How to buy

 

FAQ

  1.      In which countries is it possible to shop online?

You can currently shop in the following countries: Germany, Austria, Spain, France, Italy, Holland, Portugal.

 

  1.      How many languages is it possible to browse in?

The VAZVA.es browsing languages are: Spanish and English.

 

  1.      In which languages can I contact the customer-service?

The languages of the customer-service are: Spanish and English.

 

  1.      Are the online store prices the same as those in the VAZVA stores?

Yes, but if there is any difference between the prices shown on the website and those marked on the label on the clothes, the correct price will be the one shown on the purchase ticket.

 

  1.      Will I receive the same product that I see in the photo?

Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.

 

  1.      Is it possible to receive periodic information via email about VAZVA’s latest new products and offers?

Yes. By simply clicking on Newsletter you will receive information on VAZVA's latest products, lookbook and events.

 

  1.      Can I cancel my VAZVA Newsletter subscription?

You can easily cancel your subscription by clicking on the Newsletter menu. Fill in your email address and select „send“.

 

  1.      How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the section „LOGIN“. Go to „forgot your password?“ and send us your email address. We will send you an e-mail with a new password.

 

  1.      How can I be sure that I’ve made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, please contact our customer service

 

  1.   Can I track my order?

Yes, you can see the updated status of your order in real time. To do this, go to the "my orders" section in your account. If you are not registered, click on the "Order Information" link in the confirmation email sent to you.

 

  1.   Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

 

  1.   Can I cancel my order?

Yes. You can cancel your order as long as its status allows you to. To do this, go to the "my orders" section in your account. If you are not registered, click on the "Order Information" link in the confirmation email sent to you and click cancel.

 

  1.   What should I do if I receive a faulty item?

VAZVA only sells items in perfect condition. In the rare event of receiving a faulty item, please contact our customer service.

 

  1.   What should I do if I receive a incorrect item?

If you accidentally receive an item you didn’t order, please contact our customer service.

 

  1.   Is my personal information treated as confidential?

All the information you share with us is treated in a private and confidential way from VAZVA S.L. for the development, compliance and fulfilment of the contract of sale, to see to your demands and provide information on the products. Check all the details in our Privacy Policy.

 

  1.   How can I contact the customer service?

You can send us your questions and comments through the contact form available on our webpage, you can talk to us by calling +34 991904251 or you can send us an email to info@vazva.es.

 

 

Payment  

 

Although we are trying to ensure that all prices appearing on our webpage are correctly, errors may occur. If we discover an error in one of the prices of a product you have already ordered, we will inform you as soon as possible. You will be given the opportunity of either reconfirm your order at the correct price or cancelling it. If we are unable to contact you, the order will be cancelled and we will refund all payments received from you.

 

We are not obligated to supply any product(s) at an obvious incorrectly reduced price (even though we have already sent you a confirmation-mail).

 

What payment method can I use to make my purchase?

We offer the following payment methods: Visa, Electron, Mastercard, American Express, Paypal.

 

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

 

- The card may have expired. Check that your card is still valid.

 

- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

 

- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

 

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

 

 

Shipping

 

Where can I receive my order?

It can be sent to an address selected by you (home, work, Packstation, etc. - never a PO Box).

 

How long will my order take to arrive?

Delivery times depend on the country you want your order delivered to.

 

ZONE

SERVICE

PENINSULA

24h-48h

BALEARES

48h-72h

CANARIAS

48h-72h

CEUTA & MELILLA

48h-72h

PORTUGAL

24h-48h

FRANCE

72h-96h

GERMANY

72h-96h

AUSTRIA

72h-96h

ITALY

72h-96h

HOLLAND

72h-96h

UK

72h-96h

 

Furthermore, you can find the estimated day of arrival in the confirmation-mail of order. If no estimated day is denoted, the delivery will be made within 15 days after the confirmation of order was sent.

 

Notwithstanding the above, delays may occur for any of the following reasons:

Product personalisation, 

- Specialised items, 

- Unforeseen circumstances 

- Delivery area.

 

If for any reason we are unable to meet the given delivery date, we will inform you with the option of continuing the purchase, setting a new delivery date or alternatively, of cancelling the order with a full refund of the amount paid. Please note that we do not deliver on Saturdays or Sundays.

 

A delivery is understood to have taken place when a signature confirms that the product/s have been delivered at the agreed delivery address.

