FAQS (Frequently Asked Questions)

In this index of questions, clicking on the question will go to the part of the page where it is answered.

CUSTOMER SERVICE

What should I do if I have any questions regarding the Vialis Online Store?

In which countries can I buy Vialis products online?

Are those items or sizes that show no stock available?

HOW TO BUY

How can I buy from the Vialis Online Shop?

How do I know my size?

How can I tell if my order was successful?

How do I know when my order will arrive and in what state?

What is the tracking number for the order?

Can I delete an item from my order?

Can I cancel my order?

FORMS OF SHIPPING

How long does it take for orders to be shipped?

What is the shipping charge?

Will I have to pay customs duties or tax on items?

What happens if there is no one at the time of delivery?

PAYMENT METHODS

What forms of payment can I use to make my purchase?

Is the bank information I provided at the time of purchase stored?

Is it safe to buy in the Vialis Online Shop?

PRODUCT WARRANTY AND INFORMATION

What product guarantee does the Vialis Online Shop offer

What makes Vialis skins different from other brands?

How should Vialis shoes be maintained and taken care of?

CHANGES AND RETURNS

What is the return period for ordering?

Can I always exercise the right to return?

Why can I return the purchased product?

What should I do if I want to return a product because it does not meet my expectations?

Do I have to pay for my return or change?

What should I do if I get a bad or incorrect shoe?

Can I return or redeem my order from the online store in a Vialis store or at a point of sale of the brand (multibrand)?

How do I know the return of my order has been completed and when will I receive the refund amount?

What do I have to do if my refund amount is incorrect?

How to change the size or color of the same model of the shoes I bought?

What should I do if I want to change my shoes for a different model than the one I purchased?

CUSTOMER CARE

What should I do if I have any questions regarding the Vialis Online Store?

If you have any doubts regarding the products or services of our online store, check our Frequently Asked Questions section where you will find the Answers to the most common doubts. You can also contact our Customer Service through an email info.eshop@vialis. or e.service@vialis.es

In which countries can I buy Vialis products online?

A part of being able to buy in Spain and Andorra, can now also be bought in the following countries.

COUNTRIES 

For any other destination, send an email to info@vialis.es info.eshop@vialis.es or e.service@vialis.es

Are items or sizes listed that are not stocked?

If a new season item is sold out, we will try to replace it as soon as possible, and if you do not find your size, send us an email with the model and size you are looking for, Span>

If there is no stock, the article is removed from the web ..

Is it possible to receive periodic information in my email with the latest Vialis news and offers?

Yes. Access Subscriber, at the top of the screen, where the icons of social networks are located, and subscribe to Vialis.es. Once registered, you will receive information about the latest news, lookbook, season progress and events of Vialis. You can also unsubscribe when you want.

HOW TO BUY

How can I buy from the Vialis Online Shop?

It's very simple! Follow these steps:

A- Slection Item

Choose the item and, once inside the product tab, you will see a brief description of the details of the shoe and the care of the skin. There you must choose your size and press to add it to the shopping cart. You can continue shopping or you can go to the shopping cart to view the selected items.
During the purchase process you have the possibility to modify the content of your purchase: delete items, add new ones, modify the quantity requested or leave them pending.

Also, you have Add to my favorites , where you can group and preserve the selection of products that you like. Later, you can see all the products selected in the My Favorites section.

B- Identification/Login

In order to buy in the Vialis Online Shop, you must register. Once you have confirmed the items you want to purchase, a screen with a registration form will appear, which needs to be completed. In this way you already create your own account in Vialis and thus your future purchases will be faster.

C- Address / post

After completing the information about your personal data, you must choose a delivery address and a billing address. You can save several delivery and billing addresses, and when you want to buy again in the Vialis online store, you will only have to identify yourself, because all your data (except for the payment method) will be saved and only need to modify The delivery and billing address if you wish.

D- Payment

Once you have validated all the information about your purchase will appear a new page, where you must choose a payment method and enter the necessary data through our secure payment gateway.

The charge on your account will be made at the time you place the order. In the event that any of the items in your order were in stock break or there were any incidents at the time of shipment, we will refund the corresponding amount.
Vialis reserves the right to refuse any operation carried out with a card . In this case, we will proceed to refund the amount on the original card.

How do I know my size?

Next to the description of the product, where the sizes appear, you will find a help that will show you a table with the equivalences in the different size systems.

How do I know if my order was successful?

