Victoria | Shipping and returns

SHIPPING POLICY

Shipping and delivery times

The delivery time is between 1 and 7 working days* from the moment you make your purchase. For international orders, this time is 10 working days.

*Except for orders in which the product is made from scratch for the customer when they place their order, a manufacturing time that can extend up to 45 working days. This regime includes pre- orders, the Prêt à Porter Bridal collection, the New Jamaica, Nikkei and Quiara jacket models and bridal accessories. Also included are the Victoria and Bridalada gowns and Kaftans, with a manufacturing time of 15 working days.

In the event of delays in the delivery of orders attributable to Victoria , the user may cancel their order. Delays in delivery will not be considered in cases where the order has been made available to the user by the transport company within the agreed period and could not be delivered due to causes attributable to the user, or other reasons in which the shipment could not be made due to causes attributable to the customer.

If after 15 calendar days from the order being dispatched, delivery has not been arranged between the transport company and the user, the package will be returned to Victoria 's warehouses and the user will be responsible for the shipping and return costs of the goods to the place of origin, as well as any associated management costs. These costs will be deducted from the purchase amount of the returned order, which will be refunded.

Receiving the package

The user must check the good condition of the product upon receipt. If, upon checking the product, the user detects any incident such as a defect or fault, or if the product does not have the label, the customer must report this error on the day of receipt, so that this error is documented and, if a return is requested, Victoria can respect this request. Otherwise, Victoria reserves the right not to process the return or exchange.

Shipping rates

Shipping costs will vary depending on the purchase amount and the shipping destination. In cases where shipping is not free, the shipping price will be recalculated at the end of the purchase.

Spain	3,50 €	If the order is >70€, free shipping
Canary Islands	9,95 €	If the order is over 120€, free shipping
Ceuta and Melilla	14,95 €	If the order is over 120€, free shipping
Portugal	5,95 €	If the order is over 120€, free shipping
France and Belgium	14,95 €	If the order is over 200€, free shipping
Ireland and UK	€24.95	If the order is over €250, free shipping
Andorra	€24.95	If the order is over €250, free shipping
USA	45,00 €	If the order is over 500€, free shipping
Rest of Europe	€19.95	If the order is over €250, free shipping
Other destinations different from the previous ones	45,00 €	If the order is over 500€, free shipping

*Shipments to the Canary Islands, Ceuta and Melilla are considered as an export for tax purposes, so when delivering the package, the courier company may claim payment of an amount as customs duties, independent of the carrier's shipping costs, which must be paid by the customer.

*All international orders to the Canary Islands, Ceuta and Melilla will follow the DAP shipping policy, whereby the buyer assumes the costs attributable to customs taxes and tariffs that the courier company may claim. This could also lead to an increase in the delivery time by the transport company.

*For returns of orders that involve shipping costs, only the price of the product will be refunded, never the cost of shipping.

RETURN POLICY

Novia Prêt à Porter products can be returned within 14 calendar days of receipt for another item or for a voucher to spend at Victoria with a 6-month validity.

New Collection or Sale products will have a period of 14 calendar days after receipt for their value.

Products from the Basic collection will have a return period of 14 calendar days after receipt for their value. Returns are only accepted online. Returns of models from the Basic collection are not accepted in physical stores.

Bags have a return period of 7 calendar days from receipt. They must be returned with the original packaging, and must not have signs of use, scratches or any type of damage.

* BRIDES, BRIDES SAMPLE, GODMOTHER, GUEST OUTLET AND LAST UNITS AND BRIDES COLLECTION ROBES AND NIGHTGOWNS.

Items included in the BRIDE, BRIDES SAMPLE, GODMOTHER, LAST UNITS, OUTLET GUEST sections cannot be returned for the amount of the same. This can only be requested for another size or model (from the same outlet collection). The model can be changed for one of equal or lesser value, with the difference reflected in a voucher to be spent at Victoria.

In the case of a higher-priced model, a new purchase must be made and the original item can be returned, as the only exception. The change of size or model must be made within 9 working days after receiving the order.

To exchange the product, the user must arrange for the shipment and collection of the new model and bear the shipping costs.

The user must check the good condition of the product upon receipt. If, upon checking the product, the user detects any incident such as a defect or fault, the customer must report this error within 24 hours of receiving the order so that this error is documented and Victoria can respect the return request. Otherwise, Victoria reserves the right not to process the return or exchange.

Victoria reserves the right to cancel any order due to computer or human error.

*An additional dry cleaning and alteration service will be offered for sample bridal dresses in our Victoria stores for an amount of €250.

