FAQ: payment & invoice

Payment

Which payment methods does VINELLO offer?

We offer the following payment methods:

Prepayment
PayPal
Invoice with KLARNA
Sofortüberweisung with Klarna
Credit card (Visa, Mastercard, American Express)
Invoice on request
Apple Pay
Giropay
Satispay
Trustly

How does the payment processing work for invoice with KLARNA?

With the payment method Invoice with KLARNA you will receive a separate payment request from KLARNA at the email address you provided with separate account details. You do not transfer the gross total amount to VINELLO, but to the payment provider KLARNA. Our invoice is for your records only and does not contain any payment information.

I ordered with prepayment – when will my order be shipped?

As soon as your payment has been received by us, the order will be dispatched immediately.

I have a voucher code – where can I enter it?

You can enter the code in the shopping cart or in the final step of the checkout process in the field "Voucher Code".

My voucher code doesn't work – what can I do?

Check whether the code was entered correctly, is still valid and whether it meets the conditions (e.g. minimum order value). If you have problems, our customer service will help.

Why was my payment declined?

Reasons can include a failed credit check, a technical problem or an expired payment method. In this case, please choose another payment method.

Invoice

When will I receive my invoice?

The invoice is automatically sent by email and made available in the customer account after the goods have been shipped.

Where can I find my invoice?

After your order has been shipped you will receive the invoice by email and can also download it in your customer account under "Orders".

Can I change the billing address afterwards?

A change is only possible as long as the invoice has not yet been created. Please contact us immediately after your order to do so.

I didn't receive an invoice – what can I do?

First check your spam folder. If no email is found, please contact our customer service and we will send the invoice again.

I need a copy of my invoice – how can I get it?

You can download it at any time from your customer account or request it by email from customer service.