FAQ
WHERE ARE YOU GUYS BASED?
Our office is based in Berlin (Germany) and all our warehouses are based within the EU. To hear our story check out our About page.
WHERE DO YOU PRODUCE YOUR PRODUCTS?
Most of our products are manufactured in Portugal. By choosing to produce in Portugal, we ensure fair payment and treatment of workers. In addition, Portugal is also one of the world's leading textile locations for sustainable high-end fashion.
WHAT ARE YOUR SHIPPING RATES?
Our shipping rates and lengths are determined individually depending on the country you are ordering to. For estimates on prices and times for delivery please see our shipping page.
DO YOU GUYS OFFER FREE SHIPPING?
Yes we offer free worldwide shipping at a minimum order value of 150€!
CAN I RETURN MY ORDER?
Yes, of course! Our exchanges and returns instructions are laid out on our return page of this website.
For details on your 30 days right of return, please see the Exchange and Returns section of the website. This section details your statutory rights of cancellation.
DO YOU OFFER FREE RETURNS?
VISIO does not cover the cost of returns. We recommend that any return goods be sent via insured, traceable delivery for your protection. Please be sure to get a proof of delivery and keep it safe until you received your refund!
HOW CAN I TRACK THE STATUS OF MY ORDER?
Once your order has been dispatched from our warehouse you’ll get your tracking info, which will update along the path it takes between our warehouse and your delivery address.
If you have any queries regarding the shipment of your parcel, we recommend contacting the appropriate courier directly with your tracking and address information. For further enquiries regarding your order shipment, you can get in touch with us directly via email (support@visio-official.com)
You can also check our shipping page for approx timescales so you know when to watch out for the postman.
WILL I BE CHARGED ANY CUSTOM FEES?
Please note all orders placed outside of the EU will be charged separate customs fees, not included in the delivery charge. These are determined individually by the border of your delivery country. You will be notified of the customs charge once the order is arrived at your country's border by the courier, unfortunately at this time we cannot advise the individual costs. This fee must be paid before the border control of your country will dispatch your order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can pay by Visa, Mastercard and American Express. Payment is debited from your card once you place the order.
You can also pay via Google Pay, Apple pay, Shop Pay, Instant bank transfer, Klarna & Paypal.
CAN I CANCEL MY ORDER AFTER PLACING IT?
Once you have gone through the entire ordering process and confirmed your order, it can only be canceled as long the order hasn't been dispatched. Once dispatched you need to return the package to receive your refund.
DO YOU GUYS RESTOCK ITEMS? WHEN?
This is one of our most asked questions. Yes, sometimes we do restocks!
If you’ve got your eye on an item you can sign up to be notified when it’s back in stock. Click on the size you would like within the product page and click the ‘Notify Me When Available’ button. We’ll email you as soon as the size and product you’ve selected is restocked.
FYI - we order limited quantities for every style and only occasionally restock products, so if there’s something you love we recommend picking it up before it’s too late. We also recommend signing up for our newsletter where we let our subscribers know first hand about our latest drops and restocks.
I HAVE RECEIVED A FAULTY ITEM(S)
All our goods are quality checked and packed with care, however if your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods.
Please email our customer service team via Website Chat or email (support@visio-official.com) before returning to advise them of the issue. We’ll need to see some photos of the issue to assess the damage prior to returning back to us.
MY ORDER HAS BEEN CANCELED HOW COME?
If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at support@visio-official.com or via Website Chat for a recommendation.
WHERE IS MY REFUND?
Once your returned order is received safe and sound at our warehouse and is checked over, we’ll then process your refund within 7 days. You’ll then automatically get an email letting you know we’ve refunded you, however please be aware that this can take a few days for your payment provider to issue the amount back to your account. If you have any concerns regarding the whereabouts of your refund, we advise contacting your bank or payment provider directly to get an update on the refund progress.
WHICH SIZE SHOULD I CHOOSE?
The measurements of all our items are displayed under "size guide" on every product page. In addition to that you can look up the body measurements of every model and the worn size in the "size & fit" description.
If you are still unsure about what size you should select, don't hesitate to contact us via Website Chat, Instagram or email (support@visio-official.com)!
I HAVE AN ISSUE WITH MY ORDER
We’re so sorry to hear that - please get in touch with our customer service team via Website Chat or email (support@visio-official.com). A member of the team will look to resolve any issues directly with yourself.
