Frequently Asked Questions (FAQ)

1. Do you ship to my country and how much does it cost?

We proudly specialize in serving customers within the United States and the European Union (EU). To provide a seamless shopping experience, standard shipping is completely free for all orders delivered within these regions. The price you see on our product page is the final, all-inclusive price. You will not encounter any hidden shipping fees or surcharges at the final stage of your checkout.

2. What is "Delivered Duty Paid" (DDP) and will I have to pay extra taxes?

At Vaileudecor, we operate on a DDP (Delivered Duty Paid) model for all our international shipments. This means that we take full responsibility for all import duties, VAT, and customs clearance fees required by your local government. Unlike many other international shops, we guarantee that you will not be asked to pay any additional charges to the courier or customs authorities upon delivery. We handle the paperwork and the costs so you can simply enjoy your new furniture.

3. Which shipping carriers do you use and how can I track my order?

To ensure your handcrafted furniture arrives safely and in pristine condition, we partner with world-class logistics providers, including DHL, FedEx, UPS, DPD, GLS, and Hermes. Once your order is processed and dispatched from our warehouse, you will automatically receive an email containing a Tracking Number and a link to monitor your package's journey in real-time from our door to yours.

4. Are your products made of authentic natural wood?

Yes, they are. At Vaileudecor, we are committed to authenticity. Every piece in our collection is handcrafted from authentic natural wood, chosen for its durability and timeless aesthetic. We do not use cheap veneers or mass-produced plastic substitutes. Our furniture is designed to bring the warm, organic feel of the outdoors into your living space, ensuring a high-quality product that lasts for years.

5. Why does my product look slightly different from the photos on the website?

Since we use natural wood, no two pieces are ever identical. Variations in grain patterns, knots, texture, and color shades are inherent characteristics of real wood. These are not manufacturing defects; they are the "fingerprints" of nature that prove your furniture is genuine and one-of-a-kind. While the design and dimensions remain consistent, these natural unique markers ensure that the item you receive is exclusively yours.

6. What payment methods do you accept for my security?

We provide a highly secure and flexible checkout experience through Shopify Payments, which accepts all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. For added convenience and buyer protection, we also fully support PayPal, Apple Pay, and Google Pay. You can choose the method that makes you feel most comfortable.

7. How do you protect my personal and financial information?

Your security is our absolute priority. Our online store is Level 1 PCI DSS compliant, the highest industry standard for payment security. We utilize SSL (Secure Sockets Layer) encryption to protect all data transmitted during the checkout process. Furthermore, Vaileudecor never stores your credit card details or PayPal login information on our servers; all transactions are processed through encrypted, industry-standard third-party vaults.

8. What is your return policy if I simply change my mind?

We want you to love your purchase, but we understand if you change your mind. We offer a clear return window: 14 days for EU residents (as per the Right of Withdrawal) and 30 days for USA residents. To be eligible for a return, items must be unused, un-assembled, and in their original packaging. For "change of mind" returns, the customer is fully responsible for the return shipping fees to our designated logistics hubs in Germany or our regional partners.

9. What happens if my item arrives damaged or defective?

We take great care in packaging our furniture, but if an item arrives with confirmed manufacturing defects or damage sustained during transit, we will make it right. In these cases, Vaileudecor will completely cover all return shipping costs and provide you with a full refund or a replacement at no extra cost. Please notify us at support@vaileudecor.com within 48 hours of delivery, and include clear photo evidence of the damage and the packaging.

10. Where is Vaileudecor located and is it a registered business?

Yes, we are a legally registered and transparent entity. Vaileudecor is operated by Vaileu Limited Liability Company (EIN: 30-1329273), based in Miami, Florida, USA. For our European customers, we also maintain an authorized logistics hub in Germany to handle regional distribution, inspections, and returns efficiently, ensuring we comply with all local EU consumer laws.

Still Have Questions?

Our dedicated support team is ready to assist you:

  • Support Email: support@vaileudecor.com
  • USA Phone Number: +1 (323) 622-4915
  • Address: 111 NE 1st St, 8th Floor, Miami, FL 33132, United States.
  • Hours of Operation: Monday – Saturday, 7:00 AM – 7:00 PM (GMT-7, Mountain Time)
  • Email Response Time: We guarantee a response within 12 hours.