FREQUENTLY ASKED QUESTIONS
How do I personalize my iPhone case with text in the center? Can I place a quote on my item?
Right now, we only offer personalization on Line 1 (top right corner) and an emoji above the logo on our website. If you are looking to personalize your case beyond these restrictions, please follow the checklist below.
1) Place a non-personalized order on our website for the product you are looking for. Please make sure that you have the correct size case (6/6S versus 6/6S Plus) as we can not do exchanges or returns on personalized items. All 6 cases fit a 6/6S and all 6 Plus cases fit a 6 Plus/6S Plus.
2) Hit "Reply" on your order confirmation. Please include your order number and the original content of the e-mail in your reply!
3) Tell us what you would like on your case and the placement of it. Image references are always helpful. Please note that we allow up to 10 characters of text, punctuation, and spacing. Due to extremely high demand for longer personalization, only one line and one emoji are applicable for free personalization. Personalization beyond this is an additional $25 and adds 3 to 5 business days to your order process. We can only stamp the emoji, fonts, and foil colors shown on our site due to the unique nature of our stamping.
You will receive a reply within 24 hours, notifying you that we have received your request and your order will be processed.
Do you make iPhone 5/5S cases?
If I buy something using a discount code, can I return it?
No. All items purchased with a discount or promotional code given by VIANEL NEW YORK are not eligible for a return or exchange.
If you are sold out of something but your retailer has it in stock, how do I send it to you to personalize it?
To personalize an item from one of our retailers, please follow the instructions below:
1) Place an order with one of our retailers and ship to our attention, as listed below
ATTN: VIANEL NEW YORK
39 W 14th Street, Suite 407
New York, NY 10011
2) E-mail us with a tracking number for your order, a return shipping address, and a personalization request.
3) Please note we can not ship exotic skins (lizard, crocodile) internationally, even if it is sent in from a retailer.
4) We will confirm that we received your request. We will let you know when the item is delivered to our office. It will take 5 to 7 business days to process your personalization, just as it would if you placed the order through our site. You will receive tracking once it is available.
I bought something with personalization and it doesn't look like I thought it would–what can I do?
All personalized items are hand-stamped using brass-cut die and hot stamping foil. No two stamped items will look the same due to natural variations in this process.
Stamping foil on a naturally textured skin may allow for minor "cracks" or imperfections in the stamping. If you are concerned about this aesthetically, we recommend purchasing only calfskin items, which allow for the foil to lay as flat as possible. We will not do returns or exchanges on any personalized items, so please be aware of this prior to purchasing.
Do you ship internationally?
Yes, we do! We can ship all calfskin, suede and ostrich products outside of the United States. Due to U.S. Fish and Wildlife regulations, we can only ship lizard and crocodile domestically. Our international shipping fee only covers the cost of mailing the product. It does not cover duties or taxes applied to your importing of goods purchased on VIANELNEWYORK.COM.
Can I get my personalized product the same day I place my order?
Yes and no. All VIANEL products are hand stamped using a hot stamping machine and brass-cut die, which can only be done by a skilled specialist. All orders are stamped in our New York studio two times a week. Based on our stamping schedule, demand for product, and inventory, we give a 5-to-7 business day turnaround time for all personalized orders.
If you happen to place an order on the day our stamper comes in, your order will be mailed out the next day. We do not rush orders–all orders are stamped based on the date the order is placed. If you need a time sensitive gift, please call our New York studio at (212) 273 3724 and we can try to accommodate you as best we can.
Do you have a storefront where I can see the products?
Currently, we do not have a VIANEL store. You can see a list of our retailers here. We do allow appointments at our New York showroom. If you would like to come by, please call (212) 273 3724 for available times!