FAQ: Sales

We are offering the following options in our VSL webshop:

• PayPal

• Credit Card (Mastercard, Visa)

• AliPay

• Wire transfer (advance payment)

You will receive your licenses immediately after you place your order, except for wire transfers (advance payment). In that case, we'll process your order when payment arrives in our bank account.

Should you need any help ordering, please contact us via sales@vsl.co.at!

If you're ordering from overseas and making an international transaction (we're based in Austria), it's possible that your payment will fail on the 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 the EU, it's usually a good idea to check with your bank to ensure that they are not blocking your transaction. Some banks, particularly US banks, often block their customers from making overseas transactions by default. They can usually remove this restriction for a day if you ask them.

Sometimes, credit card payments fail because the card isn't enrolled in MasterCard's ID Check / SecureCode program. Visa cards may only work if you've enrolled in VISA Secure / Verified by Visa. Your bank can advise if enrolling in 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 webshop, you can then select a new option to pay via credit card in our back office. Your card will be charged manually, usually within 24 hours. Enrolling your credit card in a secure program (MasterCard SecureCode or Verified by Visa) is not required for such orders. Your licenses will be deposited into your iLok account after your payment is processed.

Vienna Symphonic Library is based in Austria, so our products are subject to VAT if you live in any EU country. 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, we can process your order without VAT and provide your EU VAT ID in your VSL account. You can also add your EU VAT number during the order process.

Please note that our VSL webshop can't automatically check the validation of an EU VAT ID, so the VSL webshop will always show the total price for your first order. After the purchase, you will receive an automated confirmation email showing the total cost.

However, we will manually check your order before we finalize the charge to your card or PayPal account. If you provide a valid EU VAT ID, the VAT will be deducted from the order total.

For your next orders: Once your VAT ID is approved, future orders in the VSL webshop will be processed without VAT immediately.

Yes, we do offer EDU Discounts. We offer a 30% discount all year (and some can even be combined with other discounts). Detailed information can be found here!

Welcome! Whether it is your first time here or you are simply looking for the right product to start your journey to virtual orchestration, chances are that our Starter Editions are the right products for you! They include lots of instruments with essential articulations - for an incredible price. However, as we have a very modular system at Vienna Symphonic Library, you can also get, e.g., only a Piccolo Flute, 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 HELLO FREE Instruments to get a taste of what VSL has in store!

If you have further questions or specific wishes, please feel free to contact us at sales@vsl.co.at. We'll be happy to help you find the right product.

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 sales@vsl.co.at directly, we will do our best to find a solution.

Yes. 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 our sales team, we will walk you through the process.

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.

Some of our libraries share content with bigger products or are now also available as SYNCHRON-ized versions. Several discounts are available, allowing customers to receive discounts on upgrades, cross-grades to SYNCHRON-ized libraries, or even additional discounts when completing 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.

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 installation instructions. Please check your junk/spam folders before contacting us. If you'd like to add us to your whitelist, the email will come from sales@vsl.co.at.

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.