Shipping & Returns
FREE shipping for Spain on orders over €50, cost of €3.95 on orders under €50.
International shipments have a cost of €7
You will be able to see the cost when you enter your shipping information in the purchase process, in some cases an extra income may be required to meet the shipping costs in certain specific locations. The customs costs and taxes of each international destination are not included in the shipment and must be managed by the client himself. Our parcel services do not deliver on weekends.
Our orders use a tracking system with an issue number provided by the transport company.
Complaints about shipments
The shipments are protected by insurance, in case of any incident of loss we will take charge of the refund of the amount or the reshipment of a new product. Please, check when you receive the order if the packaging is in perfect condition and the number of packages is correct. If you notice any anomaly, state it on the delivery note that you sign to the carrier. Record on the delivery note any sign of deterioration of the merchandise, deterioration or manipulation of the packaging, even if the material appears to be in good condition to be able to make the insurance claim if necessary.
Keep in mind that any claim for incidents and/or breakages must be made to the transport company within a maximum period of 24 hours from receipt of the merchandise. After 24 hours, neither the transport company nor VICTORIA is responsible for transport incidents, so the buyer will bear the expenses or losses that may be caused.
We show the availability of each product, if a product is in our warehouses it is shown with an estimated delivery time, if it is on its way to our warehouses, a longer time will be shown. In case of not being in this process, "Coming soon" or "Out of stock" will be displayed. Keep in mind that we work with very exclusive manufacturers from many parts of the world, we try to keep the information on product availability up to date, if not, we will contact you before processing the order.
RETURNS & EXCHANGES
If your VICTORIA basket is not what you expected, you have up to 15 calendar days to return your order, counting from the receipt of the order. To make the change or return, the product must be without signs of use, in its original packaging and with its corresponding label.
We do not make exchanges of articles, but returns. Therefore, if the customer wishes to change the item for a different one, they must purchase the new item and return the old one. The refund of the returned item will be made once we receive the order and it is verified that it is in perfect condition.
If upon receiving the item you detect any type of damage in it, you must notify us within a maximum period of 72 hours from the delivery of your order to the email email@example.com. You must report the defect or attach photos of it so that we can make an item change or proceed to repair it, the product in question cannot be used. After that period we cannot be held responsible for the damage.
- You must inform about the return through the email firstname.lastname@example.org within 15 calendar days from the day you received your order.
- Victoria will inform the client of the address to which you should send the product.
- The customer must return the products through a courier company of his choice. The return must be paid by the customer unless it is an error on the part of VICTORIA.
- The package must contain both the customer's first and last name and the order number in question, we can provide you with a sheet for you to fill out.
- Once the return is received after verifying that it is in perfect condition, the amount of the product will be refunded, the amount returned will appear again in your account in a period of 1-7 days, depending on the banking entities involved.
- In the event that the package does not arrive at our offices, we cannot be responsible for the refund of the amount.
- Changes are not accepted, only returns. In other words, if you want to exchange one item for another, you will have to purchase the new item and return the old one. Upon receipt we will refund the price of the returned item.