I. Placing an order

1/ Can I preview and make changes?

Yes, we will send you a preview within 1 business day, and you're free to make revisions until you're satisfied.

Please note that we will send the preview via email. If we don't receive a response from you within 24 hours, we will proceed with production to ensure timely delivery. At that point, changes cannot be made. So please keep an eye on your email!

2/ Do i need an account to place an order?

No, you can place your order as a guest, using your email address and other required information. Please make sure that your contact details are correct because we will keep you updated with your order via your email address.

3/ Do you accept personal requests for specific designs?

Absolutely! Feel free to share your specific design requests with us via email support@vicilo.com. We're here to bring your ideas to life.

4/ How can i change or remove items in my cart?

After you add your item to the cart, there is no option to modify its design. Therefore, if you want to change any information, please remove this item and create a new design again.

To remove an item from your cart, you can either enter your wanted number in the quantity box or simply click on the button "Remove".

5/ Are these products suitable for any occasion?
Create a unique gift for your loved ones (spouse, father, mother, sister, friends, him, her) with a beautiful poster or canvas featuring their favorite song lyrics, images, and personalized messages. Crafted to perfection, these gifts add a special touch to occasions like birthdays, anniversaries, weddings, Christmas, Father's Day, Mother's Day, and more.

II. Payment

1/ What payment methods do you accept?
Our payment methods include:
- Credit, debit, and prepaid cards
- Paypal
You can click on the link below to get more information: https://vicilo.com/pages/payment-methods.

2/ How secure is my payment?
We completely understand that the privacy and security of your online transactions are your biggest concern. At Vicilo, we assure you that your personal details are kept safe and your credit card information is not stored on our servers.

We verify each transaction with the credit company and only process orders after the credit company authorizes them. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

On credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and Paypal offer buyers the protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.

3/ What is the security code?

Credit and debit cards have a security code for additional protection. For most cards, it will be a 3-4 digit number on the back of the card. For American Express cards, you can find it on the front side of the card.

4/ Is my credit/debit card charged as soon as I order a product?
Yes, your payment is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a debit on your statement.

5/ Why was I charged twice?
You should pay once for an order with us. If you are being charged a second time, please reach out to us with your order number and a screenshot of the transactions. Our finance team will check and complete our investigation soon.

If you pay through Paypal, the second amount might be a pre-authorised charge from PayPal and it will eventually fall off your account. We highly suggest contacting PayPal to turn off or remove the pre-authorized setting in your account.

It may also be a pending transaction when paying by credit card. It appears on your bank statement along with the real payment and will disappear within a few business days.

Please reach out to us if you do not see any changes on your account within 5 - 7 business days and we will help to check it out.

6/ What should I do when my payment is declined?
Please try to check your payment information to make sure that your card number, expiration date and billing address are completely correct. You should try to enter the information again if you have changed them recently.

We recommend that you contact your bank or credit card company to ask for the reason why the transaction fails. Your request should be solved within 24 hours by your bank.

III. Modification and cancellation

1/ Once my items are placed, can i make any changes to my design?
If you change your mind about your purchase, please send us an email to support@vicilo.com and provide your order number and the modification you would like to make. We’ll confirm once the modification has been made.

Please note that your order is only eligible to be modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be modified.

To learn more about our Cancellation & Modification policy here: https://vicilo.com/pages/cancellation-modification

2/ Can I add more items to my order?
You cannot add more items to an existing order after checkout. Please create a new order if you're interested.

3/ Can I modify my shipping address?
If you want to change your shipping address, please send us an email to support@vicilo.com and provide your order number and the new address you would like to update. We’ll confirm once the modification has been made.

Please be aware that changes to your shipping address can only be made within 02 hours of placing the order or from the time you confirm the design via email. Once this period has elapsed, the order will be locked for processing and can no longer be modified.

4/ Can I change my billing address?
Due to security reasons, we are unable to edit the billing address. Please don't worry, as long as the shipping address is correct, the order will be delivered accordingly. Also, we will not be including the billing details when we pack the order.

