FAQ

Please contact our Customer Service department as soon as possible by email under the "Contact us" section.

You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your "Spam" inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact Customer Service at customercare@wiolas.com.

To cancel an order, contact our customer service at customercare@wiolas.com. We can cancel depending on time as all orders are handled in turn. If we do not have time to cancel the order, you can make a return. You still always have 14 days of open purchase, should you not be at peace with your chosen product.

Please make sure to email us within 24 hours from order confirmation if you need to make any changes to contact or shipping or information. Unfortunately we can't guarantee that changes can be altered once order is confirmed. Please email us at customercare@wiolas.com

We ship all orders from our atelier located in the north of Sweden. You will be notified in the order confirmation email if a part of your order might be shipped from our warehouse and you will receive one or more emails containing your tracking number once each package has left us.

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Yes, we deliver globally.

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Please note that we are not responsible for the calculations and charges of any additional customs fees/taxes charged by the transportation company. For more information about these potential added fees, kindly contact the transportation company directly or the customs in your country for more information before placing your order.

Domestic deliveries cost SEK . For orders over SEK , we offer free shipping.

International shipping costs are €. Please note that any additional taxes and fees added due to the country of destination are the customer's responsibility.

Yes, it is possible to choose a PO cabinet or pick-up box.

Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You must state your credit or debit card number along with its expiration date and the card security code on the page provided for this purpose. Payments via Paypal® and Apple Pay® are accepted. Swedish customers can also use Swish. All customers can utilize Klarna Payments options (Pay in parts, Pay later, Financing, or direct payment).

For any payment issues, please contact our Customer Care at customercare@wiolas.com.

Check the Return Policy Ensure that your item is eligible for return. Items must be returned within 14 days of receiving your order, in their original condition, unworn, with tags attached, and in the original packaging. Contact Customer Service Before returning your item, contact Wiolas Ateliér Customer Care at customercare@wiolas.com. Provide your order number, the item(s) you wish to return, and the reason for the return. Our customer service team will provide you with return instructions and a return authorization. Prepare Your Return Once you have received return authorization, securely pack the item(s) in the original packaging. Include the original packing slip or invoice in the package, indicating which item(s) are being returned. Ship the Return Send your package to the return address provided by our customer service team. We recommend using a trackable shipping service to ensure that your return is delivered safely. You are responsible for the cost of return shipping unless the item is faulty or incorrect. Refund Processing Once we receive and inspect your returned item, we will process your refund within 10 business days. Refunds will be credited to your original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider. Exchange If you wish to exchange an item for a different size or color, please contact customer care. We will check availability and provide further instructions. If you have any questions or need further assistance, please do not hesitate to contact our customer care team at customercare@wiolas.com. We are here to help.

We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.

By taking advantage of pre-access, you can enjoy shopping exclusive WIOLAS collections and special sales before anyone else. Notification Once pre-access begins, you will receive a notification via email, informing you that you can start shopping the exclusive collection or sale.

Pre-orders allow WIOLAS customers to purchase items before they are officially released or restocked. Placing a Pre-order: Customers can place a pre-order by selecting the desired product and completing the checkout process, just like a regular purchase. Your payment method will be charged at the time of placing the pre-order to secure the item. Confirmation After placing a pre-order, you will receive an order confirmation email with the details of your purchase and the estimated delivery date. Updates If there are any changes or delays in the production or shipping process, you will be notified via email. We strive to keep you informed about the status of your pre-order. Cancellation You can cancel your pre-order before it ships by contacting our customer service team. Please note that cancellations are only allowed within a maximum of 3 weeks after the order is placed. After this period, cancellations will not be accepted. However, please check our specific cancellation policy for pre-orders, as terms may vary.

To make it easier to find the right size, you can use our size chart. If you are still unsure, you can contact our customer service at customercare@wiolas.com.

We are restocking some of the garments. So please subscribe to our newsletter for the latest news. You can also enter your email address under the "Notify me when the size is back in stock" option, and we'll send you an email as soon as it's available.

Currently, this feature isn't available, but you'll soon be able to send personalized gift messages.