Frequent questions
Frequent questions
SHIPPING WHEN WILL I RECEIVE MY ORDER? and WHAT ARE THE SHIPPING COSTS?
It takes us between 1 and 3 business days to process an order, after which we will send it to you.
Shipping time depends on your location, but you can estimate it as follows:
Shipping to mainland Spain:
Shipping costs €6.
Free shipping from a purchase of €100.
Estimated delivery time 5-7 business days.
Shipping to the Canary Islands:
Shipping costs €12.
Free from a purchase of €100.
Estimated delivery time 5-7 business days.
Shipping to the Balearic Islands Ceuta and Melilla:
Shipping costs €6.
Free from a purchase of €100.
Estimated delivery time 5-7 business days.
Shipping to EU:
Shipping costs €12.
Free from a purchase of €100.
Estimated delivery time 5-7 business days.
Shipping to the UK:
Shipping costs €35.
Expenses derived from customs duties, fees and taxes will be borne by the customer.
Estimated delivery time 5 -7 business days.
Shipping to the USA:
Shipping costs €35.
For orders less than €800, no formal customs procedures are required and no customs duties, fees or taxes are charged.In the case of orders starting at €800, the resulting costs of duties, fees and customs taxes will be borne by the customer.
Estimated delivery time 5-7 business days.
Shipping to Switzerland:
Shipping costs €35.
Expenses derived from duties, fees and customs taxes will be borne by the customer.
Term Estimated delivery 5-7 business days.
The term "shipping costs" includes handling, logistics, postage, packaging and transportation costs.
The merchandise will be delivered at street level.
Each delivery is considered made from the moment in which the transport company makes the product available to the client, which is materialized through the control system used by the transport company that can be consulted by the client with the code of tracking.
All of our products are guaranteed.
If upon delivery of the product, it has a defect, you must notify VILANOVAA within 48 hours and indicate the problem, attaching a photograph to our email info@vilanovaa.com
ORDERS HOW DO I TRACK MY ORDER?
Once your order is confirmed, we will send you an email informing you of its status.
When your order has been delivered to your shipping company, you will receive another email with the tracking number so you can track it online on the shipping company's website.
If you have any questions about your shipment, contact us at info@vilanovaa.com
I HAVE RECEIVED A WRONG OR DAMAGED PRODUCT, WHAT CAN I DO?
We are sorry if your product has arrived damaged.
To resolve it as soon as possible, send us an email to info@vilanovaa.com immediately with photos of your damaged product, your order number and any other details you have about the order.
We will contact you with a solution as soon as possible!
RETURNS WHAT IS OUR RETURNS POLICY?
In general, in order for any exchange or return to be processed, it is essential that the customer first contact us by sending an e-mail to info@vilanovaa.com.
No exchange or return can be accepted if no notification has been previously received.
To do this, the item must be packaged securely and the order number, name and complete address, and the receipt or proof of shipping must be included in the package.
They will be accepted claims for those products that present breakage due to transport reasons, for this you will have to record it on the carrier's own delivery note.
Once you receive the merchandise, you have a period of 48 hours to complain in the event of an incident.
Clearly indicate the reason and a photograph of the incident via email info@vilanovaa.com so that we can manage it.
After 48 hours we will not be responsible if said incident has been caused by the transport company.
If you are not satisfied when receiving your order, you have a period of 14 calendar days, counting from the date of receipt of the order to exercise the right of return. Shipping and collection costs in case of return will be borne by the customer. Please note that in some cases the finishes are not homogeneous and the colors and measurements are indicative, close to reality, but not 100% reliable, in cases For specific details, you must consult with us since returns for technical reasons will be the responsibility of the customer.
To make such a return, the product must be in its original packaging, unused and undamaged.
Once the merchandise is received in our warehouses, and after checking its status, the amount will be refunded in accordance with the payment method made by the client within a maximum period of 10 days.
Exchanges or returns are not allowed. the following cases:
When they are products made according to the Client's specifications or clearly personalized and/or made to order.
In the case of shipments outside the European Union EU.
If a product other than the one requested by the Client is delivered due to an error by www.vilanovaa.com, it will be removed and the correct product will be delivered without any additional charge to the Client.
For any incident related to the return of items from our ONLINE store, you can contact the Customer Service Department via email: info@vilanovaa.com.