RETURN POLICY

RETURN POLICY
Guest and Basic collection models will have a period of 14 calendar days after receipt for their amount.
*Models from the Basic collection CANNOT be returned in store, online returns only.

The Bags You have a 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.
The products of Ready to Wear Bride They 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.
 
* MODELS FROM THE 2024 BRIDAL OUTLET COLLECTION. No refund will be made for the amount or for a change of size. Nor will a voucher be issued for the amount of the same. The models will be checked before being sent, and if there is any defect, the customer will be contacted.
* BRIDES, BRIDES SAMPLE, GODMOTHER, GUEST OUTLET AND LAST UNITS AND BRIDES COLLECTION ROBES AND NIGHTGOWNS.
The articles included in the section of BRIDE, BRIDES SAMPLE, GODMOTHER, LAST UNITS, OUTLET GUEST AND BRIDES COLLECTION ROBES AND NIGHTGOWNS are not refundable for the amount thereof. This can only be requested for another size or model (from the same outlet collection). The model can be exchanged 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 at the time of receipt. If, when 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, Victory reserves the right not to manage 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 in supplying products or stock availability, Victory will contact you in order to offer you the best possible solution. If no solution is possible, the order will be cancelled and refunded.

Order cancellation policy
In case of wanting to cancel an order, the customer can request its cancellation by phone or by writing to hola@victoriacoleccion.com. Cancellation will only be possible if the customer has not yet been notified of the shipment of their order. If the order has already been shipped, it will be necessary to wait until it is received to request its return as explained in the section of "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, Victoria , this 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 receiving your order to make an exchange or return.
 
To proceed with the exchange or return:
  1. 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.
  2. Go to our web 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 the refund, select the refund option. If you want to exchange the product , select to exchange for another size or model. In this case, please indicate in the notes what new size, color 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 business days you will be contacted to arrange collection at your home or tell you how to send it to us*.
  3. 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. 
Victory can only be held responsible for collections scheduled by the customer service department; it 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 such a request. Otherwise, Victory reserves the right not to manage 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

VICTORIA reserves the right to reject returns that are notified or sent after the specified deadline or models that are not in the exact condition in which they were received. The refund will be made once the good condition of the product has been verified, within a period of between 1 and 3 working days (depending on your bank).

Once the refund has been made, it may take a while for the deposit to appear on your credit card statement or bank account statement. 1 to 5 business days . For payments made via Paypal, the procedure is the same.

Victoria Gift Card

You can choose to refund your order in a Victoria Gift Card to redeem over the course of 6 months (on the first purchase) from the date it is received, on our website www.victoriacoleccion.com. For subsequent purchases with the gift card, its validity will be 1 month from the moment 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
In Victory We seek the complete satisfaction of our customers, therefore, Victory offers you an alterations service in case you need to fix your order once you have received it to make it completely to your liking.
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.
    Victory It 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:
    1. That the user is communicating his data to the server center Victory and not to anyone else who tried to impersonate him.
    2. That between the user and the server center Victory The data is transmitted encrypted, preventing it from being read or manipulated by third parties.
    In addition, Victory declares that it 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

    The client of Victory 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, understanding that they reflect the best possible service for the type of activity that the client carries out. Victoria .

    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

    The sales made with Victory are subject to the legislation of Spain.


    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
    E-mail: hello@victoriacoleccion.com