FAQs (Frequent Answered Questions)


Click on a question in this list to be redirected to the answer.

 

  CUSTOMER CARE

  1. 1.What should I do if I have a query relating to the Vialis online shop?
  2. 2.In which countries can I buy Vialis products online?
  3. 3.Do you replace articles or sizes showing as out of stock?
  4. 4.Can I receive regular information e-mails with the latest Vialis news and offers?

 

 HOW TO BUY

  1. 5.How do I buy from the Vialis online shop?
  2. 6.How do know which size I am?
  3. 7.How do know that my order has been correctly processed?
  4. 8.How can I find out when I will receive my order and the status of my order?
  5. 9.What is the order tracking number?
  6. 10.Can I delete an item from my order?
  7. 11.Can I cancel my order?

 

 DELIVERY METHODS

  1. 12.How long do orders take to arrive?
  2. 13.What are the delivery charges?
  3. 14.Do I have to pay customs duties or taxes on the items ordered?
  4. 15.What happens if there is nobody home to receive my order?

 

 PAYMENT METHODS

  1. 16.What payment methods can I use to make my purchase?
  2. 17.Are the bank details that I provide at the time of purchase stored?
  3. 18.Is it safe to buy from the Vialis online shop?

 

 GUARANTEE AND PRODUCT INFORMATION

  1. 19.What product guarantees does the Vialis online shop offer?
  2. 20.What makes Vialis leather different to other brands?
  3. 21.How should I look after Vialis shoes?

 

 EXCHANGES AND RETURNS

  1. 22.What is the time limit for returning orders?
  2. 23.Do I always have the right to return items?
  3. 24.For what reasons can I return the product received?
  4. 25.What should I do if I want to return a product which does not meet my expectations?
  5. 26.Do I have to pay for my return or exchange?
  6. 27.What is return insurance?
  7. 28.What do I do if I receive damaged or the wrong shoes?
  8. 29.Can I return or exchange my order from the online shop at a Vialis store or a (multibrand) brand point of sale ?
  9. 30.How do I know when my return is complete and when will I receive my refund?
  10. 31.What should I do if the refund amount is incorrect?
  11. 32.How do I change the size or colour of the shoes that I purchased?
  12. 33.What should I do if I want to change the shoes for a different model?

 

 

 

CUSTOMER CARE


1.What should I do if I have a query relating to the Vialis online shop?

If you have any questions regarding our online services and products contact our Frequently Asked Questions (FAQs) where you will find answers to the most common questions. Alternatively, you can contact our customer care department by e-mail to info.eshop@vialis.es or telephone +34 93 264 00 58 and your questions will be dealt with as quickly as possible.

 

2.In which countries can I buy Vialis products online?

You can buy in Spain and Andorra; and now, the delivery is also expanded to the following countries:

 

       Argentina          Czech Republic          Estonia            Hungary         Nicaragua         Puerto Rico

         Austria                   Chile                   Finland             Italy               Norway        United Kingdom

        Belgium              Colombia               France             Ireland            Panama         United States

         Bolivia               Costa Rica             Greece             Latvia             Paraguai           Slovenia

          Brazil                Denmark            Guatemala       Luxemburg          Peru               Slovakia

       Bulgaria           Ecuador           Germany         Mexico          Poland          Sweden

        Canada             El Salvador            Honduras        Netherlands        Portugal          Switzerland     

 

 

For other destinations e-mail us at info@vialis.es



 

3.Do you replace articles or sizes showing as out of stock?

If an item is out of stock we aim to replace it as soon as possible. If there is no more stock the item will be removed from the website.

 

4.Can I receive regular information e-mails with the latest Vialis news and offers?

Yes. Click on Subscribe at the top of the screen near the social network icons and sign up to Viales.es. Once registered you will receive information on the latest news, the look book, new season trends and Vialis events. In addition, you can cancel your membership at any time.

 

 

HOW TO BUY

 

5.How do I buy from the Vialis online shop?