Product availability

Victoria reserves the right to cancel any order due to computer or human error. All orders are subject to product availability. If there are any difficulties with the supply of products or stock availability, Victoria will contact you in order to offer you the best possible solution. If there is no possible solution, the order will be cancelled and refunded.

Order cancellation policy

If you wish to cancel an order, you can request it by phone or by writing to hola@victoriacoleccion.com. Cancellation will only be possible if you have not yet been notified of the shipment of your order. If the order has already been shipped, you will need to wait until it is received to request a refund as explained in the section "Procedure for changes and returns".

In the case of pre-orders and orders in which the product is made from scratch for the client, due to not having it in stock, the option of cancelling the order will not be available. In this case, the client must wait to receive their order and then request a refund. *This will not apply in the event of delays in the preparation of the product beyond the period stipulated in the conditions set out.

Returns and exchanges policy and product warranty

If a product other than the one requested by the customer is delivered by mistake by Victoria , it will be withdrawn and the correct product will be delivered without any additional charge to the customer. If the requested product is no longer available in stock, the customer will be offered other alternatives, including a refund.

How to process a return or exchange

You have 14 calendar days* from receipt of your order to make an exchange or return.

To proceed with the exchange or return:

Place the items you wish to exchange or return in a box (preferably the same box in which you received your order) along with the purchase receipt you received with the order. This is how we will identify your return or exchange in our warehouse.
Go to our online returns and exchanges panel and enter your order details, order number, email and language. You can access the panel here. If you want to return the product and receive a refund, select the refund option. If you want to exchange the product , select exchange for another size or model. In this case, please indicate in the notes what new size, colour or model you wish to receive. Then, press the send button. At this time, our customer service colleagues will receive your exchange or return request and within 1 to 3 working days they will contact you to arrange for the collection at your home or tell you how to send it to us*.
Once the return or exchange has been received, our customer service department will contact you to confirm the refund or the shipment of your new item.

* If after the customer service team has responded to the return or exchange request, there is no response to continue with the process within the following 7 calendar days, the request will be cancelled.

Victoria can only be held responsible for collections scheduled by the customer service department. Victoria will not be held responsible for incidents or losses arising from returns sent privately by the customer.

Conditions for changes and returns

There are several conditions that the product must meet in order for it to be returned:

A return or exchange cannot be requested outside the 14 calendar day period from receipt of the product to request a refund.
They cannot be bridal accessories, jewelry or products from the Intimates collection (except for factory defects).
Must not be used.
It must not have suffered any kind of damage.
It should not involve any custom arrangements for the client.
It must carry its RFID tag, composition and washing label and Victoria identification tag.

If the product received has any defect or fault , or does not have the labels, the customer must report this error on the day they receive the order, so that it is documented and, in the event of requesting a return, Victoria can respect this request. Otherwise, Victoria reserves the right not to process the return or exchange.

Exchange and return fees

Changes.

Victoria will cover the logistics costs of collecting model or size changes for shipments to the mainland and the Balearic Islands. These costs will be covered once per customer. Thus, if a change is requested and upon receiving the new model sent by Victoria, the customer decides to exchange it for another one, or finally return it, the logistics costs of this last shipment will be borne by the customer.

The Canary Islands, Ceuta and Melilla, as well as international orders, are excluded from the exchange and return process. In these cases, the customer must request a return of their current order and manage the shipping of the order themselves, for which they will receive a refund, and in turn place a new independent order for the new size or model.

Returns.

Victoria will collect return requests for orders from the Peninsula and the Balearic Islands, at a cost of €3.50, an amount that will be deducted from the total refund of the order.

The Canary Islands, Ceuta and Melilla, as well as international orders, are excluded from the collection process, so the customer will be responsible for the management and costs by sending the order themselves to our facilities.

Victoria will not be responsible for any costs incurred by returns or exchanges that occur without following the steps established in this procedure.

Returns made by private shipments
In the case of orders from the Canary Islands, Ceuta and Melilla, as well as international orders, which are excluded from the Victoria collection service, it will be the customer who proceeds with the management and costs of the shipping process of their order, sending the product themselves to our facilities.

To find out how to proceed with the shipment, please do not hesitate to send us an email to hola@victoriacoleccion.com to find out the address to which you should send the shipment.

All international shipments, or those from the Canary Islands, Ceuta and Melilla, made to return an item must always be made with postage paid, and the customer is responsible for assuming any costs derived from tariff taxes or customs.

The period from when the customer requests a return and Victoria informs them of the procedure and shipping details, until the product is received at our facilities cannot exceed 10 calendar days.

