Frequently asked questions
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Orders and payment
Which payment methods do you accept?
Credit or debit card, Apple Pay, Google Pay and the other methods shown at payment, which is processed securely by Stripe. We never see your card details.
Do I need an account to buy?
No. You can buy without an account. With a Veio account, you can follow your orders, save addresses and favourite pieces, and pay faster.
Do prices include VAT?
Yes. All prices are in euros and include VAT. The delivery cost is shown before you pay.
Will I get an invoice?
Yes. You can enter your tax number at the payment step and we issue the invoice with those details.
Can I change or cancel an order?
Contact us as soon as possible with your order reference. Until it ships, we do our best to adjust it. Once it arrives, you have 14 days to cancel the purchase.
Delivery
Where do you deliver?
We deliver to mainland Portugal, to your door. For the Azores, Madeira or other countries, contact us before buying and we’ll give you a quote.
How much does delivery cost?
Each piece has a delivery rate, shown on its page. For lighting and decor, you pay a single rate per order, and delivery is free on these pieces from €100.00. For chairs, the first pays its rate and each additional chair adds €5.00. For furniture, and for orders with different kinds of pieces, you pay only the highest rate in the order, not the sum. Very large or heavy pieces have delivery on quote. The delivery total is shown in your basket, before you pay.
Do pieces arrive assembled?
No. Products are delivered unassembled unless the product page says otherwise. Assembly and placing pieces in a room are not included in delivery.
How long does delivery take?
We ship orders within 4–5 working days. If a piece takes a different time, for example because it is made to order, its page says so. More details under Delivery.
How do I follow my order?
When the order ships, we email you the shipping details. If you have an account, you can also see them under My orders.
Returns and guarantee
Can I return a piece?
Yes. You have 14 days from delivery to cancel the purchase, without giving a reason. Pieces made to your specifications are the exception. See how under Returns.
What if the piece arrives damaged?
Photograph the packaging and the piece and contact us as soon as possible. We will arrange a repair, a replacement or a refund.
What guarantee do the pieces have?
Every piece has the three-year legal guarantee of conformity from delivery. Find out more in the Terms and Conditions.
Wood and care
Will the piece look exactly like the photo?
Very similar, but unique: solid wood is natural, and the grain, knots and tone vary from piece to piece. That’s where Veio — “grain” in Portuguese — gets its name.
How do I care for the wood?
Clean with a soft, slightly damp cloth, use mats under hot things, and avoid radiators and strong direct sunlight. All our advice is in Caring for wood.
Your account
I’ve forgotten my password.
Ask for a link to choose a new one under Reset your password.
I ordered without an account. Can I see the order in my account?
Yes. Create an account with the same email and confirm the address: orders placed with that email will appear.
How do I stop receiving the newsletter?
You can unsubscribe on the newsletter page or, if you have an account, under Personal details.
How do I delete my account?
Under Security and privacy, in your account. You can also download your data first.
Can I use the shop in Portuguese?
Yes. Use the PT | EN switch at the top of any page; we remember your choice.