FAQ's

We accept the following payment methods:

• Credit Cards: Mastercard, Visa, American Express, UnionPay
• Digital Wallets: Apple Pay, Google Pay, PayPal
• Flexible Financing: Klarna

Once your order is placed, you will receive a confirmation email with your order number. Please review the order summary and save this email as your proof of purchase. If you have a Viomi account, you can also check your order status under "Orders" in your account. If you do not receive a confirmation email within 24 hours, please check your spam folder and confirm your email address was entered correctly. If the issue persists, contact our support team.

Please review your order carefully before submitting. Once placed:

• Processing orders – Contact our support team as soon as possible. Changes or cancellations may be possible if the order has not yet shipped.
• Completed/shipped orders – Cannot be changed or cancelled. Please refer to our Returns & Refund Policy.

Changes are not guaranteed until you receive confirmation from our team. If an order is refused without prior consent, you may be responsible for return shipping and restocking fees.

Once an order is placed, the shipping address cannot be changed online. Please contact our support team immediately to check if a change is possible – this depends on whether the order has shipped and whether the carrier offers address-change services.Additional fees may apply and will be at the customer's expense. If the carrier cannot accommodate the change, you may need to arrange delivery at the original address or contact the carrier directly.

If you have special requirements, please contact our support team before placing your order. We will check whether we can accommodate your request and guide you through the process.

Delivery times vary by location, shipping method, and product availability. Orders are typically processed within 1–2 business days after payment confirmation. Actual shipping times vary, but usually take around 2–7 business days.

We currently ship to the following European countries:

• United Kingdom
• Germany

(Additional regions may be available – please check the checkout page for your country.)

Once your order ships, you will receive a Shipping Confirmation email with a tracking number and carrier information. You can also track your order through your Viomi account or by clicking the "Track My Order" button on our website.

We partner with major carriers such as DHL, DPD, Royal Mail, Evri, GLS, La Poste to provide fast, reliable delivery across Europe.

If your order shows as delivered but you cannot find it, please:

• Confirm your shipping address.
• Check all entrances and ask household members or neighbours.
• Contact the carrier with your tracking number.
• If you still cannot locate the package after 24 hours, contact our support team with your order number.

Please inspect your order upon arrival. If you find damage, missing parts, or incorrect items:

• Keep the original packaging.
• Contact our support team within 48 hours of receipt.
• Provide photos of the product, packaging, and labels.

We will investigate and arrange a solution as quickly as possible.

If your shipment is significantly delayed, please contact both the carrier and our support team. If the package is confirmed lost or the delay is excessive, we will arrange a reshipment or refund based on your preference.

All product information – including dimensions, materials, functions, and care instructions – is available on the product page. If you need further assistance, please contact our support team for further help.

Viomi products come fully assembled or require only minimal setup. Instructions are in the user manual. For products that require installation, check our quick installation guide and video first. You may also hire a professional installer if needed. If you have any questions, feel free to contact our support team.

We accept returns of eligible items in new, unused condition with original packaging within 14 days of receipt. Returns must be authorized in advance – please contact us before returning any items.

All Viomi products come with a 2‑year warranty from the date of delivery. For full details, please refer to our Warranty Policy on the website. Additionally, customers can register their product on our store to receive an extra 6 months of warranty coverage, click here for more details.

You can reach our support team via:

• Email: eu.support@viomi.com
• Phone: +44 844 704 2998
• Business hours: Mon–Fri, 9:00 AM – 5:00 PM CET/CEST

Your coupon may have expired, been used already, or not apply to the items in your cart. Some promotions have minimum purchase requirements or exclude sale items. If you believe there is an error, please contact our support team for assistance.

Yes – Viomi offers a 30‑Day Price Match Policy for identical items purchased on our website. If the price drops on our site within 30 days of your purchase, we will refund the difference. This does not apply to clearance items, limited‑time deals, or bundle offers.