However, there may be rare situations where a customer sends an email to our Support email address but does not receive a reply, or where a customer does not receive order-related emails from us, such as an order confirmation email.
This information explains why this can happen and what you can do to make sure your message reaches us, and that our replies reach you.
Our Support Team aims to respond to customer enquiries as quickly as possible during working days.
If you have emailed us and have not received a response after more than 48 hours, Monday to Friday, it is possible that your email may not have reached us.
Although this is uncommon, email delivery can sometimes be affected by factors outside of our direct control.
In a very small number of cases, emails sent to our Support email address may be blocked, filtered, delayed, or rejected before they reach our helpdesk system.
This can happen because of email security systems used by email service providers, mail servers, spam filters, corporate networks, or domain-level protection tools.
Possible causes may include:
The sender’s email provider blocking the outgoing message
The message being filtered before it reaches our helpdesk
The sender’s domain or email address being flagged by a mail security system
A corporate or workplace email server applying stricter filtering rules
Attachments, links, or message formatting triggering spam or security checks
Temporary delivery issues between email providers
In some cases, the sender may receive a bounce-back or delivery failure message. In other cases, the email may fail to reach us without the customer being made aware.
ViaScreens takes email deliverability seriously and works to ensure customer emails can reach us reliably.
Despite this, email systems are complex and can involve multiple providers, servers, filters, and security checks between the sender and recipient. Because of this, there can be rare situations where a message is blocked or filtered before it reaches our Support Team.
If your message does not reach us, we may have no record of the enquiry and therefore may not be aware that you are waiting for a response.
If you have emailed us and have not received a response after more than 48 hours during Monday to Friday, we recommend contacting us again using our Contact Us page.
Messages submitted through the Contact Us page are routed directly to our Support Team and are the most reliable way to make sure your enquiry reaches us.
You may also contact us through WhatsApp messaging, where available. WhatsApp messages are also received directly by our Support Team.
When contacting us again, please include:
Your order number, if available
The email address used when placing the order
A short summary of your enquiry
Any relevant photos, screenshots, or supporting information
A note that you previously emailed us but did not receive a response
This helps our Support Team locate your order and assist you more efficiently.
Order confirmation emails are normally sent automatically after an order is placed successfully.
If you have placed an order but have not received an order confirmation email, the most common reasons are:
The email address was entered incorrectly at checkout
The confirmation email was delivered to your spam or junk folder
Your email provider filtered or delayed the message
Your inbox settings blocked or redirected the email
A workplace, school, or corporate email system filtered the message
If you have not received an order confirmation email, please check your spam, junk, promotions, clutter, or other filtered mail folders.
Some email providers may automatically move order confirmations or automated emails away from the main inbox, especially if it is the first time you have ordered from us.
If you find our email in your spam or junk folder, mark it as Not Spam or Safe so that future emails from ViaScreens are more likely to reach your inbox.
To help ensure you receive order confirmations, shipping updates, support replies, and other order-related messages, we recommend adding the viascreens.com domain to your safe sender list.
This may also be called:
Safe senders
Trusted senders
Allowed senders
Whitelist
Safelist
Never block sender
Approved domains
Adding our domain to your safe sender list tells your email provider that messages from ViaScreens should be allowed into your inbox.
If the email address was entered incorrectly when placing the order, the order confirmation email will be sent to the email address provided at checkout.
If you believe this may have happened, please contact our Support Team through the Contact Us page and provide as much order information as possible, such as:
Your full name
Billing or shipping postcode
The approximate order date
The product ordered
The correct email address
Any payment reference or order number, if available
Our Support Team can then try to locate the order and update the contact details where possible.
If you contacted us and believe we have replied, but you cannot find the response, please check your spam, junk, promotions, and filtered folders.
It is also worth checking whether your email account has any rules, filters, blocked sender settings, or forwarding rules that may be moving or hiding messages.
If you are using a corporate, school, or workplace email address, your organisation’s mail server may apply additional filtering before emails reach your inbox. In these cases, you may need to ask your IT administrator to allow emails from the viascreens.com domain.
If you continue having problems receiving emails from ViaScreens, please contact us using the Contact Us page or WhatsApp messaging.
You may also wish to provide an alternative email address, especially if your current email provider or workplace email system appears to be blocking messages.
Using a personal email address rather than a corporate, school, or restricted email account may help avoid strict filtering rules.
If you emailed our Support Team and have not received a reply after more than 48 hours, Monday to Friday, your email may not have reached us due to email filtering or blocking.
If you have not received an order confirmation email, it may be because the email address was entered incorrectly at checkout or because our email was sent to your spam or junk folder.
To reduce email delivery issues, we recommend:
Checking your spam, junk, promotions, and filtered folders
Adding the viascreens.com domain to your safe sender list
Using the Contact Us page if you have not received a reply
Using WhatsApp messaging where available
Providing an alternative email address if your current provider is blocking messages
Messages submitted through our Contact Us page and WhatsApp messaging are the most reliable ways to reach our Support Team.