 

How much do I pay for the delivery service?

The price of delivery service depends on the country supplied.

 

ZONE

PRICE

FREE SHIPPING ON ALL ORDERS FROM:

PENINSULA

5,95 €

30 €

BALEARES

9,95 €

30 €

CANARIAS

9,95 €

30 €

CEUTA & MELILLA

12,95 €

30 €

PORTUGAL

5,95 €

30 €

FRANCE

9,95 €

80€

GERMANY

9,95 €

80€

AUSTRIA

9,95 €

80€

ITALY

9,95 €

80€

HOLLAND

9,95 €

80€

UK

9,95 €

80€

 

 

What happens in case of inability to deliver?

Following an unsuccessful attempts of delivery, we will leave a note explaining where your package can be found and what to do in order to collect it. If the order still has not been delivered after 20 days for causes not attributable to us, we consider that you wish to withdraw from the Agreement and therefore it will be cancelled. We will refund the payments received from you excluding the shipping costs.

 

 

Returns

 

What should I do to return an item?

 

In Spain and Portugal:

You have two options for returning an item:

-        In store:

Use one of our stores in A Coruña to return the product.

-        Collection from home: Contact us via e-mail: info@vazva.es or call us: +34 981 904 251 and we will make an appointment to collect the item.

 

Regardless of the returns method you must always return the goods using the original packaging and enclose all other documents relating to the product and the returns slip. This will ensure that we can process your return as quickly as possible. Items of clothing must be in perfect condition in order for us to guarantee you a refund of the full purchase price.

 

Which products are excluded from the refund policy?

The following items are excluded from the refund policy:

-        Personalised items

-        Sealed goods that are not suitable for return due to hygiene reasons and that have had their seal broken after delivery

-        CDs / DVDs with the original seal removed

 

What is the returns period?

The returns period is 30 days from the delivery date.

 

Do I have to pay to return something?

Returns within Spain and Portugal are always free at VAZVA.es providing you choose one of the methods offered by us:

-        Return to store.

-        Request a collection from home or by post using the returns form available in the "YOUR ACCOUNT/RETURNS" section.

 

How will I receive the refund?

Once your return has been approved you will receive a refund to the same method of payment that you used to pay for the purchase. If you have chosen cash on delivery, we will transact the money to your bank account.

 

When will I receive the refund?

Once your return has been approved you will receive an e-mail confirming that the amount will be credited in a few days.

 

What should I do if the refund amount is incorrect?

Please contact our Customer Service Department. We will resolve the problem as quickly as possible.

 

VAZVA.es reserves the right to refuse the return of items if notification is not received within the designated period.

 

Outside of Spain and Portugal:

 

If you want to return goods you can do so by posting them to the following address to your own expense:

 

VAZVA

Calle Real 69

15003 A Coruña

Spain

 

You must always return the goods using the original packaging and enclose all other documents. Items of clothing must be in perfect condition in order for us to guarantee you a refund of the full purchase price.

 

Which products are excluded from the refund policy?

The following items are excluded from the refund policy:

-        Personalised items

-        Sealed goods that are not suitable for return due to hygiene reasons and that have had their seal broken after delivery

-        CDs / DVDs with the original seal removed

 

What is the returns period?

The returns period is 30 days from the delivery date.

 

Do I have to pay to return something?

Yes. If you want to return Items from outside of Spain or Portugal you have to choose the carrier and return the goods on your own expense. Furthermore you have to send it with a tracking number so in case of loss you can provide that you have sent the package.

 

How will I receive the refund?

Once your return has been approved you will receive a refund to the same method of payment that you used to pay for the purchase.

 

When will I receive the refund?

Once your return has been approved you will receive an e-mail confirming that the amount will be credited in a few days.

 

What should I do if the refund amount is incorrect?

Please contact our Customer Service Department. We will resolve the problem as quickly as possible.

 

VAZVA.es reserves the right to refuse the return of items if notification is not received within the designated period.

 

 

Exchanges

 

Exchanges may only be made by first requesting a return and than placing a new order.

 

How long do I have to make an exchange?

Exchanges must be made within 30 days from the delivery date.

 

 

Revocation declaration

 

Right of cancellation

 

If you as a consumer conclude a contract, you are entitled to cancel it without specifying reasons within the statutory cancellation period.

