Buying Guide

How to Buy

How can i shop on Vilanova.com?
Select the articles you want by browsing the menus or using the search tool. Add the items to your basket. You can finalise your purchase as a guest or as a registered customer. When you are done, confirm your order and select your payment and shipping method.
If you wish to offer any of the item(s) you can select the Offer option at checkout.
— Shop as a Registered Customer
We’ve made easy for you to set up an account. Our registration form includes examples of formats, to help you when entering such data as your phone number or postcode. When you log into your account, you'll see the full details of your order. Open your account here.
— Shop as a Guest
When shopping as a guest, you only have to enter the information we need to fulfil your order. After your first purchase, you can decide to register as a user or to continue as an unregistered user.
— Access through social networks
A quick and safe way.
Can I cancel or change my order?
It is not possible to cancel orders. You will have to wait for the order to be received before returning or exchanging it in a physical store.
It is not possible to change order details.
How to check the cart?
This icon allows you to access the products in the cart. You can view the content of the purchase, identify it as an offer, add it to favorites, modify or delete the number of units, apply promotional codes and select the shipping/delivery method.
Items in the cart are not reserved.
What is the wishlist and what is it for?
You can save the items you like most in an easy and simple way. Each time you click the Favorites icon, you will add the article to the list. Articles can be deleted from the list by clicking Remove. If you want to order the item, click on it and proceed with the usual steps. Wishlist items are not reserved.
How do I know what status my order is in?
You can access this information in the “Customer Area” section under the “Orders” icon. You will receive updates on the status of your order via email.
If you made the purchase as a guest, click on the "View Order" link in the confirmation email to check its status. After the order has been dispatched, you will be notified via email with the order tracking code so that you can track it on the carrier's website. Please note that if you have chosen delivery to a Vilanova store, no tracking code is provided.
How can I access my invoices?
For registered customers: invoices are available in the "Customer Area". The invoice is also sent by email.
How to recover password?
To recover the password it is necessary to log off.
It is not possible to set a new password while logged in.
You can request password recovery, in the top corner of the page, click on “Log in/register”, for registered customers, click on the option: “Forgot your password?”
Enter the address to receive the password recovery email.
You will later receive a recovery email.
Open the email and click on “reset password” and set the new version of the desired password.
If you have already requested and received the password recovery email, before logging off, clicking on the “reset password” option will take you to the main page of the site.
In this case, you must log off from this page and return to the recovery email.
Set the new version of the desired password.

Payment

Is shopping at vilanova.com safe?
Our top priority is to ensure the information you give us through vilanova.com is kept securely.
The vilanova.com e-commerce platform has various certifications for information security management best practices and for compliance with the payment card industry's data security standards (PCI DSS).
These prove we comply fully with the most demanding recommendations and standards in the sector, so we can be sure we are providing a private, end-to-end and secure shopping experience.
What payment methods are available?
We offer several payment methods, all of them are assured by Adyen, who guarantees the security of your payments. Our main payment methods are PayPal and Credit Card. Please keep in mind that offered payment methods may vary by the country of destination. Once all items have been added to the basket and you have already selected the courier, all available payment methods for your destination country will be shown.

Shipping

What are the shipping methods, costs and delivery time?
Shipping options may vary depending on the delivery address.
When finalizing your order, we will show you the available shipping methods and costs, according to the selected delivery address.
Possible delivery options:
Delivery to the Vilanova store (FREE):
— The order will arrive in 2-3 business days at the selected store in mainland Portugal or in 5-15 business days in the islands, and the customer will be notified via email and SMS when it is available for pickup;
— The person picking up the order must present the withdrawal PIN and citizen card, whether it is the buyer or another person on their behalf;
— You have 15 consecutive days to pick up the order.
— Temporarily, and due to sales volume, some stores may not be available for order pickup.
Home delivery:
— Standard delivery – €3.95 (mainland Portugal); €5.95 (islands) / FREE for orders of €29.99 or more; — Estimated delivery times range from 2 to 5 business days in mainland Portugal. Delivery times to the islands vary between 5 and 15 business days.
Deliveries are made on business days. During peak sales periods such as Black Friday, Christmas, and other promotions, delivery times may be longer than usual.

Products

Are all articles on vilanova.com available?
If the item or size you want is out of stock, it may become available again, so we recommend that you visit the page regularly.
If the product is unavailable and/or out of stock, we will let you know that we have partially or totally cancelled your order. You will be entitled to a refund of the amount paid, through the same payment channel as that used for the original transaction.
What is my size?
Our "Size Guide" option will help you choose the right size for you.
Can I receive an alert about a product that is back on sale?
Yes. For items that are out of stock, you can select the Notify me! When the item becomes available again in the online store, you will receive an email notification.
How can I find out the stock of an item in a physical store?
Through the website you can check the stock of physical stores, using the See availability in Store icon. You will have to select the item and location and the nearest stores where it is available will be displayed. The stock information from physical stores is illustrative.
How can I get the gift receipt?
It is possible to download the gift receipt withou price, in the customer area, after receiving the order in full. Access via computer: Customer area/Orders/select the order, and in the purchase description it is possible to download the receipt for the specific item(s).