Contact
You can reach Viamercader by email at info@viamercader.com. This page lists our company details, what to include in your message and how long an answer takes.
Customer support
Support is handled in writing, so that both sides keep a record of what was agreed.
| info@viamercader.com | |
| Response time | Within one business day, Monday to Friday, 9:00–18:00 (Central European Time). Messages sent at the weekend are answered on the next working day. |
| Languages | English and Italian. |
Company details
| Registered name | Nana lab s.r.l. |
|---|---|
| Registered office | Corso Vittorio Emanuele II 44, 10123 Torino, Italy |
| Website | viamercader.com |
| info@viamercader.com |
The registered office is an administrative address. It is not a shop and it is not a returns warehouse: please do not send parcels there before asking us for the return address, or the parcel will not reach us.
What to include in your message
To let us find your order at the first attempt, please write:
- the telephone number used when the order was placed;
- the full name and the delivery address on the parcel;
- the name of the product;
- the tracking number, if the parcel has already been dispatched;
- for a damaged item, a photograph of the item and of the packaging.
Frequent requests
| Where is my parcel? | Send us the telephone number used for the order and we will check the tracking. Delivery times are described in the Shipping Policy. |
|---|---|
| I want to return an item | Write to us within 30 days of delivery and we will send you the return address and the instructions. See the Refund Policy. |
| I want to change or cancel an order | Write to us as soon as possible. If the parcel has not yet been handed to the courier, we can still stop it. |
| A privacy request | Access, correction or deletion of your data: write to info@viamercader.com. See the Privacy Policy. |
Complaints
If you are not satisfied with the way a request was handled, write to info@viamercader.com with the word “complaint” in the subject line. We answer complaints within fourteen days. If we cannot find a solution together, you can use the European Commission’s online dispute resolution platform at ec.europa.eu/consumers/odr.