FAQ
Got a question about your order? You'll probably find the answer below — and if not, our support team is just an email away.
Placing an Order
How does ordering work?
Browse our collections, pick the product you want, and add it to your cart. Checkout only takes a minute and is fully secure.
Can I cancel after I've ordered?
Yes — free of charge, as long as it's within 12 hours of placing the order. Once an order has shipped, it follows our regular return process instead.
Shipping
Is shipping free?
Yes, every order shipping to the United States ships free, with no minimum spend needed.
When will my order arrive?
Orders placed before 12:00 PM EST start processing that day; anything after moves to the next business day.
Processing usually takes 1–3 business days (Monday–Friday).
Once it's packed and handed off to the carrier, transit typically runs 5–7 business days (Monday–Friday), depending on your location.
All together, expect 6–10 business days (Monday–Friday) from order to delivery.
Do you ship internationally?
Not yet — we currently ship within the United States only, with international shipping planned for the future.
Will I get a tracking number?
You'll get a shipping confirmation email with tracking as soon as your order goes out. You can also check its status anytime on our Track Order page.
No tracking info within 3 business days, or a tracking link that isn't working? Email support@viskana.com and we'll help sort it out.
My order shows as delivered, but I don't have it — what now?
First, check around your property and ask any neighbors who might have taken it in. Still no luck? Contact support@viskana.com within 7 days and we'll investigate and get it resolved.
Returns & Exchanges
What's your return policy?
You've got 30 days from delivery to return an item.
It needs to be unused and sent back in its original packaging.
For change-of-mind returns, return shipping is on the customer.
Full details are on our Returns & Refund Policy page.
How do I return something?
- Send an email to support@viskana.com including your order number and the reason for the return
- Our team will get back to you within 24 hours with next steps
- Repack the item carefully, using the original packaging where possible
- Send it to the return address listed below
Dephna House
7 Coronation Road
Launchese
London
NW10 7PQ
United Kingdom
- Once it arrives, we'll process your refund or exchange within 7 business days
We'd recommend shipping with tracking — we're not able to take responsibility for returns that get lost along the way.
Can I exchange for a different design instead?
Definitely. Email support@viskana.com with your order number and the design you'd like instead. If there's a price difference, we'll either charge or refund the difference accordingly.
What if my order shows up damaged?
Email support@viskana.com within 30 days with your order number and a photo of the damage. We'll send a free replacement or issue a full refund — your call — and cover the return shipping ourselves.
What if I got the wrong item or something's missing?
Contact support@viskana.com as soon as you notice. We'll fix it at no cost to you, including any return shipping needed.
When do refunds get processed?
Once we receive and inspect your return, your refund is processed within 7 business days, back to your original payment method. You'll get a confirmation email once it's issued — your bank may take a bit longer to show it on your end.
Contact Us
If you have a question, need help with an order, or just want to say hi, we are an email away!
Email: support@viskana.com
Customer Support Hours:
Monday through Friday, 8:00 AM – 6:00 PM EST
We operate during standard US business hours and aim to respond to all inquiries within 24 hours.
Company Details
ECOMMERCE CMPNY LTD
Dephna House
7 Coronation Road
Launchese
London
NW10 7PQ
United Kingdom
Company registration number: 14737277