General Queries

I live outside India, can I order?

we are currently working on international order processing.
 

How can I contact www.vianlabel.com?

  • You can either call us on Toll free no.6 in between 9:00 am to 9:00 pm and speak with our customer service representative or write to us at vian.label@gmail.com for any type of queries you have about Vian Label, or your order. You can give the feedback on our website and services please give your comments on the feedback page
  • You can contact us for the following:
    • Password related queries;
    • Login related queries;
    • My account / profile change queries;
    • Payment related queries;
    • Merchandise / product related queries;
    • Website navigation related queries;
    • Pricing, promotion, discount related queries;
    • Delivery related queries; or
    • Anything that the customer may wish to clarify about Vian Label

 

How can I stop Vian Label’s e-mails from my spam folder?

  • We will take care to not spam our valuable customer’s mail boxes. However, sometimes our emails may land in your spam / junk mail folder. You will need to add Vian Label’s mail ids (vian.label@gmail.com) into your trusted sender list e.g.

 

  • Gmail
  • From your Gmail inbox, open the email you have received
  • Click on the arrow next to the reply button on the top right hand corner of the email
  • From the drop down menu, click on "Add sender to contacts"
  • Alternately, you can go to the spam folder, select the mail from Vian Label and then click ’Not spam’ button to add Vian Label into your trusted source.

 

 

  • Hotmail / MSN Mail
  • 1 Once signed in, click ’Options’ in the top right of your screen
  • 2 On the left side of the page, click ’Safe and blocked senders’ which is under the ’Junk email’ section
  • 3 Click on ’Safe senders’
  • 4 Add the address or domain name, and click ’Add to list’

 

 

  • Yahoo Mail
  • Click on ’Contacts’ in the menu on the left of the page
  • Click ’Add contacts
  • Add Name and email address
  • Save contact details

 

How do I manage the emails I receive? Or how do I unsubscribe from your mailing list?

 

  • you have made during various online / offline interactions with us, we would communicate with you periodically for event based communications such as order information, renewal notices, invites, reminders, special offers etc.
  • If you are not interested to receive any emails from us, you can select your preferences online in "My Account" section. However, you would continue to receive transaction based e-mails such as order confirmation mail etc.

 

How do I view your site?

 

  • Our site is compatible for all Windows and Mac operating systems and can be viewed using the latest stable versions of any of the following browsers. The site is optimized for 800 X 600 resolution
  • Internet Explorer
  • Mozilla Firefox
  • Safari
  • Google Chrome

 

 

Payment related

How can I make a payment?

  • Through all Credit Cards and Debit Cards (if your bank has enabled them for online transaction)
  • Online payment through bank transfer
  • Loyalty & Reward Points Redemptions 

Do you accept debit cards?

  • Yes we do accept Debit Cards.

Do you accept payment through cheque/Demand Draft?

  • No, presently we do not accept payment through cheque/Demand Draft

 

Do you have Cash on Delivery option?

  • Yes we do offer cash on delivery facility.

Can I buy Vian Label’s gift voucher (GV) online?

  • You can buy a physical (paper) gift voucher online, it is meant to be redeemed at our online store;
  • Once Gift vouchers ordered shall not be cancelled or returned

When will the online payment be deducted from my bank account?

Yes, an amount equal to your total order value will be blocked against your credit / debit card limit, as soon as you complete the transaction

Is Stop-payment allowed in case my card has been misused or a purchase made fraudulently?

You may report the incident to your card issuing bank.

What I do if my credit/debit card has been compromised while making a payment online?

  • Please refer our privacy policy, which mentions that we do not collect or receive your credit card information, and you can collected directly on the Bank’s payment gateway.
  • If you think that your credit card has been compromised, then immediately report to your card issuing bank.

 

Merchandise related

What type of products do you sell on-line?

  • We sell footwear and related accessories for women

How do I understand which size will fit to me? Do you have any size charts?

  • We have standard sizes. Vian footwear comes in Euro sizes. You can refer to the size chart provided in the site. The handbags and hairbands are single size.

I searched, but I can’t find the same merchandise which I saw in one of your stores.

  • It is possible that you may not find an item you saw in the store, since it could have gone out of stock.

Where can I search particular merchandise?

  • You can directly search for the product through the search field provided on every page. You can navigate through site map to find your desired product.

 

Cancellation / Returns / Refund related

What happens if merchandise ordered is out of stock?

  • If the merchandise is out of stock when you are adding it to your shopping bag, you will be informed immediately and the merchandise won’t get added to the shopping bag.
  • If the merchandise is out of stock after it has been added to your shopping bag but before check out is completed, you will be informed at the time of check out. You then need to remove it from your bag before proceeding to check out.
  • If merchandise goes out of stock after placed your order and received an order-confirmation, then we will put our best to fulfill the order by sourcing the selected merchandise. In circumstances that we are not able to source it for you, or if it is take longer than 9 days to ship, we will inform you about the delay and cancel the merchandise, and shall reverse any charges made to your credit / debit card against that merchandise.

