30-day return policy
Free delivery in the EU
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Find answers on your questions

FAQs about delivery

USPs

We deliver free-of-charge in the EU
We built strong partnerships with our suppliers, and share the benefits with our clients
Generous 30-day return policy
We understand mistakes happen, and our return policy reflects it
We ship to your door, fully insured (DAP customer premises)
Because you need your product, not worries or extra work

Approvals and quantities

All the orders submitted by purchasers are subject to approval. We reserve the right to review limit, or even deny orders at our own discretion within 3 days from order placement. This shall apply even if the purchaser has received the automatic the order confirmation email after the online purchase. In such cases, the purchaser will be informed via email of such decision and payments refunded.

Delivery conditions

Expected package transit times
Different products get shipped at different times - please consult the product page for further details. The following transit times only covers the transit times from our warehouse to you.
Example:
  • if on the product page it states Shipping in 10 working days
  • and you are located in Austria (where our transit time is 2 business days)
Then you can expect your goods to be delivered in approximately 10+2=12 working days.
Check expected transit time for your country
 

BREXIT UPDATE

At Visaya, we are working to ensure that your shopping experience gets affected as little as possible with the changes brought by Brexit.

How will Brexit affect ordering products?

You will be able to order products as usual if the minimum value of your order is 500€.

Will I have to pay more for delivery as a result of Brexit?

We will apply added shipping charges of 25€ to all orders shipped to the UK.

Will I have to pay customs duty on my order when it arrives in the UK?

We ship all of our products from Germany, therefore, orders shipped to the UK are treated as an export after Brexit. Please be aware that you will be responsible for the import procedure when your order arrives in the UK, including the payment of any applicable taxes and import duties. All the export procedure will be managed by Visaya.

Do you expect delays to UK deliveries?

We will be shipping orders to the UK on time as usual. However, there could be delays happening out of our control, such as those at borders or customs. We will keep you updated if this happens.

Please get in touch in with our support for more information.

Courier

We work only with best-in-class carriers to ensure smooth and sound deliveries. Most of our deliveries are fulfilled by TNT. Under certain conditions, we will also use UPS.
Incoterms
We ship to EU countries free of charge with Incoterms 2020:DAP Customer premises.
Pick-ups
Unfortunately, we cannot offer pick ups at this stage.
Partial deliveries
If you check the "Partial Delivery" box during checkout, your goods may be delivered with more than one shipment as they become ready in our warehouse. In some cases, this can help expedite part of certain orders.

Testimonials

Rated Great on
  • Jederzeit gut informiert über den Bestell- und Lieferprozess. Klasse.
  • Super Service, schnelle Lieferung.
  • Envío más rápido de lo esperado y producto perfecto.

Read these and more reviews on our TrustPilot page

About your order

Order status
Processing: We are waiting to receive your order from our supplier. In Distribution Center: Your order is in our logistic center, ready to be shipped.
Tracking
We will keep you updated on the progress of your order (see Order Status) until the goods reach our distribution center. Once we hand over your order to the logistic provider, you will receive a tracking number via email.
Issues with your delivery?
We put our best effort in providing complete, correct and reliable information to our clients, so that they can make informed decisions. However, there may be cases where the information such as stock or delivery time isn’t accurate; this could be due to many reasons (issues with inventory, delay in communications, genuine mistakes, etc.). Due to the unpredictable nature of these events, we cannot guarantee that all information will always be 100% correct.

In these cases, we appreciate your understanding and welcome your feedback. At Visaya, we pride ourselves on delivering outstanding customer service, and we will always go the extra mile to meet our clients’ expectations as well as fix issues as they arise.

Additional FAQs

Can I change my delivery address?
We can change your delivery address only if your order has not been shipped. Please contact us immediately to change the delivery address.
Do you ship outside the EU?
We ship to some countries outside the EU depending on particular circumstances, however this falls outside our standard processes. Please get in touch to discuss your particular needs.