Immediately after the payment has been made and your order has been recorded correctly, you will receive an email confirming your order, with the invoice attached on it. If you do not receive it, contact our customer service department at : info.eshop@vialis.es

How do I know when my order will arrive and in what state?

As soon as your order leaves our warehouse or one of our physical stores in case of lack of stock, you will receive an email or notification message. Once your order has been managed you will receive a message from the transport service with your tracking number. Shipments that leave the physical store do not automatically generate this notification, so if you did not receive your tracking number and want to know the status of the order, send us an email with your name and surname and your order number.

What is the tracking number / order tracking?

This is the number that the transport service associates with every shipment and is in the email that we send to you when your order leaves our warehouse.

Use it whenever you want to contact the transport service directly or check the status of your order.

Can I delete an item from my order?

Yes. From the shopping cart you can delete the items you do not want, as long as you have not processed the purchase order, that is, the status of your order has changed to "SENT."

Can I cancel my order?

You will not be able to cancel your order if you have completed the entire purchase process, ie if the status of your order has changed to "SENT."

SHIPPING FORM

How long does it take for orders to be shipped?

Once your order leaves our warehouse, you will receive a confirmation email. Delivery time varies by zone. Here you can see the delivery time by Country / Zone.

DELIVERY TIMES

What is the shipping charge?

Expenses have the same amount in the entire peninsula (Portugal and Andorra included). To check the price of other areas or countries check our shipping costs in the following table.

SHIPPING FEES

Will I have to pay customs duties or taxes on items?

Shipments to the Canary Islands, Ceuta and Melilla are subject to customs duties and own taxes, as well as to countries outside the EU . Expenses for fees associated with dispatch Customs and taxes of your area or country, will be paid to the transport company, which will claim it at the time of delivery.

Customs policies vary greatly from country to country, so you should contact the local customs office for more information.

What if there is no one at the time of delivery?

Deliveries are made from Monday to Friday from 9 am to 7 pm. In case of not finding the first time, a second delivery attempt will be made, in which the carrier will contact you in advance to arrange either an hour of delivery or the withdrawal of the package in the corresponding delegation.

If delivery is not possible on this second attempt, your order will remain on deposit in the offices of the courier company for 15 days waiting for you to pick it up, prior notice. Once the deadline has expired and you have not collected your order, it will be returned to our warehouse and Vialis will send you an email to indicate how the delivery will take place, in this case, the shipping costs will be borne.

PAYMENT METHODS

What payment methods can I use to make my purchase?

Except in exceptional cases, Visa, Mastercard and American Express cards are accepted at the Vialis Online Store. For payment with credit or debit cards, the charge will be made on-line in real time, through our secure payment gateway once it has been verified that the data reported are correct.

We also offer you the possibility of making payments through Paypa.

Is the bank information I provided at the time of purchase stored?

For greater security, the Online Store, Vialis never has access to confidential information regarding payment methods. For this reason, the user's bank details are required for every new order.

Is it safe to shop at the Vialis Online Store?

In order to give maximum security to the payment system, Vialis uses Visa, Mastercard and American Express). In this sense, the confidential data of the payment are transmitted directly and in encrypted form to the corresponding financial institution.

WARRANTY AND PRODUCT INFORMATION

What product guarantee does the Vialis Online Shop offer?

Vialis makes rigorous quality controls by ensuring the best manufacturing quality and the materials used in its products. If you have any questions, please contact our Customer Service department via an email at info.eshop@vialis.es . Your query will be resolved as soon as possible.

What differentiates Vialis skins from other brands?

The skins used are characterized by the absence of artificial pigments, to avoid a uniform and impersonal appearance. These are tanned in the old style, which allows to notice all the different shades in tones and textures, typical of natural skins. This is why Vialis shoes age with the nobility of a good piece of furniture and can change their tones on the surfaces of more friction or friction during their use life.

How should Vialis shoes be maintained and taken care of?

- If they are not kept in dry places, whitish-looking moisture spots may appear, which are easily removed by wiping them with a dry cloth.

- The application of creams with natural, colorless or skin-tone anilines will always be a good nutrient to help the footwear maintain its liveliness and to recover areas with scratches or more rubbing.

- After a few minutes after applying the cream to the shoes, you have to brush them, preferably with a brush of natural bristles, like horsehair. Synthetic hair brushes can damage the surface

CHANGES AND RETURNS

What is the return period for orders?

All products can be returned within 14 calendar days from the date of receipt of the order.

Can I always exercise the right to return?