Is there a limit to the quantity that I can order for?

  • No. When the order quantities are large, we may verify in order to ensure your security, to confirm that you have indeed ordered for these items.

Can I cancel an order or an merchandise?

  • Yes, you can cancel the order fully or partially before it is shipped. However, you cannot cancel your order for the loyalty points or gift vouchers, once placed. To check the status of whether your order has been shipped or not, click on the "Order Status" link at the top of the page, and then on the link to the specific order, which will indicate the shipping status of each merchandise in your order.
  • However, additions to an order, or changes to the merchandise ordered, are not possible.

Can I change shipping address of the order?

  • You can change the shipping address before your order is billed and shipped by calling Customer Care on +91-9811452024 between 10.30 am to 6.30 pm (IST) – Monday to Friday(except public holidays)

What is your return/refund and replacement policy?

  • We offer a 10 days exchange policy, which is applicable to most products sold on www.vianlabel.com (non-discounted items only) . Please refer to our returns policy section for more details.

In case I change my mind about the colour / size picked up, can I have it exchanged?

  • Yes, for most products, you can exchange unused items. For details on the procedure, please refer to our returns policy.

I want to return a product, how can I do that?

  • You may return merchandise to in the following ways:
  1. You may call Vian Label’s customer support care at on Phone no, and request an exchange. We do not provide reverse pickup services. After confirming the exchange on mail (van.label@gmail.com) you can ship the merchandise to the office address. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice, failing which return/ exchange / refund may not be possible.
  2. For Details please refer our returns policy.

Can I return or exchange a product by mail/ courier?

  • Yes, this is possible, you will need to call our Customer Service Representative and register your request. After we receive your request, we would get in touch with you and explain the process of returning the product through courier. For details, please refer to our returns policy.

 

How can I receive my money for the merchandise which I have returned or cancelled?

  • You will receive your money in the mode of credit note which can be redeem only on www.vianlabel.com. Please refer to the exchange section for more details.

 Can I get warranty/guarantee for the merchandise?

We provide a warranty only against a manufacturing product. Incase you feel there is a defect in the product, please do write to us on van.label@gmail.com . Our quality control team will check the product and take a decision on the type of defect. The warranty/gaurantee does not include wear and tear.
 
 

 

Shipping related

Where do you deliver? Or; do you deliver to my city?

  • We currently deliver to major cities in India. You can check for the list of pin-codes we deliver to by writing to us on van.label@gmail.com

What is your shipping policy?

  • Please refer our Shipping Policy.

Do you deliver out of India?

  • Currently, we do not deliver out of India. However, we are working towards activation of international delivery. Incase of an urgent need, you could wrote to us onvian.label@gmail.com

Are there any places/ items for which delivery might take longer?

  • Expected time taken to dispatch the shipment is given against each product on the respective product details page. Typically all Delhi NCR deliveries are completed within 1-2 days post shipment and outside Delhi NCR deliveries are completed within 4-6 days post shipment. Once we receive your order we make all attempts to deliver within the committed time, however, it might take longer than expected in some far to reach areas, due to poor logistics connectivity.

What in case I am not available when you deliver the merchandise?

  • Our shipping company will come again to your place. You should plan and coordinate the purchase in a manner that someone will accept the merchandise in absence of you. Our courier partners will do a total of 3 delivery attempts after which the product will be returned back to us.

What if only part of my order has arrived?

  • In some cases, some merchandise may not be ready to ship, and so we may ship a partial order of the merchandise which are ready to ship. The remaining merchandise shall be shipped as soon as it become available, but not later than 9 days from your order. If we are not able to ship the item within 9 days from your order, we will cancel the unshipped merchandise and shall inform you about the it.. For more details you can check the order status in My account section

What I do when my order arrives damaged?

  • If you find that the Cover is damaged before accepting the delivery, please refused the delivery and immediately inform to us.
  • Once you have accepted the delivery, and thereafter realized that the cover is damaged, then please feel free to get in touch with us within 2 days of receiving the Cover or merchandise except of a few merchandise we have a 10 days return / exchange policy. For more details please see our returns policy.

Can I book an order for delivery to more than one Address?

  • No, presently you cannot book delivery to multiple addresses on a single order.

How can I change my delivery address?

  • Yes, you may change the delivery address, only when we have not billed and shipped your order. You have to call customer care on +91-9811452024 or write to us onvian.label@gmail.com between 10.30 am to 6.30 pm (IST) – Monday to Friday (except public holidays) and may request for a change in delivery address. We will only be able to do so if the invoice has not been generated.

