0 Languages : > FAQ'S - FREQUENTLY ASKED QUESTIONS PRODUCT INFORMATION ARE ARTICLES OR SIZES REPLACED WHERE THERE IS NO STOCK AVAILABILITY? WHAT PRODUCT WARRANTY DOES THE ON-LINE VIALIS SHOP OFFER? WHAT DIFFERENCES VIALIS SKINS FROM OTHER SKINS? HOW SHOULD THE VIALIS SHOES BE MAINTAINED AND CAREFUL? OTHER DOUBTS REGARDING THE PRODUCT RETURNS WHAT IS THE DEADLINE TO EXERCISE THE RETURN? CAN I ALWAYS EXERCISE THE RIGHT TO RETURN? HOW TO RETURN (IN SPAIN)? HOW TO RETURN (OUT OF SPAIN)? HOW DO I HAVE TO MAKE A SIZE, MODEL OR COLOR CHANGE? WHEN AND HOW WILL I RECEIVE THE AMOUNT OF THE RETURN? CAN I RETURN MY ORDER FROM THE ON-LINE STORE IN A VIALIS PHISICAL STORE OR IN A BRAND SALE POINT (MULTIMARK)? ONLINE SHIPPING IN WHAT COUNTRIES CAN I BUY VIALIS PRODUCTS ON-LINE? HOW LONG WILL THE ORDERS BE DELIVERED? SHIPPING COST? WILL I HAVE TO PAY CUSTOMS RIGHTS OR TAXES ON THE ITEMS? HOW WILL I KNOW THE STATUS OF MY ORDER? PURCHASING PROCESS HOW DO I KNOW MY SIZE? HOW CAN I KNOW IF MY ORDER HAS BEEN PERFORMED CORRECTLY? CAN I REMOVE AN ITEM FROM MY ORDER? PAYMENT METHODS? PRODUCT INFORMATION ARE ARTICLES OR SIZES REPLACED WHERE THERE IS NO STOCK AVAILABILITY? If a new season product is sold out, we will try to replace it as soon as possible, and if you don’t find your size, send us an email with the model and size you are looking for, and we will try to find it in our physical stores. The articles of other seasons that aren’t continuity models, are not proceeded to their replacement. If there is no stock, the article is removed from the web. WHAT PRODUCT WARRANTY DOES THE ON-LINE VIALIS SHOP OFFER? Vialis performs rigorous quality controls that ensure the best manufacturing quality and materials used in its products. If you have any questions, contact our customer service through our email to info.eshop@vialis.es. Your inquiry will be resolved as soon as possible. WHAT DIFFERENCES VIALIS SKINS FROM OTHER SKINS? The skins used are characterized by the absence of artificial pigments, to avoid a uniform and impersonal appearance. These are tanned by the “old way”, which allows appreciating all the different nuances in tones and textures, typical of natural skins. This is why Vialis shoes age with the nobility of a good piece of furniture and can change their tones on the surfaces of more friction or bending during their life of use. For more information see our section OUR LEATHERS. HOW SHOULD THE VIALIS SHOES BE MAINTAINED AND CAREFUL? - If they are not kept in dry places, they may appear whitish moisture spots, which are easily removed by rubbing with a dry cloth. - The application of creams with natural anilines, colorless or skin tone, will always be a good nutrient to help the footwear to maintain its liveliness and the recovery of areas with scratches or more friction. - After a few minutes applying the cream to the shoes, you should brush them, preferably with a brush with natural bristles, like horsehair. Synthetic hair brushes can damage the surface OTHER DOUBTS REGARDING THE PRODUCT For any other questions regarding our products, you can contact us directly through our CONTACT FORM or through our CUSTOMER SERVICE department. RETURNS WHAT IS THE DEADLINE TO EXERCISE THE RETURN? Any return must be informed within 14 calendar days after receipt the order by the transport service, whether or not the recipient receives the package on anyone else. CAN I ALWAYS EXERCISE THE RIGHT TO RETURN? Not always; only when the items to be returned meet the following requirements: a) They must not have been used or damaged. b) They must be in their original box with the original packaging and the accessories included in the box. c) The return must be notified within a maximum of 14 days from the receipt of the order. HOW TO THE RETURN (IN SPAIN)? To exercise your right of withdrawal you just need to send an email to the address info.eshop@vialis.es with the following information: Order number: (you can find it in your initial order confirmation email) Name and surname: Model / s to be returned: (in the case of more than one model) Reason: Pick-up time and place: (we do not guarantee that the pick-up will be exclusively at the specified time, it is better to specify if it is morning or afternoon) Once the reception of the message has been confirmed by our customer service, we will provide the information to the transport service. In case of having poor availability for the collection, you can take the model to return directly to any MRW office in Spain. Just indicate it in the return mail, and we will inform you how to proceed to deliver the package at the office so that they can return it with postage paid. HOW TO RETURN (OUT OF SPAIN)? *All the countries outside Spain have to use the method for returns. To exercise your right of withdrawal, you just have to send an email to info.eshop@vialis.es with the following information: Order number: (you can find it in your confirmation message) Name and surname: Model / s to be returned: (in the case of more than one model) Reason: In the case of returns from outside Spain, it is the customer who is responsible for returning the package to our warehouse. You only have to prepare the pair of shoes in the same box as the first shipment, and send it to the following address: Company name: PAIR OF SHOES, S.L. Office: VIALIS-ARO Street: Plaça Universitat 8, entlo 2 Postal Code:08007 City: Barcelona Phone: 93 264 00 58 You can use the transport service you want. HOW DO I HAVE TO MAKE A SIZE, MODEL OR COLOR CHANGE? To make any change from your