RETURN POLICY

STOCK AVAILABILITY

At Victoria Colección, we work to keep the stock available in our online store updated at all times. However, due to simultaneous sales across multiple channels or potential technical errors, it is possible that, once your order is confirmed, one of the items may not be available after all.

In such cases, our Customer Service team reserves the right to cancel the order, in whole or in part, due to lack of stock, and will contact you as soon as possible to inform you of the situation.

RETURNS POLICY

Models from the GUEST, LIMITED EDITION, SCARVES, EARRINGS, BRIDAL OUTLET, AND SPECIAL PRICES collections will have a period of 14 calendar days after receipt of the order. HANDBAGS will have a period of 7 calendar days after receipt of the order. You may use our Exchanges and Returns Portal or visit one of our Victoria stores in person (in the latter case, simply go to one of our stores with the product to be returned and your order confirmation email)

Refunds for our items will be made using the same payment method used for the purchase. In Spain (Peninsula), the return cost is €3.50; returns at VICTORIA physical stores will be free of charge.

RETURN EXCLUSIVE TO ONLINE PURCHASES ONLY (consult policy in physical Victoria stores)

The customer must return the product with the original packaging, and it must not show signs of use, scratches, or any type of damage. Always with the black VICTORIA tag and the RFID tag.

The first exchange for a size or model of the same value will not incur a return cost.

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 flaw, the customer must report this error within 24 hours of receiving the order so that this error is documented and Victoria can honor 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 a computer or human error.

Product availability

Victoria reserves the right to cancel any order due to a computer or human error. All orders are subject to product availability. If there are difficulties regarding the supply of products or stock availability, Victoria will contact you in order to offer you the best possible solution. If no solution is possible, the order will be canceled 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 for its receipt to request its return as explained in the section "Procedure for exchanges and returns."
In the case of pre-orders and orders where the product is made from scratch for the customer due to lack of stock, the option to cancel the order will not be available. Thus, the customer must wait to receive their order and then request a return. *This would not apply in case of delays in the manufacture of the product beyond the period stipulated in the marked conditions.
Returns, exchanges, and product warranty policy

EXCLUSIVE FOR ONLINE SALES, NOT PHYSICAL STORES.

If a product other than the one requested by the customer is delivered due to an error by Victoria, it will be removed and the correct product will be delivered at no additional cost 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 the receipt of 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 (if possible, the same box in which you received the order) along with the delivery note that you received with the order. This is how we will identify your return or exchange at our warehouse. It is important that they have the black Victoria tag on the outside of the product; without that tag, it cannot be returned.
  2. Go to our web exchanges and returns panel and enter your order details, order number, and email. 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. Then, click the start button and follow the indicated steps; you will be shown pick-up points near your home to drop it off; do not forget to stick the shipping label on the outside of the package.
  3. Once the return or exchange is received, you will receive a notification

*If, following the response to the return or exchange request by the customer service team, no response is obtained to continue the process within the following 7 calendar days, the request will be canceled.


Victoria can only be responsible for pickups scheduled by the customer service department; it will not be responsible for incidents or losses that occur with those returns sent privately by the customer.

Conditions for exchanges and returns
There are several conditions that the product must meet for it to be returned:
  • Returns or exchanges cannot be requested outside the period of 14 calendar days 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).
  • It must not be used.
  • It must not have suffered any kind of damage.
  • It must not entail personalized alterations for the customer.
  • It must have its RFID tag, composition and washing label, and identifying black Victoria tag.
If the product received has any defect or flaw, or does not have the tags, the customer must report this error on the day they receive the order, so that it is documented and, in case of requesting a return, Victoria can honor that request. Otherwise, Victoria reserves the right not to process the return or exchange.
Exchanges and returns fees

Exchanges.
Victoria will cover the logistics costs of picking up model or size exchanges for shipments to the Peninsula and the Balearic Islands. These costs will be covered once per customer. Thus, if an exchange is requested and upon receiving the new model sent by Victoria, you decide to change it for another, or finally return it, the logistics costs of this last shipment would be borne by the customer.
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 the return of their current order and manage the shipment of the order themselves, for which they will obtain a refund, and at the same time place a new independent order for the new size or model.

Returns.
Victoria will carry out the pickups for return requests for those orders from the Peninsula and the Balearic Islands, with 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 pickup process, so it will be the customer who proceeds with the management and costs by sending the order to our facilities themselves.


Victoria will not be responsible for expenses caused by returns or exchanges that occur without respecting the steps established in this procedure.
Returns made via private shipments
In the case of orders from the Canary Islands, Ceuta, and Melilla, as well as international orders, which are excluded from Victoria's pickup service, it will be the customer who proceeds with the management and costs of the shipment process of their order, sending the product to our facilities themselves.
To know how to proceed with the shipment, do not hesitate to send us an email at hola@victoriacoleccion.com to find out the address to which you must send the shipment.

