. How long does it take to process a refund? Refunds are processed within 7 business days after we receive and inspect the returned item. You will receive an email confirmation once the refund has been issued to your original payment method.

10. Who pays for return shipping?

  • Defective/Damaged: We cover the return cost.
  • Change of Mind: The customer is responsible for the return shipping cost to our facility.

Privacy & Security

11. How do you protect my privacy? We take your privacy seriously. All transactions are protected by SSL encryption, and we never store your full credit card information. We are fully compliant with EU GDPR and RODO regulations.

12. Will my data be shared with third parties? No. We do not sell or rent your personal information. Your data is used solely for order processing and essential services (like sharing your address with the courier for delivery).

Payments

13. What payment methods do you accept? We accept a wide range of secure payment methods: Amazon Pay, American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, Shop Pay, Visa.

14. What currency are payments processed in? All transactions are processed in Polish złoty (PLN).

15. Are my payments secure? Yes — your payment security is a top priority. All transactions are protected with SSL (Secure Socket Layer) encryption to ensure your information is safe.

16. What should I do if my payment is declined? Please double-check your card details, billing address, and available funds. If the issue continues, contact your bank or card provider. You’re also welcome to reach out to us at help@vieur.com for assistance.

Contact Us

We’re here to help with any questions about your order, our products, or our policies. Our support team is always ready to provide quick, reliable assistance.

Customer Support

Order Inquiries

If your inquiry is related to an existing order, please include your order number in your email or have it available when you call so we can assist you more quickly.

Company Information (Legal Operator)

  • Business Name: Vieur
  • Legal Entity: FIREBLADE LLC
  • Business Address: 312 W 2nd St #5196, Casper, Wyoming 82601, United States
  • Company Registration Number: 2025-001603504
  • Employer Identification Number (EIN): 36-5130650