If suppose I am out of station for some days then can you hold my order?

  • You can call us at Customer Care to inform us about such situation, and we shall try to accommodate your instructions. But, we cannot hold your orders for shipment beyond 7 days from the date of the order.

What are the shipping charges and/ or if there is any additional charges for delivery?

  • We will charge for shipping unless otherwise specified. Our shipping charges are based on factors such as quantity of merchandise ordered, type of merchandise ordered, mode of payment and delivery destination. If you want more information, you can see our shipping policy. We do not charge additional for any Octroi amount levied on the delivery, so you need not make the payment to the delivery man for your order.

Does the ordered merchandise price include shipping charges?

  • Merchandise prices do not include shipping charges and tax on shipping charges. So, they include product cost and any governmental levies on the product cost e.g. VAT
  • The shipping charges and service tax on shipping charges will be added to your order amount on the billing page, after you have indicated the recipient’s shipping address. 

How can I Track out my Order?

What is the stipulated delivery time for an Order?

  • All orders usually ship within 3 to 8 working days after placing the order. However, sometimes orders get delayed due to stock not available or unavoidable conditions.

Who will pay charges for the return merchandise?

  • We do not provide reverse pick up services. The charges for return merchandise is borne by the buyer. 

What should suppose to do if the merchandise ordered reached to me in a damaged/defective condition?

  • If you feel that the package/ rapper is damaged before accepting the delivery of merchandise, then do not accept the delivery and immediately inform us about it.
  • If suppose you have accepted the delivery of merchandise, thereafter you known that the package is damaged, then you can contact with us within 48 hours of receiving the delivery. With an exception of a few merchandise we have a 10 days exchange policy. For more information please see our returns policy. Please see our shipping policy and returns policy for your reference.

How can I cancel my merchandise which was ordered to you?

  • You may cancel the order, before it is shipped.. For more details please refer our shipping policy and returns policy

What should I suppose to do if I get something different instead of what I had ordered?

  • We will take utmost care to your merchandise what you ordered. Rarely the orders mixed up. If you found the same you can contact us within 24 hours of receiving the delivery.

I am in India, but I am receiving a message that you do not deliver to my PINCODE, how can I order?

  • You can report and contact us on +91-9811452024 or write to us on vian.label@gmail.com between 10.30 am to 6.30 pm (IST) – Monday to Friday (except public holidays) and speak with our customer service representative. Or you can pass your message of your address and PINCODE on feedback page. We will reply to you within 3 working days.
  • Check the entered PINCODE. The pin code should be correctly mentioned.

How can I track my order when my order is in transport?

  • You can write to us on vian.label@gmail.com and we will get back to you with the status of order.

 

Privacy / Security related

What is your privacy policy?

  • Please refer our privacy policy

I am concerned about the security aspects related to typing out my credit card number online.

  • Be assured that we do not store your card details. When you enter the card details you are redirected to the. respective banks secure payment site. Bank exchanges the data provided by you with your card issuing bank through a Secured Socket Layer. Your card issuing bank authorizes or rejects the transaction, based on which we process or reject the order. At no point do we receive / store your card details. Please also refer Secure Shopping

 

Registration related

Is registration compulsory to me?

  • No, it is not compulsory to register to shop at Vian Label. If you are registering yourself then you will get the benefits of excellent service, checkout and a host of special privileges.
  • If you are without registering, you have to click on the ’continue as guest’ option on the sign-in/or register page during checkout.

Are my personal information secured?

  • You can see our Privacy policy and Secure shopping commitment.

Is there any charge for registration?

How can my registration expire?

  • Registrations do not expire. If your account is not activated for long time. We will suspend it or de-activate it, in which case, you can immediately contact our Customer Service Representative on phone to activate the account. We will reactivate your account after verification to confirm your identity.

Can you please explain the benefits for registration?

  • If you are a registered member you will get following benefits:
  1. Express Checkout - Sign in and proceed to checkout for quick ordering.
  2. Order History - Review details of your Order
  3. Address Book - Create and save addresses of your family & friends for faster check out.
  4. Exclusive offers - participate in exciting promos and festivals and may win fabulous gifts only as a First Citizen.

If suppose I have forgotten my Password?

  • We can retrieve your password for that you have to go to forgot password page, and enter your email ID registered with us. We will reply through email your password to your email ID.

If suppose I want to edit my personal information, can I do it?

  • Yes, you can do it. It can be done in the My account section under edit profile tab
  • But, you will not be able to modify your Title, Name, Gender, and Date of birth.

If I have forgotten my Login Id then?

  1. Date of birth
  2. First Name
  3. Last Name
  4. Address
  5. Past order number of an order placed from your login id, if any

Is email address mandatory when registering?

  • Yes. email ID is therefore required when you create an account on www.vianlabel.com