Our logistics partners for National and International shipments: Batch and CTT.

VIELA ships ordered product(s) from Monday to Friday, between 9 am and 5 pm, excluding public holidays, and in accordance with the days and times used by the logistics company, to the delivery address provided by the customer.

Our delivery service does not include a scheduling option, so the order will be delivered without prior contact from the carrier; it is necessary to ensure that someone is present at the delivery address.

If there is no one at the delivery address, a second delivery attempt will be made. If the second delivery attempt is unsuccessful, the order will be placed at a pick-up point near the delivery address for subsequent collection.

What is the delivery time?

The delivery time may vary according to the destination country. The estimated delivery time on the Iberian Peninsula varies between 3-6 business days. Rest of the world: 15-25 business days.

VIELA will inform the customer of the unavailability of the ordered product(s) and will refund the amount paid within a maximum period of 15 (fifteen) days from the date of becoming aware of the unavailability.

I have not received my order. What should I do?

If you do not receive your order within a maximum period of 90 (ninety) days from the date of payment, please send an email to info@vielastore.com informing us of what happened.

Delivery is considered complete upon signing the delivery receipt at the agreed address.

To ensure delivery before Christmas, please place your order by December 18th.

If you require further information regarding the delivery of VIELA products, please consult our Terms and Conditions.

The customer must request the exchange/return of the order via email at info@vielastore.com indicating the item(s) to be returned/exchanged, as well as the order number. Shipping costs for exchanges/returns are always borne by the customer.

EXCHANGE:

1. Exchanges are made within 14 days, provided that the item is duly accompanied by the invoice, shows no signs of use, and is packed in its original packaging.

2. An item exchange can be made at one of the VIELA STORE locations (Guimarães, Lisbon, Porto, Arrábida Shopping, and Braga) or via courier with an associated cost of €7 (cost for new shipment and collection). The customer must send an email to info@vielastore.com requesting the exchange with the order number.

2.1. In the case of an exchange via courier, the brand will send the new product and collect the one the customer currently has at the time of delivery.

RETURN (RIGHT OF WITHDRAWAL)

1. The User, if a consumer, may exercise the right of withdrawal without being required to pay any compensation, within 14 (fourteen) days from the day on which the consumer acquires physical possession of the goods.

2. In accordance with Decree-Law no. 24/2014, of February 14, for exchanges/returns made through the online store, the customer has 14 (fourteen) days after receiving the order at the address chosen by the customer to perform it.

2.1. If you choose to pick up your order at a physical store, the 14 days begin on the day you receive the notification that your order is ready for collection in-store.

3. To exercise this right, the user must send an email to info@vielastore.com requesting the return with the order number.

The order must be sent to Rua Cesil de Baixo nº584 4800-020 Guimarães and contain the order receipt inside the same package.

The consumer must return the goods to Viela in proper condition within 14 (fourteen) days after receiving the order.

Refunds are not processed in stores.

4. The refund is processed within 14 days after receipt of the item or as a voucher sent to the email address with a 90-day validity.

Shipping costs, if applicable, will not be refunded as they are expenses outside the scope of the service contracted by VIELA.

Any package received without sender identification or sent cash-on-delivery will not be accepted.

For an exchange/return to be successful, it is mandatory that the item be delivered in its perfect condition (without having been used, washed, or having odors), in the same way it was sold, and accompanied by the respective invoice and tags. Exchanges/returns are not accepted for items that have been altered, washed, used, or damaged in any way due to misuse.

Exchanges/returns of bikinis and swimsuits are not accepted. In cases of defects or non-conformity of the ordered products, VIELA takes responsibility for collecting the item(s) from an address of the user's choice.

Please note, collections are only accepted from the country where the respective order was originally shipped.

Please note, these conditions are valid for returns and exchanges in Portugal. Please contact us via email at info@vielastore.com for information regarding returns and exchanges outside of Portugal.

In-store collections are only covered by the satisfaction or return policy at the time of order pickup.