initial order, the process to follow is to return the product you want, and make a new purchase through the online store with the size, color or model you want. WHEN AND HOW WILL I RECEIVE THE AMOUNT OF THE RETURN? Once the package arrives at our warehouse, you will receive an automatic email from the web indicating that the pair has arrived correctly, and we initiate the process of refunding the amount of the product, less the amount of shipping costs. The refund of the amount will be made through the same payment system with which you made the initial order, in a maximum period of 14 working days from receipt in our warehouse. CAN I RETURN OR REDEEM MY ORDER FROM THE ON-LINE STORE IN A VIALIS PHISICAL STORE OR IN A BRAND SALE POINT (MULTIMARK)? Returns or exchanges are not accepted in stores of the brand or in points of sale. Vialis will only accept refunds that have followed the established procedure. Only in certain specific cases we can accept the in official physical stores of VIALIS (check the location of our stores). Remember that this exception is only framed in the cases of current season products that we have availability in physical stores. *** Vialis reserves the right to refuse returns communicated or sent out of deadline or used items ONLINE SHIPPING IN WHAT COUNTRIES CAN I BUY ON-LINE VIALIS PRODUCTS? Apart from being able to buy in Spain and Andorra, now you can also buy in the following COUNTRIES. HOW LONG THE ORDERS WILL BE DELIVERED? Once your order leaves our warehouse, you will receive a confirmation email and the status of your order will change to “SHIPPED”. Delivery time varies according to the area. Here you can see the delivery time by Country / Area. TIMES OF DELIVERY THE SHIPPING COST? Expenses have the same amount throughout Spain (Andorra included). To consult the price of other areas or countries consult our shipping costs in the following table. SHIPPING COSTS * The shipping costs may vary depending on the rates that transport service providers apply to us. WILL I HAVE TO PAY CUSTOMS RIGHTS OR TAXES ON THE ITEMS? Shipments to the Canary Islands, Ceuta and Melilla are subject to customs duties and taxes, as well as to countries outside the European Union, but depends from the customs from your country. The expenses corresponding to the taxes associated with the customs clearance and taxes of your area or country, will be paid to the transport company, which will claim it at the time of delivery. Customs policies vary greatly from one country to another, so you should contact the local Customs Office for more information. * PAIR OF SHOES is not responsible for the costs generated by customs clearance and own taxes. HOW WILL I KNOW THE STATUS OF MY ORDER? As soon as your order leaves our warehouse or one of our physical stores in case of lack of stock, you will receive an email or notification message, and the status of your order will go to "SENT". Once your order has been processed you will receive in 24/48 hours a message from the transport service with your tracking number. Shipments that leave physical store do not automatically generate this notification, so if you have not received your tracking number and want to know the status of the order, send us an email with your name, surname and your order number. PURCHASING PROCESS HOW DO I KNOW MY SIZE? Next to the description of the product, where the sizes appear, you will find a helpdesk that will show you a table in centimeters, with the equivalences in the different size systems. This table is indicative, since the models and the shape of the shoes can vary these measures or the way it molds to the foot. SIZE GUIDE HOW CAN I KNOW IF MY ORDER HAS BEEN PERFORMED CORRECTLY? Immediately after the payment has been made and your order has been correctly recorded, you will receive an email confirming your order, with the invoice attached to it. If you do not receive it, check that the email you have provided on the website is correct, and modify it in your user area, or contact our customer service department at: info.eshop@vialis.es. CAN I REMOVE AN ITEM FROM MY ORDER? Yes. From the shopping cart you can delete the items you don’t want, as long as you haven’t processed the purchase order. If the order has been processed, but has not been sent to the "SHIPPED" status, you can contact us through the e-mail address info.eshop@vialis.es or call directly 93.264.00.58, online store extension. PAYMENT METHODS Except in exceptional periods, the Visa, Mastercard and American Express cards are accepted at the Vialis Online Store. For payment by credit or debit cards, the charge will be made online in real time, through our secure payment gateway once it has been verified that the data reported is correct. We also offer you the possibility of making your payments through Paypal, (Bizum and y a través de la plataforma de pago Sequra)* *(services available only to Spain) INFORMATION Inicio LegalNotice FAQ's - Frequently Asked Questions Privacy Policy General conditions Cookies Policy Size Guide VIALIS | Customer service MY ACCOUNT My orders My credit slips My addresses My personal info My vouchers Your cookie settings CATEGORIES AUTUMN WINTER'21 SALES SS21 SEE ALL PRODUCTS BOOTS ANKLE BOOTS SANDALS SHOES CLOGS PURSE HANDBAG Email: info.eshop@vialis.es PAIR OF SHOES S.L. Vialis - Aro. Copyright 1996-2021 Phone: 93. 264. 00. 58. Your cookie settings This store asks you to accept cookies for performance, social media and advertising purposes. 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