Exchanges and Returns

Go to the customer area and request the return of the Parcel Separator.

Select an order.

Under the Return option, select the items you intend to return. Indicate the reason for return for each item.

You can select the following options:

- Delivery to a physical store:

You can return your items free of charge at any of our Vilanova stores, with the exception of franchised and multi-brand stores.

Take your return and proof of purchase to any Vilanova store as long as it is from the same segment to which the item belongs and is from the same country in which you made the purchase.

The refund is made in the form of a voucher, valid for two months, or through the same payment method used to place the order, within 10 working days.

Returns of items resulting from purchases or exchanges made in physical stores are not accepted.

- Pick-up at address:
This option is available exclusively for orders that were delivered to the address.
Access the customer area and request the return in the Orders tab.
Select the order.
In the Return option, select the items you wish to return.
Indicate the reason for returning each item.
Please indicate the address where you want the pickup to be made. Collection will take place on the business day following your scheduled appointment, so please ensure you are present at the address.
Collection times may not be available, so full availability is required between 8:00 AM and 7:00 PM.
Upon completing the return request, a summary of this request and the respective instructions will appear.
You must prepare the packaging, closing it correctly. Remove all labels from the packaging.
If you received a "counter-label" with your order, you do not need to attach it to the packaging because the current process occurs without this need.
The DPD delivery person will take care of the entire process when the order is picked up at the address - No printing and no complications.

- DPD Collection Point:
This option is available for orders that were delivered to collection points, or delivered to the address or store.
Access the customer area and request the return in the Orders tab.
Select the order.
In the Return option, select the items you wish to return.
Indicate the reason for returning each item.
You can exclusively select the most convenient DPD point to deliver the return.
You will then receive an email from the DPD carrier with a QR code that you will have to present at the selected collection point - No printing and no complications.
Take the tightly closed package to the selected DPD collection point, following the instructions in the email received.
If you received a "Correos Express counter-label" with your order, you do not need to activate it because the current process occurs without this requirement.

If the order was delivered using the "Delivery to Address" option and the return is submitted, the items will be scheduled for pickup within the next 2 business days.
Note that it is not possible to specify a fixed time for home pickups. For this reason, these pickups require the customer to be present at the indicated address between 8 am and 7 pm.
If these pickups are not successful, the customer can only return the items to one of our physical stores.
If you chose "Delivery to a Point," you must register the return in the customer area and take the box to the selected point for return. Show the email with the received QR code.
If the selected option was "Delivery to a Vilanova store," you must deliver the package to the most convenient store. You will need to present the invoice.

You have 30 days from the invoice date to make an exchange.

It is only possible to make exchanges in one of our physical stores, as long as you have the same segment to which the item belongs.

No exchanges are made on Vilanova.com. You will have to make a return and then a new order.

No returns are made on items resulting from purchases or exchanges made in physical stores.

Some of our items, due to their special characteristics, must comply with the following conditions in order to be returned:

- Swimwear must include the hygiene sticker.

- Underwear: not accepted.

- Socks: must be returned with the original packaging intact.

- Fragrances: must be returned in the same original, sealed packaging.

- Cosmetics: must be returned in the same original, sealed packaging.

- Accessories/jewelry: must be returned with the original packaging intact.

- Packs: items that are part of a pack cannot be returned separately.

You may be charged storage and re-shipment costs for returns that are not accepted.

The refund will be made using the same payment method you used for your purchase.

If the return was not made in one of our stores, the cost per return order will automatically be deducted from the refund.