Exchanges and Returns

Go to the customer area and request the return of the Parcel Separator.

Select an order.

Under the Return option, select the items you intend to return. Indicate the reason for return for each item.

You can select the following options:

- Delivery to a physical store:

You can return your items free of charge at any of our Vilanova stores, with the exception of franchised and multi-brand stores.

Take your return and proof of purchase to any Vilanova store as long as it is from the same segment to which the item belongs and is from the same country in which you made the purchase.

The refund is made in the form of a voucher, valid for two months, or through the same payment method used to place the order, within 10 working days.

Returns of items resulting from purchases or exchanges made in physical stores are not accepted.

- Collection at home:

Go to the customer area and request the return of the Parcel Separator.

Select or order.

Under the Return option, select the items you intend to return.

Indicate the reason for returning each item.

Please indicate where you intend the collection to be carried out. The collection times cannot be available, and total availability is required between 8:00 a.m. and 7:00 p.m.

The transport company will be notified of the collection day via SMS.

Select the desired option for refund purposes: voucher in the online store or through the same payment method used in the order.

Upon completion of the return request, a summary of this order and the respective instructions will appear.

- Collection Point:

This option is available for orders that have been delivered to collection points.

Access the customer area and request a return in the Orders tab.

Select the order.

In the Return option, select the items you want to return.

Indicate the reason for returning each item.

You can use the “back label” received with your order and go to the nearest collection point to send your return

If the order was delivered using the “Delivery to Address” method and after submitting the return, the items will be picked up within the next 3 business days. Collection is always carried out at the delivery address associated with the order.

If you opted for “One-Point Delivery” you must take the box for return to the point where you picked it up.

If the modality selected was “Delivery to a VILANOVA Store”, pickup will be scheduled at the billing address associated with the order within the next 3 business days.

Please note that it is not possible to provide a fixed time for home collections. For this reason, these collections imply availability on the part of the customer to be present at the indicated address between 8am and 7pm.

You have 30 days from the invoice date to make an exchange.

It is only possible to make exchanges in one of our physical stores, as long as you have the same segment to which the item belongs.

No exchanges are made on Vilanova.com. You will have to make a return and then a new order.

No returns are made on items resulting from purchases or exchanges made in physical stores.

Due to their nature, some items cannot be returned and/or exchanged: jewellery, underwear, socks, cosmetics and personal protection items.

Swimwear can be returned as long as the hygiene sticker is still in place.

We will not accept returns of items without the original labels or showing signs of use. Specially packaged items must be returned in their original condition.

You may be charged storage and re-shipment costs for returns that are not accepted.

The refund will be made using the same payment method you used for your purchase.

If the return was not made in one of our stores, the cost per return order will automatically be deducted from the refund.