FAQ

To which countries do you deliver?
  • We only deliver Spain & EU.
  • For any other shipping & refund related question, please contact us
Can I change my shipping address?
  • For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary.
  • We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
  • If you have made a mistake with your shipping details please contact us via email or telephone and we will try to amend them.
  • Please note, we can make no guarantees to change addresses prior to shipping. If an order has been shipped we are unable to amend the shipping address.
Do I pay customs & import charges if I live outside of the EU
  • Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
  • Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
  • The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
How long does it take for my parcel to arrive?
  • For shipping rates and estimated arrival times please navigate to the shipping information page using the button below.
Can i track my parcel?
  • You will receive a dispatch confirmation email from DHL as soon as your order has been processed. This email will also contain your tracking information.
  • For all national orders shipped by DHL Parcel Standard Service visit: https://clientesparcel.dhl.es/LiveTracking/seguimiento-envio-empresas
  • For all International orders shipped by DHL Parcel Standard Service visit: https://clientesparcel.dhl.es/LiveTracking/seguimiento-envio-empresas
Who is your delivery carrier?
  • We use DHL Parcel Standard Service to send all of our orders.
Can someone else sign for my parcel?
  • Yes, it does not have to be the address. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
What if I'm not home when the parcel is delivered?
  • Should you be unavailable to sign for the parcel you can select from a number of options including, collection from a DHL ServicePoint, deliver with a neighbor or arrange a new home delivery. If they attempt delivery and you are not available they will leave a yellow card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery before returning your parcel to our store.
I want to change my delivery moment?
How do I know if my item has been dispatched? 
  • You will receive a dispatch confirmation email from us and DHL once your order has been shipped. This email will also contain your tracking information.
Customs have asked for more information. What should I do?
  • Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact us via email with your tracking number. We will do our very best to help resolve the matter as swiftly as possible.

Return Policy

What is your online returns policy?
If you are not fully happy with the goods you have received, you can return them to us within 10 days of delivery, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.
Important notes on this service.
Please reply via your received order confirmation email to initiate an exchange or a refund. In the email please submit the state reason for returning goods (e.g. exchange, refund, wrong size, faulty etc.).

Please ensure you enclose the printed order confirmation with your goods, and return to the following address;

Paráis VLC
Carrer de Roteros 19
46003, Valencia
Spain

Ensure your return is well packaged, and meets all the conditions listed below:

Returns terms and guidelines

  • All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.
  • We are not responsible for the return shipping costs of the items.
  • All Items must be in original, resalable condition.
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
  • Please make sure all return packages are sent with a trackable, insured service.
  • We cannot take responsibility for items damaged or lost in the return transit.
  • If returned an item from outside Spain, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. Paráis VLC is NOT responsible for any return custom charges made.
  • Please make sure that the order confirmation is enclosed with your goods.

 

How long will it be before I get a refund?

We aim to process returns within 1-2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

How long will it be before I get an exchange?
We aim to process returns within 1-2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within the estimated arrival times of your country.
Can you confirm you have received my return?
We aim to process returns within 1-2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact us via email or telephone.