At ViaScreens we strive to provide you with the best service possible. Part of this service is making sure you receive your order quickly and efficiently. Here are some frequently asked questions regarding placing orders with us:
When will my order be sent out?
All orders are typically shipped within 24 hours, Monday to Friday, unless otherwise stated on the product page. You will receive a confirmation email once your order is shipped with all the relevant tracking information if applicable.
Where is my order shipped from?
All orders are fulfilled and shipped from our UK warehouse.
Is it possible to make changes to my order?
Only if the order has not been processed by our warehouse. If it has been processed then it will not be possible to alter your order in any way. Typically all orders are processed straight away by our automated system ensuring quick dispatch & delivery. If you need to make any changes please contact our Customer Care Team who will be able to advise if the order has been processed or not.
My order has not arrived, please help!
All orders are shipped with a tracking number for traceability with the exception of Royal Mail 48. If tracking shows that the parcel has had no movement for more than 5 days please get in touch with the Customer Care Team.
I received the wrong protector, what do I do?
Contact customer support within 2 days of delivery. Our Customer Care Team will advise you on some necessary steps that will need to be taken in order to authorise a replacement for you.
It has passed 48 hours and my order has not been shipped!
This could be down to additional required checks for fraudulent activities. If we are unable to verify the required information, we reserve the right to cancel your order.
Do you cover return shipping fees?
We do not cover return postage fees unless agreed otherwise.
My order was damaged in transit, what do I do?
Please contact our customer care team within 48 hours of receiving the product. You will be asked to follow a set procedure to obtain a replacement. Support answer all emails within 48 hours during operating times.
What is your cut-off time for same day shipping?
All orders received prior to 3PM will be fulfilled the same day. Some orders will be placed on hold for fraudulent checks if information has not been verified. You would be contacted if any information is required.
I placed an order and shorty afterwards received an order cancellation notification. Why is that?
This is extremely rare but can happen sometimes. Reason for this may include, but not limited to, that the customer has been flagged by our system for various reasons. Should this ever happen, an email would be sent to explain the reason.
We take credit card fraud very seriously. For the protection of card holders and ourselves, orders that appear fraudulent may be held for manual review. If necessary, a representative will call to verify the order. If we are unable to contact you within a reasonable period of time, the order may be cancelled. Manual review may delay the shipment and delivery of your order. We reserve the right to cancel any order before it is shipped.