Which payment options can I use?
We are offering the following options in our VSL web shop:
- Credit Card (Mastercard, Visa)
- Wire transfer (advance payment)
You will receive your licenses immediately after you placed your order, with the exception of wire transfers (advance payment). In that case we'll process your order when payment has arrived on our bank account
Should you experience any troubles in the ordering process, please contact us via firstname.lastname@example.org!
My payment failed...
If you're ordering from overseas and are making an international transaction (we're based in Austria), it's possible that your payment fails at your first attempt.
Sometimes it's worth trying again right away, as we or our payment provider may be experiencing a temporary problem which is often resolved a minute later.
If you're ordering from outside of the EU, it's usually a good idea to check with your bank that they are not blocking your transaction. Some banks, US banks in particular, often block their customers from making overseas transactions by default. If you ask them, they can usually remove this restriction for a day.
Sometimes credit card payments fail because the card isn't enrolled to MasterCard's ID Check / SecureCode program, and Visa cards may only work if you've enrolled to VISA Secure / Verified by Visa. Your bank can advise if an enrollment into such a program may resolve the issue.
Workaround for international customers: You can also pay via PayPal in our VSL web shop, this often works very well especially for customers in the US. Alternatively, once online credit card payment fails in our VSL web shop, you can then select a new option to pay via credit card in our back office. This way your card will be charged manually, usually within 24 hours. The enrollment of your credit card in a secure program (MasterCard SecureCode or Verified by Visa) is not necessary. Your licenses will be sent to you after your payment is processed.
How do I order without VAT?
Vienna Symphonic Library is based in Austria, so our products are subject to VAT if you are living in any country of the EU. If you live outside the EU, no VAT will be added and our VSL web shop will show you the price excluding VAT. If you live in the EU and provide your EU VAT ID in your VSL account, we can process your order without VAT. You can also add your EU VAT number during the order process.
- Your company's name and address has to match exactly with the one you provided at your tax office, when creating the VAT number. You can verify your VAT ID, and check your VAT ID's address at the EU VAT number validation.
- The prerequisite for a VAT free purchase in our VSL web shop is that you've entered your VAT ID when placing your order.
On your first order without VAT
Kindly note that our VSL web shop isn't able to automatically check the validation of a EU VAT ID, so for your first order, the VSL web shop will always show the full price. After the purchase you will also receive an automated confirmation email that shows the full price. However, before we finalize the charge to your card or PayPal account, we will manually check your order, and if you've provided a valid EU VAT ID, the VAT will be deducted from the order total. Kindly note that it may take up to five business days until you see the lower charge on your credit card balance or the refund on your PayPal account.
For your next orders: Once your VAT ID is approved, future orders in the VSL web shop will be processed without VAT right away.
I am a student, do you offer EDU Discounts?
We do not offer special student pricing all year round - we've had special student offers over the past years in autumn, let's see if we're going to repeat this offer again next autumn! Generally, we've tried and still try to create products that fit the needs of a smaller wallet as well. Our Starter Editions provide a great learning curve. There's even a library available that we give away at no charge, our free Big Bang Orchestra.
I'm new with VSL. What should I get?
If you're here for the first time or are looking for the right product to start your journey to virtual orchestration, chances are that our Starter Editions are the right products for you, as they include lots of instruments with essential articulations. However, as we have a very modular system at Vienna Symphonic Library, you can also get e.g. only a Piccolo Flute, or our Fanfare Trumpets, or several strings libraries individually, or as a specially priced bundle. Here's a list of all our products and bundles.
Don't forget to check out our free Big Bang Orchestra if you want to get a taste of what VSL has in store for you!
If you have further questions or specific wishes, please feel free to get in touch via email@example.com, and we'll be happy to help to find the right product for your needs.
What is the grace period for your special offers?
Our goal is to provide attractive special offers every month, so make sure you receive our newsletter! If for any reason you cannot make the deadline, please get in touch with firstname.lastname@example.org directly, we will do our best to find a solution.
"No hassle" return policy
It's important to us that you're completely happy with your purchase. If you have any issues or questions, please contact our technical support to see if we can fix the issue.
Unlike many other sample library developers, we offer a "No Hassle" return policy. If you're not satisfied with your purchase at the VSL web shop, for any reason, you may return it for a refund or an in-house credit, within 14 days from the day of purchase. Please get in touch with email@example.com, we will walk you through the process. If your order included a physical product such as a ViennaKey, the cost of shipping will be deducted.
If you ordered at one of our resellers, their policy might differ. Please get in touch with the support of your reseller to find out more.
Vienna Vouchers are a great way to share the joy of playing our virtual instruments. Bear in mind that you must always use the full amount of the voucher(s) you are using in our VSL web shop.
How does your upgrade and crossgrade pricing work?
Some of our libraries share content with bigger products, or are a "SYNCHRON-ized" version of a VI series library. There are several discounts available which allow customers to have discounts on upgrades, crossgrades to SYNCHRON-ized libraries, or even complementary discounts if you complete a bundle. There are way too many discount possibilities to explain all variations here, but you can use our basket in the VSL web shop as a calculator: If you're logged in, any products in your basket are treated as "registered" products, resulting in discounts towards other products, e.g. a product bundle. The discounted pricing is based on the products you have really registered plus the products currently in your basket. Your savings are visible along with your personal price when you click on the Info button ("i") next to "Your Price". More details are to be found on our Upgrades & Expansions page. When upgrading from an earlier version of any of our software products such as Vienna Ensemble Pro, you'll see a dedicated upgrade price ("Your Price") on the product page when you're logged in. If you don't see an upgrade price, make sure that you're logged in with the VSL account that holds the correct registrations.
When will I receive my licenses and download links?
You will receive your licenses and downloads immediately after you placed your order in the VSL web shop, with the exception of wire transfers (advance payment). In that case we'll process your order when payment has arrived on our bank account. You should receive an order confirmation email immediately upon placing your order, with all activation codes, download links and installation instructions. Please check your junk folders before contacting us. If you'd like to add us to your whitelist, the email will come from firstname.lastname@example.org. In case you ordered from one of our resellers, any potential hold up is not in our responsibility, as VSL resellers can process your order any time via our dealer intranet. We can't help to speed up this process, please get in touch with your reseller if in doubt.