FAQs

ORDERING

Do I need to have an account to place an order?

No, you can place an order as a guest. However, creating a HomeVienne account gives you access to several benefits:

• Faster checkout

• Easy access to your order status and order history

• Updates about new arrivals, special offers, and promotions

What should I do if I forgot my password?

On the login page, click “Lost Password?” You will then be redirected to a page where you can create a new password.

What if I entered the wrong email address?

Please contact our customer service team as soon as possible. We may be able to update your email address, name, or shipping address before your order is processed. However, we cannot change an order after it has already been processed or shipped.

Are there any exchange rates?

All transactions on HomeVienne are processed in U.S. Dollars. If your credit card is issued in another currency, your order total will be converted according to the exchange rate used by your card issuer on the date the transaction is processed.

What payment methods do you accept?

We accept major credit cards, including Visa, Mastercard, and American Express, as well as PayPal payments.

We do not accept personal checks, money orders, direct bank transfers, cash on delivery, or other payment methods that are not available during checkout.

How secure is my online order?

Your security is important to us. When you place an order using your credit card, your payment information is entered on a secure SSL-encrypted webpage.

Your payment details are transmitted directly to our payment provider for authorization and approval. HomeVienne does not store your complete credit card information on its servers.

Can I change or cancel my order?

We may accept or decline an order, in whole or in part, at our discretion, even after an order confirmation has been sent or payment has been authorized.

If your payment has already been authorized and your order is canceled, the payment will be refunded to the original payment method.

Any cancellation made after an order has been placed may be subject to a cancellation fee of 30% of the total order price.

Orders that have already been packed or shipped cannot be canceled.

How should I enter my shipping address?

Please enter your shipping information in English, including all letters, numbers, and punctuation marks.

To avoid delivery problems, please make sure your address is complete and accurate before submitting your order.

Can I change my shipping address after placing an order?

Please contact us as soon as possible if you need to correct your shipping address.

Once your order has been processed or shipped, the shipping address usually cannot be changed. We recommend using a residential or permanent address instead of a temporary vacation address.

When will my order arrive?

Delivery time depends on the shipping method selected at checkout.

After your order has shipped, tracking information will be sent to you by email. Tracking information may take approximately 24 hours to become active.

Delivery times may be affected by customs processing, weather, holidays, carrier delays, or other circumstances outside our control.

How can I track my order?

Once your order has shipped, HomeVienne will send you an email containing your tracking number.

Tracking information is usually available within 24–48 hours after shipment. You can use the tracking number to follow your package through the carrier’s website.

Can I use multiple discount codes on one order?

Unless otherwise stated, promotional codes and discount codes cannot be combined with other promotions or discounts.

What should I do if an item is missing from my order?

Please contact HomeVienne customer service as soon as possible if an item is missing from your package.

Please provide your order number and a description of the missing item so that we can investigate the issue.

SHIPPING AND CUSTOMS

When will my order be processed?

Orders are processed Monday through Friday.

Orders are generally processed within 2–3 business days after payment is completed. Orders placed during holidays, promotional periods, or busy seasons may require additional processing time.

Once your order has been processed, it will be shipped according to the selected shipping method.

If you have not received shipping confirmation within 5 business days after completing payment, please contact our customer service team.

How will my order be shipped?

Orders are shipped using the shipping method selected at checkout.

For available shipping methods, delivery estimates, and shipping charges, please visit our Shipping Terms page:

https://homevienne.com/pages/shipping-terms

Will I be charged customs duties or taxes?

Prices displayed on HomeVienne are shown in U.S. Dollars and may not include customs duties, import taxes, or other local charges.

Depending on your destination country, customs duties, import taxes, or related fees may be charged when your package arrives.

Any customs charges imposed by your local government or customs authority are the responsibility of the customer.

HomeVienne is not responsible for delays caused by customs processing. For more information, please contact your local customs office.

Is my order eligible for free shipping?

Free shipping is available for orders that meet the minimum purchase amount shown on the website.

Free shipping may not apply to discounted products, sale items, oversized items, or overweight items.

Eligible orders are generally shipped using economy or standard shipping.

RETURNS

How do I return an item?

If you are not satisfied with your purchase and would like to return an item, please contact HomeVienne within 30 days of receiving your order.

Please provide your order number and the reason for the return.

Our customer service team will review your request and provide further return instructions if the return is approved.

Returned items must be in their original condition, unused, and with the original packaging intact.

Some items may be final sale and may not be eligible for return. Please review our Refund Policy for more information:

https://homevienne.com/pages/refund-policy

Will HomeVienne cover return shipping costs?

Unless an item is defective, damaged, incorrect, or missing, return shipping fees and other return-related expenses are the responsibility of the customer.

Please contact our customer service team before sending any item back.

What if I received a defective, incorrect, damaged, or missing item?

Please contact us within 7 days of receiving your order.

Please include:

• Your order number

• A description of the problem

• Clear photographs of the item

• Photographs of the packaging and shipping label

• Any other relevant information

Our customer service team will review the case and work to provide an appropriate solution, such as a replacement, refund, or other available resolution.

How long does the return process take?

After we receive your returned item, the return may take up to 14 business days to process.

Once your return has been reviewed and completed, we will send you a confirmation email.

When will I receive my refund?

Approved refunds will be issued to the original payment method.

For credit or debit card payments, the refund is generally sent to the card-issuing bank within 7–10 business days after the returned item or cancellation request has been processed.

The time required for the refund to appear on your account depends on your bank or card issuer.

If you have not received your refund, please contact your bank or credit card company first. If the issue continues, please contact HomeVienne customer service.

CONTACT HOMEVIENNE

For questions about your order, shipping, returns, or any other issue, please contact us:

Email:homevienne@help-contactus.com

Website: https://homevienne.com

We are happy to assist you and will respond as soon as possible.