FAQ

FREQUENTLY ASKED QUESTIONS

Orders

1. How do I place an order?

Simply select your items, add them to your cart and complete the secure checkout process.

2. Can I change my order?

Yes, if production has not yet started. Contact us as soon as possible.

3. Can I cancel my order?

Orders can only be cancelled before production begins.

4. Can I order as a gift?

Yes. Our products are perfect for gifting.

5. Will I receive an order confirmation?

Yes. You’ll receive an email immediately after your purchase.

6. Can I order multiple items?

Absolutely.

7. Can I use more than one discount code?

No. Only one discount code can be used per order.

8. Are your products made to order?

Yes. Every item is produced after your order is placed.

Shipping

9. Where do you ship?

We currently ship to the Netherlands, Belgium, Germany, France, Spain and Canada.

10. Do you offer free shipping?

Yes. Free shipping is available on orders over €100.

11. How long does shipping take?

Europe: 3–8 business days.
Canada: 5–10 business days.

12. Can I track my order?

Yes. A tracking email is sent once your order ships.

13. Why hasn’t my tracking updated?

Tracking may take up to 48 hours to activate.

14. Do you ship internationally?

Currently only to the countries listed above.

15. Will I pay customs fees?

Customs charges may apply outside the European Union.

16. My package is delayed. What should I do?

Please allow a few extra days and contact us if your order has not arrived.

Returns & Refunds

17. Can I return my order?

Yes. Eligible returns are accepted within 30 days.

18. Can I exchange my item?

Exchanges are generally not available because products are made to order.

19. What if my item arrives damaged?

20. When will I receive my refund?

Approved refunds are usually processed within 5–10 business days.

21. Who pays return shipping?

Unless required by law or due to our error, return shipping costs are the customer’s responsibility.

22. Can I return a worn item?

No. Returned items must be unused and in original condition.

23. What if I ordered the wrong size?

Please check our size guide before ordering, as made-to-order items generally cannot be returned for sizing mistakes.

24. What if I received the wrong product?

We’ll resolve the issue as quickly as possible.

Products

25. What materials do you use?

Material information is listed on each product page.

26. Are your products high quality?

Yes. We focus on premium materials and craftsmanship.

27. How should I wash my clothing?

Follow the care instructions provided on the garment label.

28. Will colors match exactly?

Minor variations may occur due to screen settings and production methods.

29. Are products sustainable?

Yes. We produce items on demand to help reduce overproduction.

30. Will sold-out products return?

Some items may return, while limited editions may not.

31. Do you release limited collections?

Yes. Selected collections are available in limited quantities.

32. Do you offer gift cards?

Gift card availability will be announced on our website.

Payments

33. Which payment methods do you accept?

iDEAL, Visa, Mastercard, PayPal, Apple Pay and Google Pay.

34. Is payment secure?

Yes. All payments are processed securely by trusted payment providers.

35. When is my payment charged?

Your payment is processed at checkout.

36. Can I pay in another currency?

Available currencies depend on your location and checkout settings.

Account & Support

37. Do I need an account?

No. You can also check out as a guest.

38. How do I contact customer support?

Email us at info@visionairsociety.com.

39. How quickly do you reply?

We aim to respond within 1–2 business days.

40. Where can I find your policies?

Our Shipping Policy, Returns & Refund Policy, Privacy Policy and Terms & Conditions are available on our website.

41. Do you collect personal information?

Yes, only as described in our Privacy Policy.

42. Can I unsubscribe from emails?

Yes. You can unsubscribe at any time using the link in our emails.

43. What if I entered the wrong address?

44. Can I report a problem with my order?

Yes. Please include your order number and photos if applicable.

45. How can I stay updated?

Subscribe to our newsletter and follow VISIONAIR SOCIETY on social media for new collections, exclusive releases and special offers.