Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We can cancel or amend an order as long as it has not yet been submitted for fulfilment and because we often begin fulfilment within a few hours, the sooner you contact us the better. To request a change, email support@viltara.com with your order number and the details you'd like to update (such as delivery address or contact number). Please note that made-to-order items cannot be cancelled once production has started, and we cannot guarantee changes after 24 hours, as orders may already be processing. If your order has already shipped, please follow our Refund & Return Policy once it arrives.
How can I track my order?
How can I track my order?
Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number and a link to the courier's website. You can also log in to your account, go to My Orders, and select the tracking link for your order.
What if there is a problem with my order?
What if there is a problem with my order?
Please contact our team as soon as possible at support@viltara.com or through the Contact Us page. Include your order number and a short description of the issue so we can help you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
Some orders ship from different warehouses and may arrive separately. Check your shipping confirmation email to see whether items were sent in more than one parcel. If everything should have arrived together, or you have any concerns, contact us with your order number and we'll investigate and resolve it promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
If an item isn't the perfect match, you can return it for a refund within 14 days of delivery, provided it's unused and in its original condition and packaging. You can choose a refund to your original payment method or store credit. Please note that made-to-order items — including furniture, wall panels, and moss art — are eligible for store credit only on change-of-mind returns. To start a return, contact us at support@viltara.com and our team will guide you through the process.
How do I return an item?
How do I return an item?
Email us at support@viltara.com with your order number and the item(s) you'd like to return. Our returns team will confirm the correct return address, as this depends on the fulfilment centre nearest you. We recommend using a tracked service and sharing the tracking number with us. Once your return reaches our warehouse, we'll process it within 2–3 business days.
Who pays for return shipping?
Who pays for return shipping?
For change-of-mind returns, customers are responsible for return shipping costs, and original shipping charges are non-refundable. If an item is faulty, damaged, or incorrect, we cover all return shipping (see below).
My item arrived damaged or defective what now?
My item arrived damaged or defective what now?
We're sorry if something arrives less than perfect. Contact us within 30 days of delivery with your order number and clear photos of the issue. Once confirmed, we'll send a replacement at no cost to you and cover the return shipping for the affected item. Where a replacement isn't possible, we'll issue a full refund.
Shipping & Tracking
Where do we ship?
Where do we ship?
We ship worldwide. Shipping costs are calculated by destination and shown at checkout before you pay.
How long will delivery take?
How long will delivery take?
Orders are processed within 2–3 business days. After dispatch, items from your nearest warehouse typically arrive in 3–10 business days, while items from an international warehouse take around 7–20 business days, depending on your location. Pre-order and made-to-order items are produced on demand and may take up to approximately 45 business days to ship.
How much does shipping cost?
How much does shipping cost?
We offer free shipping on all orders over £100. For orders under £100, a shipping fee applies, calculated based on the items in your order and your delivery location, and shown at checkout before you pay. Heavy and fragile items may carry an additional surcharge and are not eligible for free shipping; any surcharge is displayed at checkout.
Where do you ship from?
Where do you ship from?
Our warehouses are located in the USA , Canada, Australia, Germany, Dubai, Hong Kong, and the United Kingdom. We dispatch from the location nearest you wherever possible. If your nearest warehouse is out of stock, we may ship from another location to keep your delivery on time.
Others
What if my shipping address is incorrect?
What if my shipping address is incorrect?
Please make sure your shipping address is complete and accurate at checkout. We can't take responsibility for packages lost or returned due to incorrect or incomplete address details. If you need to update your address after ordering, contact us immediately at support@viltara.com.
Where are you located?
Where are you located?
Viltara operates from a network of warehouses worldwide, with our registered address at 10 Burnham House, Chantry Close, Yiewsley, London, United Kingdom. As each customer is matched to their nearest fulfilment centre, please contact us directly to confirm the correct address before sending any returns.
I have another question how do I reach you?
I have another question how do I reach you?
We're happy to help. Email us at support@viltara.com or use the Contact Us page, and we'll respond as promptly as we can.