It’s simple! Follow these steps:


A- Choose an item
Choose the item and once you have entered the product file you will see a brief description of the shoes and leather care. There you should select your size and click Add for it to be added to your shopping basket. You can continue shopping or go to your shopping basket to see the items selected.
Throughout the shopping process you can change the content of your purchase: delete items, add new items, change the amount ordered or leave them pending.

You also have the choice to Add to favourites, where you can group and save the selection of products that you like the most. Subsequently you may see all selected products in the section entitled My favourites.


B- Identification/Registration/Login
In order to shop at the Vialis online shop you should register. Once you have confirmed the items for purchase a registration screen will appear which must be completed. Thus you create your Vialis account and your future purchases will be quicker.

 

C- Address/delivery

Having completed the information regarding your personal details you must select a delivery and invoice address. You can save several delivery and invoice addresses and when you wish to return to the Vialis online shop you will only need to identify yourself as all your details (except for payment method) are stored and it will only be necessary to change the delivery and invoice address if you so wish.


D- Payment
Once you have checked all the information regarding your purchase a new page will appear where you should select the payment method and enter the necessary details via our secure payment Gateway.

Vialis.es will not retain details regarding the payment. These will only be used together with the registration details to process, confirm and dispatch your order.

Vialis offers you the chance to choose the delivery option with return or exchange insurance (reference question 27) for deliveries to Mainland Spain and Balearic Islands.

The charge will be made to your account as soon as you have made the order. In the event that one of the items in your order is out of stock or there was a problem at the time of dispatch we will refund the corresponding amount.
Vialis reserves the right to refuse any card transaction. In this case, we will refund the amount to the card originally used.

For more information please read our Conditions of purchase (link to Conditions of purchase page).

 

6.How do I know which size I am?

Beside the product description, where the sizes appear you will find a guide with a table showing the equivalents for different sizing systems.

 

7.How do I know that my order has been correctly processed?

As soon as your payment has been made and your order has been recorded you will receive a confirmation e-mail for your order. If you do not receive this, contact our customer care department at: info.eshop@vialis.es.

 

8.How can I find out when I will receive my order and the status of my order?

As soon as your order is dispatched from our warehouse you will receive a notification e-mail which will contain the order tracking number (with a link to the delivery company website), with which you can check on the status of your order in real time. Issuance is carried out the day after the receipt of said email.

 

9.What is the order tracking number?

This is the number that the courier service associates with all deliveries which appears in the e-mail that we send you when your order leaves our warehouse.

Always use this number when contacting the courier service of checking on the status of your order.

 

10.Can I delete an item from my order?

Yes. From your shopping basket you can delete all unwanted items provided that you have not completed your purchase order.

 

11.Can I cancel my order?

You cannot cancel your order if you have completed your purchase order.

 

 

DELIVERY METHODS

 

12.How long do orders take to arrive?

 

**All orders made from August the 1st to August the 21st, will be delayed because the administration of the online store will not be operative during that period of time**


Spain and Andorra
All orders confirmed by our online shop are sent within approximately 1 to 3 working days by one of our courier services. For the Canary Islands, Ceuta and Melilla transport will be within 3 to 5 working days. As soon as your order leaves our warehouse we will send you a confirmation email with the tracking number.

 

Other Countries

Destination                                                        Estimated delivery time

Portugal                                                                 1-3 Working Days


Austria, Germany and Luxemburg                               4 Working Days

 

Belgium, France, Italy and Netherlands                      3-4 Working Days

 

Ireland                                                                  4-5 Working Days

 

Finland, Greece, Slovakia,

Slovenia and Estonia                                               5-6 Working Days



 

As soon as your order leaves our warehouse we will send you a confirmation email with the tracking number.



 

13.What are the delivery charges?

Vialis offers comfort and flexibility for purchasing from our shop and therefore we sent your order FREE OF CHARGE within the Mainland Spain, the Balearic Islands and Andorra. You have the option to pay for return insurance, exclusively for the Mainland Spain and the Balearic Islands at a cost of 3€.

The cost of delivery to the Canary Islands, Ceuta and Melilla is 12€.

