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.

The shipping cost, added to the price of the purchased products, is automatically calculated at checkout.

Shipping is free for orders of €60 or more within Portugal. For orders under €60, a shipping fee of R$5 will be charged. For other islands, shipping costs €7 .

Note: Viela is not responsible for customs fees and charges related to orders placed online.

Yes, in-store orders are free.

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.

• Check that the packaging is in perfect condition.
• If there is any non-conformity (for example: packaging showing signs of tampering), you should refuse delivery.

Viela regrets any inconvenience caused, but these measures must be taken to protect customers from potential fraud.

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.

An item can be exchanged at one of the VIELA STORE locations (Guimarães, Lisbon, Porto, Arrábida Shopping and Braga) or via courier.

In the case of an exchange via courier, the brand sends the new order and collects the item you have. When you receive the new order from the delivery person, they will already be waiting to receive the item you have, so it will be an exchange for an exchange. The package must be returned in the same sealed packaging. There is no need to write anything on the packaging.

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 the consumer acquires physical possession of the goods.

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.

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.

To exercise this right, the user must send an email to info@vielastore.com.

The order must be sent to Rua Abade de Tagilde nº14 4810-290 Guimarães and the order receipt with the refund details must be included in the same package. The consumer must return the goods to Viela in the proper condition for use within 14 (fourteen) days of receiving the order. Returns are not accepted in stores.

The refund will be processed within 14 days of receiving the item, or the refund will be sent as a voucher to your email address, 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 respective invoice and tags.

We do not accept exchanges/returns of items that have been altered, washed, used, or otherwise damaged due to misuse.

If the order is not received within the indicated timeframe, the customer must contact Viela's customer service. During this period, no refund can be issued, as the loss of the order must be verified and confirmed.