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EXCHANGES AND RETURNS ONLINE ORDER
- How can I exchange or return an item from my order?
You need to fill out and submit the withdrawal form from your account.
Click on MY ORDERS, select the corresponding order, and click on ORDER DETAILS (in blue on the right).
Choose the item(s) you want to exchange or return.
In the text box, indicate whether you want an exchange or a refund.
In the case of an exchange, specify if you want a different size, color, or even a different item. Once you have completed all the fields, click on RETURN A PRODUCT.
Upon receiving the withdrawal form, our Customer Service team will contact you via email to provide you with the return number and address.
NOTE: Please be aware that products must be returned in perfect condition (unused), with the original brand packaging (if applicable), and with the original tags intact. - What happens if I want to exchange for a more expensive or cheaper item?
If the price difference is in your favor, we will issue the corresponding refund. If the price is higher, we will provide instructions via email on how to proceed with the payment of this difference. - Is there any specific item that I cannot return?
Returns are not accepted for safety equipment such as climbing, mountaineering, cycling, winter sports gear, and perishable items.
For hygiene reasons, underwear, face masks, swimwear, or custom products made according to customer instructions, such as custom T-shirts, cannot be returned.
Any item with its original packaging (shoe box, blister, screen-printed packaging, etc.) taped or torn will be rejected.
European copyright laws prohibit the return of software, media, and CDs where the packaging has been opened or the product has been registered, unless the product is defective. This includes, for example, software CDs included with GPS devices, watches, and other equipment. - How long do I have to return an order?
You have 14 calendar days from the receipt of your order to request a return using the withdrawal form, and an additional 14 days from our response email with the return instructions to ship your return.
Please note that the products must be returned in perfect condition (unused), with the original packaging from the brand (if applicable), and the original labeling intact. - Can I return my online order to a physical Viladomat store?
Only orders delivered in Andorra can be returned at our physical stores. Orders delivered in any other territory cannot be returned to our Andorra stores due to different tax regulations. - Will the shipping costs be refunded if I return my order?
No, return expenses are borne by the customer. - In the case of an exchange, will I have to pay for shipping again for the new item?
No, if you return an item for a size or color exchange, or even for a different item, the shipping costs for the new item are on us. You pay the sending trip and we pay the returning trip. - How and when will I receive the refund?
Once we receive your return and verify the good condition of the returned item (including the original packaging), we will refund the corresponding amount using the same payment method you used for your order. If the order was paid by bank transfer, we will request your IBAN account number, the name of your bank, and its BIC (Bank International Code) to process the refund.
Once we receive your return at our facilities, it will take a maximum of 14 days to process the refund (usually much less). This timeframe is due to the fact that we need to verify that the returned products meet the return conditions. - What do I need to do if I have received a product that does not match the advertised description or is in poor condition
We do our best to ensure that you receive the items you've ordered. However, if you receive an item that is not what you ordered, please contact us through the CONTACT form, selecting subject 5: Online Store - issue with the received product.
Fortunately, it doesn't usually happen, but if you notice any damage to the package due to transportation upon receipt, it's important to inform the carrier. Additionally, within 24 business hours, please provide us with a photo of the packaging, the carrier's label, and a photo of the damage the product has sustained. Above all, contact us through the CONTACT form, choosing subject 5: Online Store - issue with the received product.
Don't forget to provide the order reference.
Once we receive the information, we will guide you on the next steps and provide options to resolve the issue. - I have lost the packaging of the product and want to return it. What can I do?
The products must be returned in their original packaging.
All returns must be sent with all the documentation and accessories it included, such as labels, instruction booklet, CD, etc.
Please do not use adhesive tape or stickers on the original packaging, and wrap the purchase with external packaging similar to what you received.
For example: In the case of shoes, they must be sent within the original brand box, including all labels, accessories, and documents. This original box should be protected with external packaging similar to what you received to prevent damage during transportation.
EXCHANGES AND RETURNS STORE PURCHASES
- I want to exchange or return a purchase made in your stores in Andorra
You can return a purchase to our Andorra stores within 30 days from the date of purchase, with the purchase receipt.
The products must be returned in their original packaging as delivered, in perfect condition, unused, and with all original components and labels.
You can exchange your item for a different size, color, or even a different item.
In the case of a return, we will issue you a store credit valid for 5 years. - I can't go to Andorra. Can I send my return
Yes, but first, please contact us through the CONTACT form, selecting subject 8. Viladomat Andorra Stores: returning or exchanging an item.
We will provide you with a return reference and address via email. You can send your return through the carrier of your choice or by postal service.
Please note that shipping costs will be your responsibility. - Is there any specific item that I cannot return?
Returns are not accepted for safety equipment such as climbing, mountaineering, cycling, winter sports gear, and perishable items.
For hygiene reasons, underwear, face masks, swimwear, or custom products made according to customer instructions, such as custom T-shirts, cannot be returned.
Any item with its original packaging (shoe box, blister, screen-printed packaging, etc.) taped or torn will be rejected.
European copyright laws prohibit the return of software, media, and CDs where the packaging has been opened or the product has been registered, unless the product is defective. This includes, for example, software CDs included with GPS devices, watches, and other equipment. - How much time do I have to return a purchase made in Andorra's stores?
You can return your unused purchase with the original packaging within a maximum period of 30 days. - How much time do I have to return a purchase made on the website and delivered to an address in Andorra
You have 30 calendar days from the date you receive your online order to return it to our stores in Andorra, presenting the invoice that you will receive along with the item.
Please note that the products must be returned in perfect condition (unused), with the original packaging from the brand (if applicable), and the original labeling intact.
Only orders delivered in Andorra can be returned to our physical stores.
Orders delivered in any other territory cannot be returned to our stores in Andorra, as taxation regulations differ. - Can I return my online order to a physical Viladomat store?
Only orders delivered in Andorra can be returned at our physical stores.
Orders delivered in any other territory cannot be returned to our Andorra stores due to different tax regulations.