Shipping policy

All our products are handmade by our artisans in very small batches for our customers. This is how we can ensure the sustainability of production and the uniqueness of each item that is crafted just for you, while avoiding fashion waste.

Please note that the production time varies by product. Please feel free to reach us at support@vianeapolis.com if you would like up to date feedback from the artisan on production times. Via Neapolis's collection includes some highly unique pieces (e.g. handpainted, limited edition products) which require several weeks to be produced for you. 

Please be advised that the estimated delivery times provided are delineated in the product description for each item. However, it is important to acknowledge that the precise delivery time may be subject to variability due to factors beyond our direct control, including fluctuations in demand, delays in customs clearance, and other unforeseen circumstances. While we endeavor to provide accurate estimates, we cannot guarantee the exact timing of delivery. We appreciate your understanding and patience in such instances.

TAX AND DUTIES

Import duties and local taxes are all included at checkout. Indeed, all destinations are delivered on a DDP (Delivery Duty Paid) basis, which means you do not have to think about them. In fact, relevant import taxes and duties are processed by Via Neapolis once your order has been shipped. You do not have to pay any additional fee after checkout, and we will take care of the whole process.

For packages shipped in countries different from USA, Canada, Singapore, Taiwan and Hong Kong, the customer may be responsible for providing additional information or extra-payments for customs clearance. Via Neapolis is not responsible and will not issue a refund if the customer does not take care of package clearance when specifically required by the courier.

LOST PARCELS

If you still haven’t received your parcel within 5 days after being notified about its shipment (and receiving the tracking link), and/or if you cannot find any further updates on your tracking link, please contact us at support@vianeapolis.com and we will open an investigation with the courier. Please note that this may take up to 15 working days, after which you will receive the item or a refund.

PARCELS DELIVERED BUT NOT RECEIVED

If the tracking link shows that your parcel has been delivered to the address we have been provided during the purchase process (or later on), but you have not received it:

•   If other people live with you at the same address, check to see if they picked up the package or refused delivery.
•   If you live in an apartment building with concierge service, check to see if the package is with the concierge. Alternatively, please check with your neighbors in case the parcel has been delivered next door.
•   Please contact us at support@vianeapolis.com and we will open an investigation with the courier. This may take up to 15 working days.

Via Neapolis cannot reimburse or re-ship orders that were mis-delivered by the post office or stolen from a property, in case the proof of delivery provided by the couriers states that the parcel has been correctly delivered at the given address.