How do I place an order?
To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the order. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your order.
Where can I enter my discount code?
Your discount code can be added to your cart, which you will find if you click on the shopping cart in the upper right corner. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.
Was my order successful?
If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our Customer Service
Why can't I see my order on my account?
You need to be logged in when placing the order for the purchase to be seen on your account. You will receive all necessary order information by email even though you were not logged when placing the order.
How do I change or cancel my order?
Please contact our Customer Service as soon as possible in order for us to change or cancel your order before it is shipped.
You can choose to pay with credit or debit cards, PayPal or by invoice (Klarna is available in Sweden, Norway, Denmark, Finland, Germany, Netherlands and Austria). Payments made with credit or debit cards are made through the payment system Adyen. Nicole Vienna does not directly handle any credit card numbers.
What do I do if my payment has not been captured?
If you are not able to pay with your debit or credit card, it is usually because your (card is issued in another country than the one you are ordering from) billing address is different to that of the shipping address. Our payment system Adyen automatically blocks these transactions for safety reasons to minimize online fraud. If you are not able to pay with your card, we recommend you to try another payment method.
Information regarding VAT
Regardless of where you are ordering to, you will pay the same price that is displayed when viewing an item or in the checkout. When you order from a country within the EU, you pay the price including Swedish VAT and you are not subject of any other fees upon arrival. In the events you are ordering to a non-EU country, the same price is applied but VAT and customs fees may be charged to you when receiving the order. You can contact your local customs for an estimation of these fees and they will later be charged to you by our courier UPS. You may contact your local UPS for info on the options you have of how to pay the fees.
Is it possible to track my order?
You will receive a tracking number when your order has been dispatched from our warehouse.
If your order has not arrived within the stated delivery time, please contact our Customer Service
From where are the items shipped?
All orders are shipped from Uppsala, Sweden. You will receive a UPS tracking number within 1-2 business days.
As a customer, you have the right to return and receive a full refund of any purchased products within 30 days of receiving your order. Pack the watch the same way it was delivered, and please note that the watch must be in the exact new condition as when receiving the watch. All returns should be sent back to the warehouse.
For instructions on how to proceed please contact our Customer Service.
If you want to exchange your product, please follow the return instructions above to send your watch back to us. You can make an exchange for a product of the same or lesser value. If you wish to exchange for a more expensive product, we will make a refund and notify you when it’s done. You can place a new order with the new watch at any time.
Have you received my return?
You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. If you haven’t received an email within two weeks from the date that you returned your package, please contact our customer service with your order and tracking number.
I have received the wrong product
We strongly advise that you, as a customer, control that the item is correct and flawless when you receive your delivery. If you have received the wrong item or if it is damaged, please contact our customer service within 14 days.
What is a warranty issue and what is not?
Our warranty term is two years from the date of purchase. Our warranty covers manufacturing defects on the watch itself (movement, case) and the watchband.
Other parts than the above are not covered by this warranty.
To have replacement covered under this warranty performed, use our contact form on nicolevienna.com and choose “Warranty and Repair” in the subject line. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand.
Note that repair/replacements will be charged in the following cases, even during the warranty term.
- Failure or damage caused by improper use or carelessness (knocks, dents, crushing, broken, etc.)
- Failure or damage caused by unjustifiable repair or modification
- Failure or damage caused by fire or water, or a natural disaster such as an earthquake
- Esthetical changes that occur during normal wear and tear and aging (minor scratches, etc.; on the case, alteration of the color on the watchband and peeling of the plating)
- In case the retail store and the purchase date are not indicated on the warranty, or if this information has been rewritten
- If the warranty is not submitted along with the watch
- Battery replacement
- The case, dial, hands, watchband or other parts therefor may be replaced with substitutes if the originals are not available.
This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.
What is the watch made of?
The watch case, metal strap and mesh strap are all made of stainless steel of the quality 316L
The leather strap is made of genuine leather.
The glass of the watch is made of hardened mineral glass. It is resistant against normal wear and tear but should be used with care.
What does 3ATM mean?
Our watches are classified as water resistant 3ATM. That means they are suitable for everyday use and are splash/rain resistant but should avoid direct contact with water.
How can I change my wristband?
All of Nicole Vienna’s watch bands are interchangeable, and to change your strap, follow the Guide. Changing the strap is quick and easy. Use the tool you received with your watch and change your style every day if you want.