SHIPPING

 

How long will it take for my order to arrive?

The delivery time for orders is 24-72 working hours from when the order is placed (only for peninsular shipments; the Balearic Islands, the Canary Islands, Ceuta and Melilla are excluded). All shipments will be made by the transport company Correos Express.
If for any reason the order had to be delayed, we will contact you to let you know.
Once the order has been placed, it is not allowed to make any changes to the shipping address, unless the customer bears the costs and it is expressly accepted by the parties.

What is the shipping cost?

Shipping costs are not included in the price of the items. These will appear broken down in the summary of your purchase. The expenses will be calculated depending on the destination and therefore will be:

Shipping costs will be free for purchases over €79.95 (only for peninsular shipments; the Canary Islands, Balearic Islands, Ceuta and Melilla are excluded).

Can I request the shipment of an order outside of Spain?

At the moment this option is not available. But you can contact us through the email info@visiondiamond.es and we will find a better way to send you your order.

What happens if I am not at the address I indicated when the courier is going to deliver the order?

After a first delivery attempt, the carrier will leave a notice for you to contact him and set a new delivery date. This delivery can be made at the shipping address you indicated or at one of the carrier’s offices.
After another failed attempt, your order will be canceled and we will refund the amount of the order minus the cost of returning the package.

What do I do if my order does not arrive?

If after a period of 5 working days from the confirmation of your order you have not received it, contact us by email at info@visiondiamond.es.

Can I send my order as a gift?

Yes, we offer you the possibility of sending gifts through our online store. To do this, make the purchase as usual, select the shipping address to which you want us to send the gift and in the “Shipping” step mark the “Gift wrapping” option. You can write a personalized message and we will take care of wrapping it in a special way.

Can I pick up my order at one of your stores?

Yes, you can pick up your order free of charge at one of our stores, located at C/ San Fernando, 40, Santander. The pick-up time is from Monday to Friday from 10:00 a.m. to 1:30 p.m. and from 4:30 p.m. to 8:00 p.m. Take with you the confirmation email of your order and ask any of our shop assistants.
You have 3 working days to pick up your package once we have verified the payment. After this period, we will proceed to cancel the order and the money will be refunded.

Transportation costs (both shipping and return) will be returned only when THE COMPANY is responsible for the cause of the return of the product (sending the wrong product, product in poor condition, etc.).

 

RETURNS

 

What should I do to give the item back?

To proceed with the return of an item with which you are not satisfied, we offer you two options: through our transport company Correos Express, or through a Post Office or any other carrier (eg: Seur, Nacex, etc.) if it is more comfortable for you.

If you choose to do it through Correos Express, the return will be free for you (only Peninsula). Otherwise, you will have to bear the costs of the return.

Option 1 → Through our transport company Correos Express.

The steps you must follow are the following:

1. Complete ALL THE DATA of the Return Form that you will find inside the box that we have sent you, with the information of the items you want to return as well as the necessary data for the collection of the package.

2. Send it to the mail “returns mail” indicating in the subject “return order no. XX”. It is very important that you include both the subject of the email and the Return Form with the number of your order, otherwise we will not be able to process your return.

Prepare your package for the return using the original packaging that we sent you, with the item in the same conditions in which it was sent, with its original labels and without having been used. Don’t forget to include the completed Return Form.

3. As soon as we receive it, we will request the collection of the package from our transport company Correos Express.

4. Later we will confirm the date and place of collection, and we will send you a delivery note that you must stick in the box.

You must facilitate the collection within a maximum period of 3 working days from the date we receive the Return Form.

5. Once received in our warehouses, we will verify that the item is in the same conditions in which it was sent, that it has not been used, that it retains its original labels and its complete original packaging, and we will proceed to refund the money in the same way you made the payment.

Option 2 → Through a Post Office or any other carrier.

The steps you must follow are the following:

1. Complete ALL THE DATA of the Return Form that you will find inside the box that we have sent you, with the information of the items you want to return as well as the necessary data for the collection of the package.

2. Send it to the mail “company mail” indicating in the subject “return order no. XX”. It is very important that you include both the subject of the email and the Return Form with the number of your order, otherwise we will not be able to process your return.

Prepare your package for the return using the original packaging that we sent you, with the item in the same conditions in which it was sent, with its original labels and without having been used. Don’t forget to include the completed Return Form.

The delivery address that you have to indicate on the package is: “Return address”.

3. Take it to a post office or the office of the chosen carrier and send it freight prepaid.

4. Once received in our warehouses, we will verify that the item is in the same conditions in which it was sent, that it has not been used, that it retains its original labels and its complete original packaging, and we will proceed to refund the money in the same way you made the payment.

Remember that in this case you will have to bear the cost of the return. Postage due returns will not be accepted unless it is done through the Correos Express transport agency.

Keep in mind that we cannot make changes in size or color, so if you need to change an item for another, we will refund the price of the same and you can make a new purchase in our online store.

For hygiene reasons, stockings, socks, leggings, earrings, headbands and other hair accessories (hairpins, hair bands, etc.) cannot be returned if their original seal has been removed.

In the event that THE COMPANY is the cause of a return (sending the wrong product, product in poor condition, etc.) the return must be made through Correos Express and in this case the return costs will be free.

THE COMPANY reserves the right to reject returns that do not meet the requirements described above.

Can I make a return in store?

At the moment it is not possible. We ask you to choose either of the two options that we offer you: through our transport company Correos Express or through Correos or any other carrier, if it is more convenient for you.

What is the deadline to make a return?

The maximum term you have to send us the return form is 14 calendar days from the date of receipt of the order. After this period we will not be able to accept the return of your order.

Do I have to pay anything for my return?

If you make the return through our transport company Correos Express, the return will be free for you (only Peninsula).

If you prefer to do it through the Post Office or another transport agency, you will have to bear the costs of the return. In this case, freight collect returns will not be accepted.

In both cases, the shipment will be under your responsibility until it reaches our warehouses.

How and when will I receive the amount of my refund?

Once the return is approved (when we verify that the returned items are in perfect condition and in the same conditions in which they were sent, that they have not been used, that they retain their original labels and their complete original packaging) you will receive the amount of the same how you made the payment. We will send you a confirmation email indicating the amount that will be credited to your account in a few days. Remember that the payment to your credit card or PayPal account always depends on your bank.

The amount paid will correspond to the PVP you paid for the returned items.

Transportation costs (both shipping and return) will be refunded when THE COMPANY is responsible for the cause of the return of the product (sending the wrong product, product in poor condition, etc.) and in case of withdrawal.

I have lost my returns form

Don’t worry, write to the email “Returns Mail” and we will send it to you. Fill in all the fields; You have the instructions at the bottom of the sheet. And don’t forget to include it in the package when you return your order.

Right of withdrawal

According to the Distance Selling Regulations, customers in the European Union have 14 calendar days, counting from the date of receipt of the order, to exercise the right of withdrawal on their order. You may exercise your right of withdrawal by means of any type of unequivocal statement in which you indicate your decision to withdraw from the contract. You can do it through the email info@visiondiamond.es.

In this case, the amount paid will be refunded (including shipping and return costs) and the order will be collected following the procedure indicated above.