Frequently Asked Questions
Products & Sizing
Are Vianzara pieces true to size?
Each product page includes a detailed size chart with measurements in cm. We recommend checking it before ordering since fit can vary between styles.
What materials are used?
aterials vary by collection and are listed on each product page. We prioritize quality fabrics that hold up over time, not just look good in photos.
Is this fan merchandise?
No. Vianzara pieces are inspired by anime and manhwa, but designed to stand on their own as streetwear. They’re built to be worn and appreciated as fashion, whether or not you know the reference behind them.
Ordering & Payment
What's the difference between ready stock and pre-order (PO)?
Ready stock items are already produced and ship right away. Pre-order items are made after you order, so production takes longer, check each product page for details.
What payment methods are accepted?
We accept bank transfer, e-wallets, QRIS, credit/debit cards, and virtual accounts through our checkout.
Can I change or cancel my order after payment?
Once payment is confirmed, changes or cancellations can be limited, especially for pre-order items already in production. Message our CS team as soon as possible if something needs adjusting.
Shipping & Tracking
How long until my order ships?
Ready stock ships within H+1 after payment confirmation. Pre-order items take 4-8 weeks for production depending on the collection, then ship once ready.
How do I track my order?
Yes. We ship domestically via JNE and internationally via DHL.
Who covers the shipping cost?
Once your order ships, you’ll receive a tracking number via WhatsApp or email so you can follow its progress.
Who covers the shipping cost?
Shipping cost is covered by the customer, calculated based on your location and courier rate at checkout.
Refunds & Returns
Can I return or exchange an item?
We accept returns or refunds for manufacturing defects or wrong items shipped, submitted within 2×24 hours of delivery. Wrong size or change of mind aren’t eligible.
How do I file a claim?
Message our CS team on WhatsApp or Instagram DM with your order number, photos/video of the issue, and a photo of the shipping label.
Still have questions?
Reach out to our CS team via WhatsApp or Instagram DM, we’re happy to help.