FAQs

In general, you can change your delivery address within 24 hours. Make sure to contact us immediately with your order number and the correct address. The more information you provide, the faster we can change your information. Although we cannot guarantee that we will receive your order in time for it to be processed, we will do our absolute best to make the requested changes.

Make sure you write "Urgent: Change order details" in the subject line. Any other title may cause delays in the delivery of your order.

Keep in mind that your order may have already been shipped. In this case, we cannot send you a new one, so it is best to contact the postal service.

Yes! All orders will include a tracking number. It is automatically sent to your email address. You can track your order directly on our website by clicking here.

If you have received a confirmation email with your tracking number, it means that your order has been shipped. It can take 5-9 working days to update the tracking number depending on the shipping company. This is usually due to our high order volume.

As soon as your package has been sent, you may receive an email confirming that the package has been sent. The email will give you the tracking number for your package and a link to the shipping company's website.

If there is a problem with your tracking number or the delivery, please contact the courier directly. It may take 1-4 days for the tracking information to appear. In some rare cases, the tracking information may not be updated but you will still receive your order. Please contact us after the estimated delivery time. You can also track your order by clicking here.

We are very sorry that you haven't received your package yet. When the tracking information shows that the package has been delivered, it means that it has been delivered to the delivery address you provided to us at checkout. Please read through the options below as it may help you find your package.

A. Double-check your delivery address.

We recommend that you double-check the delivery address you entered to ensure it is correct. Check that the home number and unit number (if applicable) are correct.

You can check the delivery address provided to us at check-out by following the steps below:

1. Log in to your Violet account.

2. Click on the order that you have not received.

3. Review the delivery information to ensure that the address provided is correct.

Please note that Violet cannot be held responsible for incorrectly delivered packages if an incorrect delivery address has been provided to us. The customer is responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents at that address to see if they can accept the package on your behalf.

Otherwise, you can keep an eye on the tracking information to see if it is updated to show that the package is "returned to sender". If so, please contact us with your order number and we will be happy to send a new package to your intended address.

B. Check with your household members and your neighbors.

When a package is delivered, most carriers simply deliver it to the address indicated on the waybill, and not necessarily to the recipient indicated. Therefore, check with your household members as there is a chance that someone else may have received the package on your behalf.

We also recommend that you contact your neighbors to see if someone has received the package for you.

C. Check your mailbox and any secure drop-off points near your home.

In most cases, the carrier will indicate on your tracking link where the package was delivered (a mailbox, the front door, etc). However, we still recommend that you check all possible areas where it may have been delivered to rule out the other options.

What does safe delivery mean? Safe drop-off refers to any place around your household where your parcel can be considered better hidden from passers-by by the person delivering your parcel. Check if the parcel is on your porch, near your garage and at the entrance to your backyard.

D. For businesses - contact the security guard, mailroom and reception.

If your delivery address is to a business, it is very likely that the package has been delivered elsewhere and/or to someone else. Contact the mailroom, reception and security to see if someone has received the package for you.

E. For apartment buildings - check with the security guard or reception/concierge.

In many cases, the package is delivered to the concierge or security department. Please contact the building's reception or management office to ask if they have received your package.

F. Contact your local post office.

There is a chance that your package may have been detained at one of your local post offices instead, even though the tracking shows that it is "Delivered". We recommend that you contact your local post office to ask if they are holding your package. Be sure to contact the number of that particular post office, and not the carrier's general support line.

G. Wait 24-48 hours for your package to be delivered.

In rare cases, the carrier may mark the package as delivered earlier than it actually is. Wait 24-48 hours for your package to be delivered or for the carrier to make another update.

If you have done all the above and still haven't received your package, please contact us with your order number and we will be happy to help you further.

Please note: We cannot be held responsible for packages where the tracking information indicates that the package has been delivered to your order address.

If you have previously experienced lost or stolen parcels where you live, we recommend that you have your parcel delivered to a work address to ensure you receive it safely.

Violet is not responsible for lost or stolen packages. The carrier will generally determine whether your order can be left in a safe secure location at your delivery address.

How quickly you receive your order can vary depending on a few things, such as your delivery method and delivery address. We offer several different shipping methods. Each shipping method has its own handling time/benefits which you can compare on our shipping page.

Yes, absolutely! You can do this by filling in your address as "billing address" and the address you want to send your order to as "delivery address".