Faq

1. ORDERS AND PAYMENTS

Q: When is my payment charged?

A: Your credit card is charged at the time you place your order.

Q: What payment methods do you accept?

A: We accept Visa and Mastercard. All transactions are processed through secure, PCI-DSS compliant payment gateways. We never store your full card details.

Q: Is my payment information secure?

A: Yes. All transactions are encrypted with SSL and processed through PCI-DSS compliant gateways (Shopify Payments, Stripe). We never store your full card details.

Q: How do I cancel or change my order?

A: If ordered during our business hours (Monday – Friday, 9:00 AM – 6:00 PM CET), you may cancel within 2 hours. If ordered after hours, you may cancel by emailing us by 10:00 AM CET the next business day, as long as the order has not yet been processed. Email info@vakant-design.com. After processing, please use our 30-day return policy.

2. SHIPPING AND DELIVERY

Q: How much is shipping?

A: Free shipping on orders totaling €150.00 and above. Flat rate €20.00 for orders totaling €0.01 – €149.99.

Q: How long does delivery take?

A: Processing takes 1-3 business days. Delivery takes 3-7 business days after processing. Total estimated time: 4-10 business days from order placement.

Q: Where do you ship?

A: We ship exclusively to addresses within Germany. We do not ship to P.O. Boxes, APO, FPO, or DPO addresses.

Q: What if my package is lost?

A: If your package has not arrived within 7 business days after the estimated delivery date, we will offer a replacement or full refund at no extra cost.

Q: Tracking shows "Delivered" but I did not receive it?

A: Please contact us within 3 business days. We will start a carrier investigation. If the package cannot be located within 5 business days, we will issue a full refund or ship a replacement at your choice.

Q: Do you offer holiday shipping?

A: During major holidays and peak shopping seasons, processing and delivery times may be longer than standard. We recommend placing orders at least 10 business days before your desired delivery date.

Q: What carriers do you use?

A: We use Hermes、DPD、GLS、UPS.

3. RETURNS AND REFUNDS

Q: How long do I have to return an item?

A: You have 30 calendar days from the date you receive your item to request a return.

Q: Can I return assembled furniture?

A: For furniture items that have been assembled, we cannot accept returns unless the item is defective. Please inspect all parts before assembly. If you discover a defect during assembly, stop immediately and contact us.

Q: What are the return eligibility requirements?

A: Items must be unused, unassembled, in like-new condition, with original packaging intact and undamaged. All parts, accessories, and assembly tools must be included. Items must be free from stains, scratches, pet hair, or odors.

Q: Who pays for return shipping?

A: For quality issues (defective, damaged, or wrong item): Java Vision provides a prepaid return label at no cost to you. For change of mind or other reasons: You are responsible for the actual return shipping cost (estimate provided before you ship). You may also arrange and pay for shipping yourself using a carrier of your choice.

Q: Is there a restocking fee?

A: No. Restocking fee: €0.00.

Q: How long until I get my refund?

A: We process refunds within 2 business days of return delivery. Your bank may take an additional 5-10 business days to post the credit to your account.

Q: Are sale items returnable?

A: Yes, unless clearly marked "Final Sale - Non-Returnable" on the product page. Gift cards and custom-made items are also non-returnable.

Q: What if I receive a defective or damaged item?

A: If your item arrives with a manufacturing defect or shipping damage, it is fully covered under our 30-day return window. Please inspect your item upon delivery and notify us at your earliest convenience, including photos of the damage. We respond to all defect reports within 1-2 business days.

Q: What if I receive the wrong item?

A: Contact us immediately. We will cover return shipping and send the correct item at no charge.