 

International Deliveries

Destiny                                                                                                        Delivery charge

Portugal                                                                                                              Free  

 

Czech Republic, Austria, Belgium, Denmark, France, 

Germany, Italy, Luxemburg, Netherlands, Poland                               9, 00€

Switzerland and United Kingdom       

 

Bulgaria, Estonia, Hungary, Finland, Greece, Ireland,

Latvia, Lithuania, Norway, Sweden,                                                                18, 00€  

Slovakia, and Slovenia                

                               

Canada and United States                                                                                23,00€                                

                             

Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica ,

Ecuador, El Salvador, Guatemala, Honduras, Mexico,                                   30,00€

Nicaragua, Panama, Paraguay, Peru, Puerto Rico,

Dominican Republic, Uruguay and Venezuela

 

                                  

14.Do I have to pay customs duties or taxes on the items ordered?

For all deliveries outside of Spain, the Canary Islands, Ceuta and Melilla, the product price will exclude VAT. The relevant costs of taxes associated with customs duties and taxes in your country will be paid by the courier service and reclaimed from you on delivery.

Customs policies vary greatly from one country to another therefore you should contact your local Customs Office for further information.

 

15.What happens if there is nobody home to receive my order?

Deliveries take place from Monday to Friday between 9:00a.m. and 7:00p.m. In the event that you are not located the first time, a second attempt will be made where the courier will contact you beforehand to agree a delivery time or for you to collect the package from the corresponding office.

In the event that this second delivery attempt fails, your order will remain at the MRW (courier service) offices for 15 days for your collection. After this time if you have not collected your order, it will be returned to our warehouse and Vialis will send you an e-mail to notify you of how the final delivery will be made. In this case, you will be responsible for all delivery costs.

 

 

PAYMENT METHODS


16.What payment methods can I use to make my purchase?

*** From June the 10th and during a limited period of time, purchases made online, will only be accepted by PayPal.***

The Vialis online shop accepts Visa, MasterCard and American Express. For payments with credit or debit cards, the charge is made online in real time via our secure payment gateway once all details have been verified. For more information see Conditions of purchase (link to conditions of purchase page).

We also offer the option to pay via PayPal.

 

17.Are the bank details that I provide at the time of purchase stored?

For security reasons, the Vialis online shop will never have Access to confidential information regarding payment methods. For this reason, user’s bank details are requested for every new purchase.

 

18.Is it safe to buy from the Vialis online shop?

In order to provide maximum security for payments, Vialis uses the secure payment method of leading financial institutions in e-commerce (Visa, MasterCard and American Express). Therefore all confidential payment details are encrypted and transmitted directly to the corresponding financial institution.

 

PRODUCT GUARANTEE

 

19.What product guarantees does the Vialis online shop offer?

Vialis carries out strict quality checks to ensure the best quality in the manufacturing processes and materials used in their products. If you have a question, contact our customer care department by e-mail at info.eshop@vialis.es. Your question will be answered as soon as possible.

 

20.What makes Vialis leather different to other brands?

The leather used is characterized by the lack of artificial pigments to avoid a uniform and impersonal appearance. They are tanned in the traditional manner which allows the appreciation of all the nuances in tone and texture typical of natural leather. This is why Vialis shoes age with the nobility of good furniture and can change their surface colours due to friction and bending throughout their life.

 

21.How should I look after Vialis shoes?

- If not kept in dry places, whitish patches can appear from the damp. These can easily be removed with a dry cloth.

 

- The application of natural dye, colourless or leather colour creams will always be good nutrients to help the footwear last and to repair areas with scratches or the most friction.

 

- A few minutes after applying these creams, the shoes must be brushed with a natural bristle brush such as horsehair. Synthetic bristle brushes may damage the surface.

 

 

EXCHANGES AND RETURNS

 

22.What is the time limit for returning orders?

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

 

23.Do I always have the right to return items?

Not always; only when the items returned meet the following requirements:

 

a) They must not have been used or damaged.

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

c) They must be returned within 14 days from receipt of the order.