Returns to Victoria stores (Valencia, Madrid or Seville)
You can drop off your return at any of the Victoria stores (Valencia, Madrid or Seville), where they will notify the returns and exchanges centre of the customer's request. Once this request has been received, the refund or exchange will be processed within 1 to 3 working days.

Under no circumstances will refunds or exchanges for another item be possible in the stores.

Refund of the return amount

From the moment SEUR collects the item(s) and we check that everything is correct until we refund the corresponding amount, it can take between 1 and 3 working days (depending on your bank). Once the refund has been made, it can take between 1 and 5 working days to see the payment reflected in your credit card statement or bank account. For payments made through Paypal, the procedure is the same.

Victoria Gift Card

You can choose to refund your order with a Victoria gift card to be redeemed within 6 months (for the first purchase) from the date on which it is received, on our website www.victoriacoleccion.com. For subsequent purchases with the gift card, it will be valid for 1 month from the date it is received. Once the Victoria gift card with the amount of your order has been received, it will not be possible to access the standard refund for the order. This gift card (voucher) can only be used to redeem online sales.

VICTORIA ARRANGEMENT SERVICE

At Victoria we seek the complete satisfaction of our customers, which is why Victoria offers you an alterations service in case you need to repair your order once you have received it to fully adapt it to your taste.
Contact our physical stores directly and they will tell you how to manage the repair. Prices vary depending on the type of repair.

*The brand is not responsible for arrangements and modifications on international orders.

PAYMENT METHOD AND SHIPPING COSTS
The user agrees to pay at the time of placing the order.

Payment Information

The ticket or proof of purchase corresponding to the purchase order will be available and can be viewed at www.victoriacoleccion.com in the "my account" section under "my orders and returns" or by checking the inbox of the email with which the purchase was made, where the order confirmation will have been received.

The user must pay the amount corresponding to his order by credit or debit card (Visa, Mastercard, American Express, Visa Electron and/or other similar cards) or through the Paypal system. The card used for payment must be issued by a Spanish bank or savings bank.

Victoria has the highest security measures commercially available in the sector. In addition, the payment process works on a secure server using the SSL (Secure Socket Layer) protocol. The secure server establishes a connection so that the information is transmitted encrypted using 128-bit algorithms, which ensure that it is only intelligible to the user's computer and the website's computer. In this way, by using the SSL protocol, the following is guaranteed:

That the user is communicating his/her data to the Victoria server center and not to any other that might try to impersonate it.
That data is transmitted encrypted between the user and Victoria 's server centre, preventing it from being read or manipulated by third parties.

Victoria also declares that she does not have access to confidential data relating to the payment method used. Only the Redsys "Sabadell" payment gateway and Paypal have access to this data for the purposes of managing payments and collections and that it is inaccessible to other third parties.

For orders placed from Ceuta, Melilla and the Canary Islands, customers will be responsible for customs charges.

For deliveries to countries outside the European Union, customs charges at destination and other taxes (tariffs) are not included; the recipient will have to pay them in cash in order to receive the goods.
The recipient will be responsible for all import charges and taxes generated at the destination customs, whether the merchandise is delivered or not.

CUSTOMER OBLIGATIONS

Victoria 's client undertakes at all times to provide truthful information about the data requested in the user registration or order forms, and to keep them updated at all times. The client undertakes to accept all the provisions and conditions included in these General Terms and Conditions of Contract, understanding that they reflect the best possible service for the type of activity that Victoria carries out.

The customer declares to be the owner of the bank details provided in the purchase process or to have legal authorization from its legitimate owner.

APPLICABLE LEGISLATION AND COMPETENT JURISDICTION

Purchases made with Victoria are subject to Spanish law.

EXTRAJUDICIAL RESOLUTION OF ONLINE CONFLICTS

The European Commission has created a digital platform through which it intends to contribute to the extrajudicial resolution of online disputes that arise between consumers and businesses resident in the European Union.
The online platform contains a one-stop shop for consumers and businesses through which both parties can easily resolve their consumer conflicts, subjecting themselves to the resolution criteria of the alternative resolution entities that are linked to this platform.

Online dispute resolution platform : http://ec.europa.eu/consumers/odr/

Contact address

For any clarification regarding these general conditions or any other aspects, please contact us at the following address:

WHITE AND BRILLIANT SL (VICTORIA)
La Chaparrilla industrial estate

Chaparrilla Street, 42

41042 Seville (Seville)

CIF B90252966
Email: hola@victoriacoleccion.com

Shipping and Returns