Not always; Only when the items to be returned meet the following requirements:

a) They should not have been used or damaged.

b) They must be in their original box with the original packaging and accessories included in the box.

c) The return must be notified within 14 days of receipt of the order.

Why can I return the purchased product?

a) For not meeting your expectations

b) Being defective or sending error

c) By change of size or color

What should I do if I want to return a product because it does not meet my expectations?

If for some reason you are not satisfied with the shoes purchased, you can return them within a maximum period of 14 calendar days, counted from the date you received them. To proceed with the return, you must contact us through the email address: e.service@vialis.es or rma.eshop@vialis.es . In the mail you must indicate your name and surname, the order number, the reason for the return and indicate the mode by which you want to make the return:

 

Order number:

First name and last name:

Reason:

Time and place of collection: (we do not guarantee that the collection will be exclusively at the specified time)

 

1-If the shipment is in Spain PAIR OF SHOES will organize the collection.

2- If the shipment is in other countries arround the world, the return have to be managed by the customer, just sending the goods by ordinary mail or through any other transport company. You can do it by packing and sealing the product preferably in the original packaging and sending it to the following address:

 

PAIR OF SHOES, S.L.

SAX CASTLE INDUSTRIAL POLYGON,

Street: C/ BARCELONA

03630 SAX -ALICANTE-

(TELEPHONE: 966 967 113)

 

Once you have verified that the shoes are in perfect condition and, therefore, the return is approved, you will receive the amount of the item, in the same way that you made the purchase.

Do I have to pay for my return or exchange?

Peninsular Spain, Balearic Islands and Andorra:

The transport costs generated by the return of the product (within the withdrawal period) will be borne by PAIR OF SHOES, provided there is no difficulty on the part of the CONTRACTOR to facilitate the delivery of the product to the service of Transport.

The transport costs for a change of size or color of the same model and family, will be borne by PAIR OF SHOES only in the first request for withdrawal,  if there is a second request for change of size or color ( Within 14 calendar days of receipt) the cost of returning the product to our warehouse will be borne by the CONTRACTING PARTY. For this, the CONTRACTING PARTY shall (two options):

a) Send the product with the original box, with the transport service you choose, to our warehouse in SAX-Alicante

b) Contact the customer service department via email e.service @ Vialis.es or info.eshop@vialis.es and make a previous transfer of 8 € to the bank account that will be provided, sending subsequently in a durable medium (email), proof of payment of this. PAIR OF SHOES will take care of collecting the product at the address and time to be agreed for its correct return.

Canarias, Ceuta, Melilla and rest of the world:

- The returns will be in your charge, therefore, the refund will be equal to the amount of the item less the corresponding initial shipping costs.

a) Send the product with the original box, with the transport service you choose, to our warehouse in SAX-Alicante, to the following address:

 

PAIR OF SHOES, S.L.

SAX CASTLE INDUSTRIAL POLYGON,

Street: C/ BARCELONA

03630 SAX -ALICANTE-

(TELEPHONE: 966 967 113)

 

The shipping of the new size or color in case of change, will be in charge of PAIR OF SHOES.

** In case of defective return, shipping costs are always borne by Vialis, so the refund will be equal to the value of the purchased item.

What should I do if I get bad or incorrect shoes?

In this case, please contact us through: e.eshop@vialis.es or rma.eshop@vialis.es , in the email indicate your name and surname, the Order number, the reason for return and the collection address.

You should also attach a photo of the article, where the tara can be appreciated,

Can I return or redeem my order from the online store in a Vialis store or at a point of sale of the brand (multibrand)?

Returns or exchanges are not accepted at branded stores or at points of sale. Vialis will only accept returns that have followed the established procedure.

How do I know that the return of my order has been completed and when will I receive the amount of my return?

As soon as we have verified that the product meets the return requirements and as a result we have approved, you will receive a confirmation email where the refund of the amount is in the process of being credited to your account. Remember that the credit card payment time always depends on the bank.

If the payment has been through PAYPAL, the return will receive it in the same account, with the credit card associated with it.

What do I have to do if my refund amount is incorrect?

Contact our Customer Service Department info.eshop@vialis.es ), and we'll fix your issue as quickly as possible.

How to change the size or color of the same model of the shoes I bought?

First, you must perform the RETURN of the model you want to change and make a new order through our website.

What do I do if I want to change my shoes for a different model than the one I purchased?

First, you must perform the RETURN of the model you want to change and make a new order through our website.

*** Vialis.es reserves the right to refuse returns sent or sent outside the set deadline or used articles