Our logistics partners for national and international shipments: Batch and CTT.

VIELA ships the ordered product(s) from Monday to Friday, from 9 am to 5 pm, excluding holidays, and on 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, therefore the order will be delivered without prior contact from the carrier, making it necessary to ensure that someone is 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 pickup point near the delivery address for later collection.

What is the delivery time?

Delivery times may vary depending on the destination country. Estimated delivery time in the Iberian Peninsula is 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 proceed with the refund of the amount paid, within a maximum period of 15 (fifteen) days from the date of notification of the unavailability.

I haven't received my order. What should I do?

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

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

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

If you need more information about the delivery of VIELA products, please consult our Terms and Conditions.

The customer must request an exchange/return of the order via email to info@vielastore.com, indicating the item(s) they wish to return/exchange, as well as the order number. Shipping costs for exchanges/returns are always the customer's responsibility.

REPLACEMENT:

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

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

2.1. In the case of an exchange via a shipping company, the brand sends the new product and collects the customer's old product at the time of delivery.

RETURNS (RIGHT OF WITHDRAWAL)

1. The User, if a consumer, may exercise the right of termination 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. According to Decree-Law No. 24/2014, of February 14, for exchanges/returns made in the online store, the customer has 14 (fourteen) days, after receiving the order at the address chosen by the customer, to be able to carry it out.

2.1. If you choose to pick up your order at the physical store, the 14 days begin counting from the day you receive the notification that your order is ready for pickup at the store.

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

The request must be sent to Rua Cesil de Baixo nº584 4800-020 Guimarães and the order receipt with the refund information must be included in the same package.

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

No returns are accepted in stores.

4. The refund will be processed within 14 days of receiving the item or sent as a voucher via mail, valid for 90 days.

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 collect on delivery will not be accepted.

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

No exchanges/returns are made for bikinis and swimsuits. In cases of defects or non-conformity of the ordered products, VIELA is responsible for collecting the item(s) from an address chosen by the user.

Please note, collections are only accepted from the country of origin of the respective order.

Please note that these conditions apply to returns and exchanges within Portugal. Please contact us at info@vielastore.com for information regarding returns and exchanges outside of Portugal.

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