Shipping, Returns & Order Policy

Shipping Policy

Shipping Rates

Standard Shipping (Estimated delivery: 14–20 business days)

  • Lithuania: €5

  • European Union: €14

  • Rest of the World: €30

Express Shipping

  • Lithuania: €5

  • European Union: €25

  • Rest of the World: €35

Please note that duties, customs fees, and local taxes are not included in the shipping cost and are the sole responsibility of the customer.

Once your order has been dispatched, you will receive a confirmation email with your tracking number.
Please ensure that a valid phone number is provided at checkout, as couriers may require it to complete delivery.

If you require faster delivery, please contact us as soon as possible. Priority processing may be available for select orders, including pre-order items.

Holiday & Christmas Delivery Notice

During Christmas, holiday periods, and promotional or sale events, order processing and delivery times may exceed the standard 14–20 business days due to increased demand and courier delays.

We appreciate your understanding and will keep you informed with updates regarding your order status throughout this period.

Return & Exchange Policy

Made-to-Order & Custom-Made Items

All Viela Clothing garments are made to order and custom-made, meaning each piece is handcrafted specifically for the customer.

For this reason:

All custom-made dresses, bridal dresses, and coats are final sale and are not eligible for return or exchange.

No exceptions are made outside of the sample item policy outlined below.

Sample Items (Eligible for Return)

Coat Samples

Coat samples may be ordered to review sizing, silhouette, and overall design before placing a final custom order.
These items are eligible for return, provided all return conditions are met.

Bridal Sample Dresses

Bridal sample dresses may be returned or exchanged within 14 business days of delivery, provided the item is returned in its original condition.

Bridal samples are available in a wide range of sizes and lengths to help you confidently determine the correct fit before placing a final order.

Important Return Notice

Only coat samples and bridal sample dresses are eligible for return or exchange.
All custom-made items, including bridal dresses and coats, are strictly non-returnable and non-exchangeable.

Return Conditions (Sample Items Only)

To qualify for a return, eligible sample items must meet all of the following conditions:

  • Unworn

  • Unwashed

  • Unaltered

  • Returned with all original tags attached

Return Timeframe:
Sample items must be returned within 14 business days from the date of delivery.

If we are contacted after the 14 business day return period has expired, we will not be able to accept the return under any circumstances.

Return Shipping:
Customers are responsible for all return shipping costs.
We strongly recommend using a tracked and insured shipping method, as Viela Clothing is not responsible for lost, delayed, or stolen return shipments.

Defective or Incorrect Items

If you receive an item with a defect or production error, please contact us at info@vielaclothing.com within 1–2 business days of receiving your order.

Your message must include:

  • A detailed description of the issue

  • Clear photos and/or video evidence

Claims submitted outside this timeframe may not be eligible for review.

Fit Issues & Measurement Accuracy

All garments are produced according to the measurements provided by the customer. It is the customer’s responsibility to ensure that all measurements are accurate.

Fit Review Process

If you experience a fit issue:

  • Contact us within 24 hours of receiving your item

  • Provide clear photos or a video for assessment

All alterations are carried out exclusively in our studio.
We do not reimburse costs for alterations performed elsewhere.

Any additional shipping costs related to fit adjustments are the customer’s responsibility.

Requests submitted after 24 hours may still be reviewed but are not guaranteed express handling.

Incorrect Measurements Policy

If incorrect measurements are submitted and result in an improper fit:

  • All shipping costs related to adjustments are the customer’s responsibility

  • Any required alterations will be completed at the customer’s expense

Viela Clothing is not responsible for costs associated with third-party tailoring or alterations.

If you are unsure how to take accurate measurements, please contact us before placing your order. We are happy to provide:

  • Step-by-step guidance

  • Measurement diagrams

  • Written instructions

  • Virtual consultations (upon request)

Bridal Dress Order Policy

Payment

All bridal dresses are custom-made and require 50% of the payment in advance before production begins.

Delivery

  • All bridal dresses are shipped via express delivery only

  • We will coordinate with you to determine a preferred delivery timeline and accommodate urgent requests when possible

Order Updates

We provide regular updates throughout the production process, keeping you informed from creation to dispatch.

Fit Confirmation

After receiving your bridal dress, you must confirm the fit within 24 hours.
If adjustments are needed, please submit photos or a video for review with our tailor.

We offer complimentary fit-related repairs; however, all shipping costs are the customer’s responsibility.

Returns

All bridal dresses are custom-made and non-returnable and non-exchangeable.
Only bridal sample dresses are eligible for return or exchange under the sample policy.

Refund Policy

Approved refunds are processed within up to 30 business days, depending on your bank or payment provider.

Contact Information

For any questions or assistance, please contact us at:
📧 info@vielaclothing.com
📧 vielaorders@gmail.com