5/ How can I cancel my order or part of my order?
If you change your mind about your purchase, please send us an email to support@vicilo.com and provide your order number. We’ll confirm once the cancellation has been made.

Please note that your order is only eligible to be canceled within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled.

6/ How long does it take to get my money back from a canceled order?
You will receive a refund confirmation when we finish the cancellation process. After that, please kindly wait for about 7-12 days to get your money back into your account (depending on various banks).

7/ What if the product is ordered incorrectly?
In case of any mix-up, please send us an email to support@vicilo.com with the following information: order number and your request.

Please note, however:

For items requiring a preview approval, we will send you a preview within 1 business day. You have the right to make any edits free of charge. Once you confirm your approval, it cannot be canceled as it will have entered production.

For orders with automatic verification, your order can only be canceled or edited within the first 2 hours of placing it. After that period, the order will be locked for processing and cannot be canceled or modified.

We typically DO NOT accept refunds or replacements due to customer's mistakes such as:

Incorrect selection of sizes, designs, colors, etc.

Failing to preview the design carefully to see if it's well set.
+ In cases where automation cannot be applied to printing files, we will send you a preview via email within 1 business day for your review and feedback.
+ In situations where printing files are automatically generated, they will mirror the preview on our website exactly.

Therefore, kindly review your order carefully before making a payment or confirming via email to ensure the accuracy of your order.

IV. Tracking order and shipment

1/ How can I find my order number?
Your order number can be found at the top of your confirmation email. Please check your inbox, including your spam folder, for your confirmation email.

If you still cannot locate your confirmation email, please send us an email to support@vicilo.com, we will help you to find out your order number right away."

2/ Why didn't I get an order confirmation email?
You should receive an email with order confirmation shortly after completing your purchase. 

If it does not exist in your inbox, please kindly check the spam folder of the correct email address associated with your order. Sometimes our email is flagged incorrectly, leading it to go to your spam box. You can open our email, mark it as important and flag it as “Not spam” to avoid the same issue happening again. Also, please add the email support@vicilo.com to your contact list in your account so that our emails would go through afterwards.

In case you can not find your order confirmation email in your junk box, please feel free to let us know via our email or help widget, we would be delighted to assist you further.

3/ Where is my tracking number?
When your order is fulfilled, we will send you an email to inform you about your tracking number so that you can follow the package all the way home. The majority of orders are produced and shipped out within 7-15 business days. For further details, please visit our article: https://vicilo.com/pages/shipping-policy

If you do not find any emails with the tracking number in your inbox or spam folder after 7-15 business days since your purchase, please kindly reach out to us via email support@vicilo.com for further help."

4/ How much does shipping cost?
The shipping cost depends on your location. It will appear at checkout. 

5/ What shipping carriers do you use?
Most of the orders will be handled and delivered by USPS and UPS. Other shipping partners are DHL, Fedex. Depending on your location and products, we use different couriers to ensure that your order would reach you in the shortest possible time.

6/ From where are your products shipped?
All of our products are made and shipped from the US.

7/ Do you offer free shipping?
Normally, we do not provide free shipping. However, throughout the year, we offer promotional periods with discounts or free shipping on special occasions. Please subscribe to our email newsletter to receive updates on products and the annual discount events.

8/ When can I expect to receive my order?
Orders typically arrive after 7-15 business days. Different types of products will lead to the variety in shipping and production time. To see the estimated shipping time for your order, please visit our Shipping policy on the link below: https://vicilo.com/pages/shipping-policy 

9/ Why is my tracking number not working?
Please do not worry when your tracking number has not updated yet. The tracking typically updates as soon as it reaches the next facility, and shipping carriers normally take 3-5 business days to scan your package. If the tracking number is still not working after 14 business days, please contact us via support@vicilo.com, we will give further assistance immediately.

