FAQ

If you need any assistance our customer care team is at your disposal from Monday to Friday from 09:00 to 17:00 pm. To help you with any aspect of your order including purchases, shipping, and assistance with returns and exchanges, please feel free to contact our Customer Care team at shoponline@vezavena.com.

¿ In which countries is it possible to shop online?

You can currently shop on line in the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA and all Countries of South America.

How many languages is it possible to browse in?

Vezavena.com browsing languages are: English & Spanish

Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.

¿ Is it possible to receive periodic information via email about Vezavena’s latest new products and offers?

Yes. By simply clicking on Newsletter you will receive information on Vezavena’s latest products, look book and events.

Can I cancel my Vezavena Newsletter subscription?

You can easily cancel your subscription by clicking on the Newsletter menu.

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the Log in section. You will receive an email with your new password.

How can I be sure that I’ve made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact us shoponline@vezavena.com

Can I track my order?

Yes, you will receive an email with the tracking number of your delivery, click on the “Order Information” link in the confirmation email sent to you.

Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

I’m missing an item from my order.

We’re sorry about that! Please give our Customer Care team a shout at shoponline@vezavena.com with the order number and the name and style code of the missing product.

My order has an incorrect/damaged item. How should I let you know?

In the (very) unlikely event that you receive an incorrect or damaged item please get in touch with us at shoponline@vezavena.com and we’ll replace the item with the correct one or we will refund you the total amount.

Can I make any changes to an order I’ve placed?

We aim to get your new products to you as speedily as humanly possible which means that unfortunately we can’t make any changes to your order once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

Can I cancel my order after I’ve placed it?

We want to make sure you receive your products ASAP so there is a time limit in which you can cancel your order: you have until 12 h after confirming it.

Can I get a refund if the price has changed since I placed an order?

As an online business, our prices may change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

The product code on my delivery note is different from the website?

Don’t worry, the product code on your delivery note is the one you need to use if you are querying or returning something. It’s unique to the color combination of your item.

If you need any assistance our customer care team is at your disposal from Monday to Friday from 09:00 am to 18:00 pm. To help you with any aspect of your order including purchases, shipping, and assistance with returns and exchanges, please feel free to contact our Customer Care team at shoponline@vezavena.com.

1- Choose the category to visit: Dresses, pants, Coats..etc

2- View the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, composition, reference code and price

3- Select an item of clothing, size and color and add it to your basket.

4- If you would like to process your order you can do so by either registering or finish it without doing so.

6- Write down your delivery address and your invoicing data

7- Choose payment method

8- Confirm order.

9- Finish your purchase

10- You will receive an email confirmation with all the details of your order.

You can currently shop on line in the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA and all South America countries.

Orders are processed 24-48h after receiving it, Monday through Friday, excluding holidays. Orders received on weekends and holidays will be processed the following business 24h-48h. Orders are processed from Toledo, Spain. Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone.

All National and Internctional orders are shipped with DHL, who requires a signature upon delivery and usually operate between 9am–6pm on business days. You can specify an alternative daytime delivery address when ordering. Buyer will receive a shipment confirmation email with the shipping tracking number.

NATIONAL: PENINSULA, BALEARIC ISLANDS Y CANARY ISLANDS

We work with DHL for all National deliveries. FREE SHIPPING. (3-5 working days).

With the shipping order number, you can check your order status at TNT website: www.dhl.com

INTERNATIONAL

We work with DHL for all International deliveries. The total shipping cost is of 10,95€, for parcels until 5 kgs (5-7 working days). The amount would be invoiced along with the order.

*Shipping costs are not refundable.

All product prices are displayed, exclusive of all taxes and duties. Orders may be subjected to local taxes and/or import duties. Taxes are to be paid upon reception of the parcel by the buyer, according to the applicable laws in the country of destination.

With the shipping tracking number, you can check your order status at DHL website.

How does your Delivery service work?

We’ll notify you by email when your order is being shipped.

You can check up on your order anytime using the tracking number we will send once your products start winging their way to you.

We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.

In most cases, your order can be delivered if you’re not in – but if there is an issue of any kind then the courier will leave a delivery card and try again at a later time.

What should I do if my order hasn’t been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

Can I track the delivery of my order?