 

24.For what reasons can I return the product received?

a) For not meeting your expectations

b) For being damaged or a delivery error

 

25.What should I do if I want to return a product which does not meet my expectations?

If for any reason you are not satisfied with the shoes purchased you may return them within 14 calendar days from the date received. To carry out the return, contact us via e-mail at rma.eshop@vialis.es. The e-mail should include your full name, the order number, the reason for return and how you want to proceed with the devolution:

 

   1- If you want to request a home return you have to indicate the collection address. After checking the details, we will send a courier to collect the package within 24 hours (wherever possible). The courier will contact you to arrange the collection. Once we have checked that the shoes are in perfect condition and therefore approve the return you will receive the cost of the item minus the delivery costs in the same way as you made the purchase.

 

   2- If you prefer to send your items via the Post Office or a different courier, you will have to use the original package; keep in mind that we cannot accept liability for goods that get lost or damaged in transit back to us.

The address to return items to is:

POLIGONO INDUSTRIAL CASTILLO DE SAX NAVE 5

03630 SAX, ALICANTE, ESPAÑA

Tel. +34 93.264.00.58

Pair of shoes SL (Vialis)

Once we have checked that the shoes are in perfect condition and therefore approve the return you will receive the cost of the item in the same way as you made the purchase.



26.Do I have to pay for my return or exchange?

a) Mainland Spain and Balearic Islands:

- If you selected the return insurance option on the delivery form, the delivery costs are not your responsibility, therefore we will refund you the full amount of the item purchased.

- In the case of no return insurance you will receive the item amount minus the corresponding delivery costs if the return is managed by Vialis.

b) Andorra, Canary Islands, Ceuta, Melilla and Other Countries:

- Delivery costs will be your responsibility therefore the refund will be equal to the item amount minus the corresponding carriage costs if the return is managed by Vialis.

** In the event of return due to damage, Vialis will carry the cost of delivery meaning that the refund will be equal to the value of the item purchased.

 

27.What is return insurance?

It is an option that we provide on the delivery form only available for deliveries to the Mainland Spain and the Balearic Islands. With this option we provide you with peace of mind when purchasing products by enabling you to return them free of charge.

For 3€, you may exercise the right to return or exchange size/colour of the same model without any carriage costs.

 

28.What do I do if I receive damaged or the wrong shoes?

In this case, contact us via: rma.eshop@vialis.es, stating in the e-mail your full name, order number, the reason for return and the collection address. In addition, you should attach a photograph of the item where the damage can be seen so that we can offer you a fast solution.

 

29.Can I return or exchange my order from the online shop at a Vialis store or a (multibrand) brand point of sale?

Returns and exchanges are not accepted at the brand’s shops or points of sale. Vialis will only accept returns that have followed the set procedures.

 

30.How do I know when my return is complete and when will I receive my refund?

As soon as we have verified that the product meets the return requirements and subsequently we have approved it, you will receive a confirmation e-mail indicating the amount to be refunded to your account. Remember that the credit card refund always depends on the bank.

 

31.What should I do if the refund amount is incorrect?

 Contact our customer service department (info.eshop@vialis.es), and we will resolve your problem as quickly as possible.

 

32.How do I change the size or colour of the shoes that I purchased?

Firstly, you should RETURN the shoes you wish to change (see point 25 which explains how) e-mailing us to rma.eshop@vialis.es, and without having to do a new order through the eshop, you just tell us the new size or colour you want, and your second delivery will bee free of transport charges.

 

**With return insurance (exclusively for mainland Spain and the Balearic Islands): Simply send an e-mail to: rma.eshop@vialis.es indicating your full name, order number, reason for return (in this case, request a change in size or colour and indicate the new size or colour required) and the collection address. We will send you an e-mail with information regarding stock availability and delivery times. With the return insurance you do not have to create a new order.

 

33.What should I do if I want to change the shoes for a different model?

Vialis offers you the freedom to choose a new model and we will return the Money already paid for you to make your new order.

 

***Vialis.es reserves the right to refuse returns notified after the fixed time limit or for used items.