10/ What should I do when my tracking says delivered but i’ve never received it?
We are sincerely sorry to hear that you have not received your package as indicated. Please kindly try these steps to locate it:
- Check if the shipping address on your order confirmation is correct.
- Check your mailbox again and ask if your family members or neighbors have accepted the item on your behalf.
- If you are unable to find your package, please kindly contact the local post to ask the postman about your package. 

After doing the above steps, if you are still clueless about your order, please reach out to us at support@vicilo.com. We would be happy to give further advice on this matter."

11/ Why is my order returned to the sender?
Possible reasons for your package being returned to the sender might include, but not be limited to:
- Your shipping address is incorrect/insufficient.
- The addressee refuses the shipment.
- The receiver has moved without providing a forwarding address.
- Unsuccessful delivery after several attempts.

A "Return to Sender” package will be ineligible for redelivery and will be disposed of once it reaches the carrier’s warehouse.

In case your shipping address is correct after careful checking, please do not hesitate to contact us via our email support@vicilo.com. We will take care of the rest for you!

12/ The post office provided a notice that the package was lost in the mail
We will be happy to replace and reship the order that was lost in the mail or refund your order. Please contact us at support@vicilo.com and we will take care of the issue.

13/ The package was delivered to the incorrect address.
If a package is returned to us due to an incorrect or incomplete address, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mile carrier, we will notify you by email.

Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.

If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.

V. Replacement & Refund

1/ What If The Item(s) I Received Are Defective/ Incorrect/ Damaged?
If your items are defective or damaged, just send us an email at support@vicilo.com

We will:
Give you 100% Refund as it's totally our fault.
Or send a new one to your address (will take only 1 - 5 business days). 100% Free. You don't even need to pay any extra cost.

You can check the Replacement & Refund policy here https://vicilo.com/pages/cancellation-modification

2/ How can I request a replacement/refund?
We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store. If there is any problem with the item you received. Please send a photo of the defective item to us at support@vicilo.com within 30 days since the delivery day. We’ll make it right!

Learn more about our Cancellation & Modification policy here: https://vicilo.com/pages/cancellation-modification

3/ When can I expect to receive a replacement?
Your replacement follows the same timeframe as the normal order.
You can check the Shipping policy here: https://vicilo.com/pages/shipping-policy
And Cancellation & Modification policy here: https://vicilo.com/pages/cancellation-modification

4/ Do you accept returned/ exchanged items?
Due to hygiene reasons and the fact that our products are customized, we DO NOT accept returned/ exchanged items. Please contact us at support@vicilo.com if the item you received has a problem.

5/ Is there a warranty?
Please be reminded that our warranty policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since you received the order, unfortunately, we can't offer you a replacement or refund.

6/ When can I expect to receive a refund?
You will receive a refund confirmation when we finish the refund process. After that, please kindly wait for about 7-12 days to get your money back into your account (depending on various banks).

VIII. Additional support

1/ How can I contact your customer service?
Your complete satisfaction is our responsibility. Please contact us via our email support@vicilo.com or send us your messages at https://vicilo.com/pages/contact-us. We’re always here to get your concerns and issues sorted out. 

2/ Do you have a call support number?
Unfortunately, we do not provide call services at the moment. Please no worries, just drop us a line at any time to our email support@vicilo.com or enter your email address and questions here https://vicilo.com/pages/contact-us. We will get back to you as soon as possible.

3/ How can I report a site error?
We always want to bring you the happiest shopping experience and would be delighted to hear your feedback and comments about our site. If you are encountering errors about pricing, site glitches or any other trouble with our website, please let us know by sending an email to support@vicilo.com.

Please kindly provide us with as much information as possible and allow us a few hours to complete our investigation and fix the error for you.

Thank you so much for your help!

4/ What should I do to report an intellectual property infringement?
As a user-generated content platform, we take infringing content concerns seriously. We truly appreciate that you are taking the time to report a suspected violation. In order to place a formal complaint, please follow the instructions on this page: https://vicilo.com/pages/intellectual-property-claim