Frequently Asked Questions
Frequently Asked 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: Shipments to mainland Spain: Shipping costs €6. Free shipping for purchases over €100. Estimated delivery time 5-7 business days. Shipments to the Canary Islands: Shipping costs €12. Free for purchases over €100. Estimated delivery time 5-7 business days. Shipments to the Balearic Islands, Ceuta and Melilla: Shipping costs €6. Free for purchases over €100. Estimated delivery time 5-7 business days. Shipments to the EU: Shipping costs €12. Free for orders over €100. Estimated delivery time 5-7 business days. Shipments to the UK: Shipping costs €35. Any costs arising from customs duties, fees and taxes will be borne by the customer. Estimated delivery time 5-7 business days. Shipments to the USA: Shipping costs €35. For orders under €800, no formal customs procedures are required and no customs duties, fees or taxes are charged. For orders over €800, costs arising from customs duties, fees and taxes will be borne by the customer. Estimated delivery time 5-7 business days. Shipments to Switzerland: Shipping costs €35. Any costs arising from customs duties, fees and taxes will be borne by the customer. Estimated delivery time 5-7 business days. The term "shipping costs" includes handling, logistics, postage, packaging and transport costs. The goods will be delivered to the street level. Each delivery is considered to have been made from the moment in which the transport company makes the product available to the customer, which is materialised through the control system used by the transport company that can be consulted by the customer with the tracking code. All our products are guaranteed. If upon delivery of the product, it has any 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 has been confirmed, we will send you an email informing you of the status of the order. When your order has been delivered to your transport company, you will receive another email with the tracking number so that you can track it online on the shipping company's website. If you have any questions about your shipment, please contact us at info@vilanovaa.com I HAVE RECEIVED AN ERRONEOUS OR DAMAGED PRODUCT. WHAT CAN I DO? We are sorry if your product has arrived damaged. In order to resolve this as quickly as possible, please 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 contacts us by sending an email to info@vilanovaa.com. No exchange or return can be accepted without prior notification. To do so, the item must be packaged securely and include the order number, name and full address, and the receipt or proof of delivery. Claims will be accepted for products that are damaged due to transport causes, and you must state this on the carrier's delivery note. Once you have received the merchandise, you have 48 hours to file a claim in the event of an incident. Please clearly indicate the reason and send a photograph of the incident via email to info@vilanovaa.com so that we can process it. After 48 hours, we will not be held responsible if the incident was caused by the transport company. If you are not satisfied upon receiving your order, you have 14 calendar days from the date of receipt of the order to exercise your right to return it. 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 colours and measurements are indicative, close to reality, but not 100% reliable. For specific cases you should consult with us since returns for technical reasons will be borne by the customer. To make such a return, the product must be in its original packaging, unused and undamaged. Once the merchandise has been received at our warehouses and its condition has been checked, the amount will be refunded in accordance with the payment method used by the customer within a maximum period of 10 days. Exchanges or returns are not permitted in the following cases: When the products are made to the Customer's specifications or clearly personalised 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 Customer is delivered by mistake by www.vilanovaa.com, it will be withdrawn and the correct product will be delivered at no additional cost to the Customer. For any incident related to the return of items from our ONLINE store, you can contact the Customer Service Department by email: info@vilanovaa.com.