FAQs
My account
I forgot my login ID and/or password
Select "forgot password" in the account login. Enter the e-mail address registered for your Viscata account on our website and a link to reset your password will be e-mailed to you.
How do I update my account information (Shipping Address)?
Log-in to your account at the top of the page. Under “Account Details“ click on “View addresses” there you can add, edit, delete or update your address/shipping information.
Where is my order?
You can track your order in your profile page or in the email shipping confirmation we send you.
Is my order insured against Loss, Damage and Theft?
Yes, you can contact us at support@viscata.com in the unfortunate case that they arise and we will review for approval for a reorder or refund within 1 business day.
- If your order is marked as delivered and you did not receive it (Stolen):
Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered.
- If your order is stuck in transit (Lost):
(US) - Issues can be approved no earlier than 7 days and no later than 30 days from the last shipping update.
(International) - Issues can be approved no earlier than 20 days and no later than 30 days from the last shipping update or 60 days from order date
- If your order is Damaged:
File issues for damaged items with photos of the package and item
(required) and no later than 15 days from when it was marked delivered.
Can I cancel an order once it has been placed?
In an effort to get our shipments to our customers as quickly as possible, but if you send an immediate email to support@viscata.com we might be able to make the change for you.
Shipping
How do I place an order on your website?
Add product to your cart. When you're ready to checkout, confirm your order details. Enter your billing and shipping information, and specify the type of shipping for your order. Re-confirm your order. That's it, you're done!
How much do shipping and handling cost?
All orders include FREE Standard Shipping in the continental USA.
Shipping for international orders is calculated at checkout, including duties and taxes.
If any shipping charges are applicable they will be automatically calculated at checkout and will vary depending on the number of items purchased, where your order is being shipped and the type of shipping chosen. Please review the order total before confirming your purchase.
When can I expect my order to arrive?
In most cases, your order will ship the following business day Monday-Friday.
Once your order has been shipped, you will receive your tracking number via e-mail. Please allow up to 5 to 9 business days for domestic orders to arrive and up to 25 days for international orders.
Does Viscata ship to P.O. Boxes or Military APO/FPO addresses?
Yes via USPS.
Can I order from your website if I live outside of the U.S.?
Yes. We ship worldwide! Your shipping and duties are calculated at checkout.
Note: Duties and taxes may vary considerably depending on shipping
Can I return my order if I live outside of the U.S.?
Yes, but please note that Viscata cannot refund international shipping costs at this time. Also, you will have to arrange the return and cover any associated shipping fees.
If you have any questions, please contact support@viscata.com.
Returns and exchanges
What is your exchange/return policy?
We hope you love our shoes. But sometimes, things don't work out. That’s why we accept unworn, unwashed and unaltered items purchased directly from Viscata that we receive within 30 days of your order date.
These are your return options:
- Exchange:You can exchange your shoes for the size or model that fits you best. As long as you get them back to us within 30 days of purchase, we’ll exchange them for you for free and you will receive a discount compensation. Make sure that you send them back in their original box and in good condition and we’ll do the rest. Keep in mind that if your exchanged item goes out of stock before your original order is scanned via the carrier, you will receive a refund instead.
- Return Shopping: This allows you to exchange your item directly on our website for the model you like with an extra discount.
- Site Credit: You can also request a refund in the form of a gift card of the total value of your order + a discount gift card.
- Refund: If you choose to opt for a refund and the shoes are still in perfect condition, you will have 30 days to return them.
Please note: All items purchased on sale are final. If you decide to return, we can only offer a gift card to use in future purchases.
If you have any other questions regarding international shipments, damaged items or anything else, simply drop us a line via our friendly support team at support@viscata.com.
How do I return my order?
You can start the whole process by visiting our online returns center where you can print a shipping label and drop it off at the carrier listed. You will receive an email confirmation as soon as your return has been processed..
How soon will I receive my refund?
Once your items have been dropped off in the mail, if you’re entitled to a refund, it will be initiated immediately. We know you’ll want your money back as quickly as possible, but please be patient. It could take up to 2 business days for your refund to be processed by your bank.
How do I exchange my order?
The best place to start is by visiting our online returns center where you’ll be able to exchange your purchase for a different size or product. Your new product will be shipped to you as soon as you send it in the mail. Just a little side note, if your exchange item goes out of stock before your original order is scanned via the carrier, your original order will be refunded. Exchanged items are processed once the returning items are received - not any time beforehand. If you wish to exchange for a completely different item, please contact support@viscata.com and they will help you get your exchange for free.
When will my exchange order ship?
Once your return items have been dropped off in the mail, your exchange order will be placed and you will receive an email confirmation. If your exchange item goes out of stock before your original order is returned at a Return Bar or scanned via the carrier, your original order will be refunded. Exchanged items are processed once the returning items are received - not any time beforehand.
What happens if the shoes I received are defective or wrong?
If your shoes are defective or if you received the wrong shoes, please send a picture to support@viscata.com and they will ship a replacement to your home as soon as possible. Our friendly customer service will let you know if you need to return the product (at no cost to you).
Can I return my order if I live outside of the U.S.?
Yes, but please note that Viscata cannot refund international shipping costs at this time. Also, you will have to arrange the return and cover any associated shipping fees. If you have any questions, please contact support@viscata.com.
Payments
What forms of payment do you accept?
We accept major debit and credit cards, as well as Paypal, Amazon Pay and Google Pay.
Sizing
Do Viscata shoes fit true to size?
Yes, we fit true to size, however, for the flats, we recommend you go a ½ size higher. You can also find tipping recommendations in the product pages.
After a few hours of wearing Viscata, they will stretch slightly to conform to your feet.
Please try your pair on a carpeted surface to keep them as clean as possible until you know they are the correct size. We do not accept returns or size exchanges on shoes that show wear or use.
In what widths are Viscata shoes available?
Right now Viscata shoes are available in regular width.
Brand
Careers
We are not currently hiring at Viscata, but we are always looking for passionate hard-working individuals, who want to contribute to the betterment of our society and of course love our espadrilles! If you share our desire to make a responsible difference in the world and hold yourself to the highest of professional and personal standards, you’re of particular interest.
Please email your resume with cover letter to info@viscata.com
Be sure to include your particular interest or experience in your cover letter.
Where can I find a retailer that carries Viscata shoes?
Viscata shoes are not available on the high street directly.
If you are interested in selling our shoes please contact sales@viscata.com for information on becoming a reseller
General
Let us know what you are thinking! Send an email to support@viscata.com
