Return policy

 

 

1. Right to Return


The law recognizes only the consumer’s right to withdrawal in the case of contracts made outside of the shop, by catalogue or online. Pursuant to European regulation on Electronic Commerce, approved on September 20, 2011, the deadline for the return of an item is 14 calendar days from the date of receipt.

Also, in accordance with this regulation, e-commerce companies should only bear the shipping costs if the item returned is faulty, and therefore exempted from this payment for any other reason. Therefore, the purchaser shall carry the costs of returning the item in the case of it not meeting their expectations.


To exercise this right you must notify your intention to revoke the contract of sale to the seller within the period indicated above. Once the withdrawal has been declared you must return the goods under the same conditions in which they were delivered. It is imperative that the product to be returned is in its original state, should not be used or damaged and it must be in its original box: keep the tags, original packaging and accessories included in the box.

Pair of shoes SL meanwhile, will refund the order as soon as possible. We will not accept returns outside the deadline (14 days), or returns of used or damaged items.

Remember that only products purchased directly from this website may be returned by the procedure described below. If you purchased Vialis products in a physical store or other website they must be returned to the same place as purchased.

 

 

2. Returns procedure


  A- Return for not meeting expectations

The withdrawal should be communicated to the vendor by e-mail to rma.eshop@vialis.es, stating:

1) Full name

2) Order number

3) Reason for return

4) Collection address

Later, our courier will collect the product that you wish to return from the location indicated in the return e-mail. After receiving the item and checking its perfect condition we will refund the payment on the card which will be paid according to the conditions of your bank.

For the return to be correct it must meet the following conditions:

- The product must not be used or damaged

- All products must be packaged in the same manner in which they were received with all accessories included in the box. In the event of not having the same packaging, it must be large enough to contain the article.

- The product must be returned within 14 days of receipt.

 

  B- Returns of faulty goods

Send an e-mail to rma.eshop@vialis.es, including:

1) Full name

2) Order number

3) Reason for return

5) Photograph of article (showing the damage), for us to provide an effective solution, wherever possible before the return.

6) Collection address

The refund applies only to products purchased that are under guarantee. It is essential that the defective items are returned in good condition for a proper assessment.

 

 

3.Exchange procedure


  A- Ordinary

If you just wish to make a CHANGE (colour or size), you must first RETURN the item you wish to exchange (for this you must follow the procedure outlined in section 2.A) and request a new colour or size. There's no need to reorder them again through the e-shop, so the delivery costs are not going to be in your charge.

 

The reorder is necessary in case of changing the model.

 

  B- With return insurance exclusive** for deliveries to mainland Spain and the Balearic Islands

If you opt for the return insurance at the time of purchase, you are entitled to a change in size or colour of the same model of the aforementioned article without making a new purchase.

Simply send an e-mail to rma.eshop@vialis.es, stating:

1) Full name

2) Order number

3) Reason for return

4) Request for new size or colour

5) Collection address

In cases of change in size or colour, keep in mind that we cannot reserve items. Therefore, after receiving the item back at our offices we will check the availability of the new item and you will be notified.

**For more information check our FAQs

 

 

4. Return delivery costs


  A- Return for not meeting expectations


    a.1- Deliveries to mainland Spain and Balearic Islands

Pair of shoes , SL offers you the possibility to opt for return insurance when shopping for deliveries within the Iberian Peninsula and Balearic Islands. Thus, you can make a return for change of size or colour without requiring postage. The insurance cost is 3 € and is reflected in the final amount of your order.

. If you prefer not to take out the insurance the delivery costs will be your responsibility so we will refund the order amount less corresponding delivery costs.

 

    a.2- Deliveries to Andorra, Canary Islands, Ceuta, Melilla and Other Countries

In this case and in accordance with the provisions of the existing E-commerce Regulations of the European Economic Community, the shipping costs for returns will be your responsibility so we will refund the order amount less delivery costs.

 

 

  B- Returns for error in delivery of damaged goods

Pair of shoes, S.L assumes all corresponding delivery costs.

**For more information regarding returns go to our FAQ page or contact us via info.eshop@vialis.es, or telephone +34 93 689 75 59.