All international shipments, or shipments from the Canary Islands, Ceuta, and Melilla made to return an item, must always be made with prepaid shipping, with the customer being responsible for assuming any cost derived from tariff taxes or customs.

The period from when the customer requests their return and Victoria informs them of its procedure and data for the shipment, until the product is received at our facilities, cannot exceed 10 calendar days.


Return in Victoria stores (Valencia, Madrid or Seville)
You can drop off your return at any of the Victoria stores (Valencia, Madrid, or Seville), from where they will notify the return and exchange center of the customer's request. Once this request is received, within 1 to 3 business days, the refund or exchange will be processed.
Under no circumstances will it be possible to make refunds or exchanges for another item in the stores.

Refund of the return amount

VICTORIA reserves the right to reject returns communicated or sent outside the fixed period or models that are not in the exact conditions in which they were received. The refund will be processed once its good condition has been verified, with a period of between 1 and 3 business days (depending on your bank).

Once the money has been returned, it may take between 1 and 5 business days to see the deposit reflected in your credit card or bank account statement. For payments made via Paypal, the procedure is the same.

Victoria Gift Card

You can choose to refund your order to a Victoria gift card to be redeemed without an expiration date on our website www.victoriacoleccion.com. If paid with a gift card, the amount is returned to the same gift card. Once the Victoria gift card with the amount of your order is received, it will not be possible to access the common refund of the order. This gift card (voucher) can only be used for redemption in online sales.


VICTORIA ALTERATION SERVICE

At Victoria, we seek the complete satisfaction of our customers, which is why Victoria puts at your disposal an alteration service in case, once you have received your order, you need it for models from the guest, bridal, godmother, or studio collection with a price greater than €325. Jacket suit sets can be altered if it is an accessory.
Contact our physical stores directly and they will indicate how to manage the alteration; prices vary depending on the type of alteration.

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

    PAYMENT METHOD AND SHIPPING COSTS
    The user undertakes to pay at the time they place the order.

    Payment information
    The receipt 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 their order via payment through a credit or debit card (Visa, Mastercard, American Express, Visa Electron and/or other analogous cards) or through the Paypal system. The card with which the payment is made must have a Spanish bank or savings bank as its issuing financial entity.
    Victoria has the maximum 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 that of the website; in this way, by using the SSL protocol, the following is guaranteed:
    1. That the user is communicating their data to the Victoria server center and not to any other that attempts to impersonate it.
    2. That between the user and the Victoria server center, the data is transmitted encrypted, preventing its possible reading or manipulation by third parties.
    Likewise, Victoria states that it does not have access to confidential data related to the payment method used. Only the Redsys "Sabadell" payment gateway and Paypal have access to this data for payment and collection management purposes and it is inaccessible to other third parties.

    For orders placed from Ceuta, Melilla, and the Canary Islands, customers will bear the customs costs.

    For deliveries in countries not belonging to the European Union, customs expenses at destination or other taxes (tariffs) are not included; it will be the recipient who will have to pay them in cash in order to receive the merchandise.
    The recipient will be responsible for all import expenses and taxes that are generated at the customs of destination, whether the merchandise is delivered or if they do not take charge of it.

    CUSTOMER OBLIGATIONS

    The Victoria customer undertakes at all times to provide truthful information regarding the data requested in the user registration or order placement forms, and to keep them updated at all times. The customer agrees to accept all the provisions and conditions set out in these General Terms and Conditions of Sale, understanding that they reflect the best possible service intent for the type of activity carried out by Victoria.

    The customer declares that they are the holder of the bank details provided during the purchase process or have legal authorization from the legitimate holder.


     

    APPLICABLE LAW AND COMPETENT JURISDICTION

    Purchases made with Victoria are subject to Spanish legislation.


    ONLINE EXTRAJUDICIAL DISPUTE RESOLUTION

    The European Commission has created a digital platform intended to contribute to the extrajudicial resolution of online disputes arising between consumers and businesses residing in the European Union.
    The online platform contains a one-stop shop for consumers and businesses from which both parties can easily resolve their consumer disputes, submitting themselves to the resolution criteria of the alternative resolution entities 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, the following address is at your disposal:
     
    WHITE AND BRILLIANT S.L. (VICTORIA)
    La Chaparrilla Industrial Estate

    Calle Chaparrilla, 42

    41042 Seville (Seville)

    Tax ID (CIF) B90252966
    Email: hola@victoriacoleccion.com