All of our orders are tracked, and what’s more we’ll send you a note to tell you when your products are on the way. This will contain a tracking code that you can use to check up on when you can expect them.

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc. – never a PO Box)

Can the delivery country be different from the purchase country?

The delivery country must always be the same country in which the purchase was made.

Returns & Changes

We are glad to refund items (not in promo) within 15 days of receipt of your online order. To return an item, the client should contact our Customer Care service by e-mail providing the order number and proof of purchase: shoponline@vezavena.com

Products on special prices or on sales cannot be returned or refunded. In these cases we will accept the return and send a voucher for the corresponding amount, that the client would have 30 days to spend it on any item of our on line collections.

Vezavena reserves the right to change their return policy during special campaigns such as Christmas, Sales or Black Friday, informing the client of the conditions before placing the order, as a legal requirement.

Products should not have been used, worn, washed or damaged and must be returned with all the tags and in their original packaging. We hold the right to deny refunds if the merchandise returned does not meet our return requirements.

For Changes (size, color, other item of the same cost)  the client should contact our Customer Care service by e-mail providing the order number:  shoponline@vezavena.com  and we will organice it, if stock is available. Only one change per order would be authorized.

Returning process:

1. Send an email with the return request: shoponline@vezavena.com
2. You will receive an approval answer with and Authorization number (#DGA) and the Courier details to contact.
3. Place the item in the original shipping box.
4. Fill out the returns form and include it inside the box
5. Close the box and tape it securely.
6. Place the shipping label on the box over the prior delivery information.
7. Contact the authorized transport company for pick up.

PLEASE DO NOT CONTACT ANY OTHER COURIER THAN THE AUTHORIZED ONE

Return/ Change Shipping Cost:

NATIONAL: PENINSULA, BALEARIC ISLANDS AND CANARY ISLANDS: FREE COST.

Only one return or change process from each order would be Free of charge.

In case you require a second return or change of the same order, you would assume the shipping costs (5,95€), that would be deduced from the amount to refund.

INTERNATIONAL: Return or Change Shipping cost: 10,95€, that would be deduced from the amount to refunded.

By virtue of the arranged thing in the Law of Ordering of the Retail Commerce as well as in it regulated by the common regulation (Executive 97/7/CE), will not admit refunds in the sales of merchandise that can be reproduced or copied easily and with immediate character.

The return of any product will necessitate an agreement by both parties.

VEZAVENA shall reserve all rights for the assertion to compensate any possible merchandise damages, as for the recovery of all the direct costs derived from the refund.

Refunds

We usually accept and process returns within three days of their arrival at our warehouse.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
INTERNATIONAL: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. VEZAVENA is not responsible for return shipping costs or nor duty reimbursement if is the case. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

CREDIT CARD REFUNDS: Credit Card companies vary in the time they take to restore the credit back to your account and the transaction could take up to 7 business days to be settled from the day of our refund confirmation e-mail.

PAYPAL REFUNDS: Your refund will be visible in your account within 24 hours of receiving the refund confirmation e-mail. To transfer funds to a separate account, please contact PayPal directly.

Payment Methods

The following payment methods are available:

By credit card:

We accept all Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron.
International credit cards bearing these logos are also accepted.

VEZAVENA receives authorization to charge your account once the order is placed. The pending transaction will be settled on the order’s shipping date.

We work along with BANKINTER BANK to offer you all security guaranties to purchase in our site. We use a SSL Certificate, that provides additional protection and security to any transaction. This system authenticates both parts involved in the operation.

By Paypal : Once you have confirmed your order, you will be redirected to the PayPal login page to complete the payment. If you do not have a PayPal account, you can sign up at the Paypal login page before completing your order.

Your account will be charged on the day your order is placed.

Can you help me with my promo code?

You need to enter the code exactly as it was given to you, with or without spaces. Type or copy and paste the code into the ‘Promo code’ box.

When will my account be charged for my VEZAVENA order?

If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorized, payment will not be taken, and we’ll email to let you know your bank or card issuer wouldn’t authorize the payment.

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

• The card may have expired. Check that your card is still valid.
• You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
• You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Is it safe to use my credit card on your web site?

Yes, we work along with BANKINTER BANK to offer you all security guaranties to purchase in our site. We use a SSL Certificate, that provides additional protection and security to any transaction. This system authenticates both parts involved in the operation.