 

The cancellation period ends 14 days from the day on which you or a third party appointed by you, who is not the carrier, took possession of the goods.

 

In order to exercise your right of cancellation you must inform us that you wish to cancel the contract in one of the following ways:

 

a)     By post:

VAZVA

Calle Real 69

15003 A Coruña

Spain

 

b)     By email:

 info@vazva.es

 

c)     By telephone:

+34 981 904 251

 

If you wish you can use our cancellation form template to do so. In order to comply with the cancellation period, it is sufficient for you to dispatch your notification about exercising the right of cancellation prior to the expiry of the cancellation period.

 

You do not have the right to cancel if the delivery involves one of the following products:

i. Items that have been customised.

ii. Music CDs/DVDs with their original seal removed.

iii. Sealed goods that are not suitable for return due to hygiene reasons and that have had their seal broken after delivery.

 

Consequences of cancellation

 

Delivery within Spain and Portugal:

If you cancel this Contract, we will immediately refund all payments received from you, including shipping costs (with the exception of additional costs arising because you have chosen a shipping method other than the standard shipping method offered by us) and in any event, no later than 14 days from the date on which this notification about your cancellation is received by us. For this refund, we use the same payment method that you used for the original transaction. Under no circumstances will we charge you for this refund. Notwithstanding the aforementioned, we may refuse the refund until we have received the returned goods or until you have provided evidence that you have returned the goods, depending on which takes place sooner.

 

You must return or hand over the goods to us immediately and no later than 14 days from the day on which you informed us of your cancellation of the contract. The period shall be deemed to have been complied with if you dispatch the goods prior to the expiry of the period of 14 days.

Goods can be returned free of charge using one of the following options:

a)     Returns to a VAZVA store in A Coruña

b)     Returns be courier

If you want to return the products via a courier instructed by us, you must contact us through our web form or call +34 981 904 251. We will offer to arrange a free collection by courier from your home.

 

Alternatively, you can return the goods to the following address at your own expense. Remember to use a tracking number so we can

 

VAZVA

Calle Real 69

15003 A Coruña

Spain

 

If you choose to return the items to us "cash on delivery", please note that we are entitled to charge you for any costs incurred.

We will check the returned items and inform you about your right to a refund for the amounts paid. The refund will take place as quickly as possible, and in any event, within 14 days from the date on which we received notification of your cancellation. Notwithstanding the aforementioned, we may refuse the refund until we have received the returned goods or until you have provided evidence that you have returned the goods, depending on which takes place sooner. The refund will always be made to the same payment method that you used to pay for the purchase.

You are only required to cover any loss in value of the goods, if this loss in value is due to handling of the goods that is not necessary for inspecting the quality, characteristics and function of the goods.

 

 

Delivery outside of Spain and Portugal:

If you cancel this Contract, we will immediately refund all payments received from you, with the exception of shipping costs and additional costs arising because you have chosen a shipping method other than the standard shipping method offered by us and in any event, no later than 14 days from the date on which this notification about your cancellation is received by us. For this refund, we use the same payment method that you used for the original transaction. Under no circumstances will we charge you for this refund. Notwithstanding the aforementioned, we may refuse the refund until we have received the returned goods or until you have provided evidence that you have returned the goods, depending on which takes place sooner.

 

 

You must return or hand over the goods to us immediately and no later than 14 days from the day on which you informed us of your cancellation of the contract. The period shall be deemed to have been complied with if you dispatch the goods prior to the expiry of the period of 14 days.

Goods can be returned by sending them to the following address at your own expense. If you do so remember to use a tracking number so we can follow the package until it arrives.

 

VAZVA

Calle Real 69

15003 A Coruña

Spain

 

If you choose to return the items to us "cash on delivery", please note that we are entitled to charge you for any costs incurred.

 

We will check the returned items and inform you about your right to a refund for the amounts paid. The refund will take place as quickly as possible, and in any event, within 14 days from the date on which we received notification of your cancellation. Notwithstanding the aforementioned, we may refuse the refund until we have received the returned goods or until you have provided evidence that you have returned the goods, depending on which takes place sooner. The refund will always be made to the same payment method that you used to pay for the purchase.

 

You are only required to cover any loss in value of the goods, if this loss in value is due to handling of the goods that is not necessary for inspecting the quality, characteristics and function of the goods.

 

 

 

 




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