Returns and exchanges
We want you to shop with complete peace of mind.
If you need to return your order, here we explain how to do it clearly and easily depending on where you made your purchase.
For shipping information click here.
V&V ONLINE STORE
1. Acceptance conditions
We want the process to be simple and transparent.
- You have 30 calendar days from the date you receive your order to request a return.
- You can easily manage it via the Returns Portal, in just a few clicks.
- Completely free process in Spain (Mainland) and Portugal.
- For orders outside Spain (Mainland), please check the conditions in the next section.
Shipping error or defective product
If you notice any mistake or damage during transport, please contact us as soon as possible and attach photos so we can find the best solution.
High Jewelry
Products from our High Jewelry line have 15 calendar days from receipt for returns.
Important
- Returns must be requested within the stated timeframes.
- Online purchases must be managed through the online channel.
- Returns are not accepted in physical stores or El Corte Inglés locations.
What if I used a discount or promotion on my order? +
In the case of a partial return from an order with a discount, the refunded amount will be calculated by deducting the proportional part of the discount applied to the total order.
If your order included a promotional gift and, after the return, the promotion conditions are no longer met, you must include the gift in the return. Otherwise, its value will be deducted from the refund.
2. How to request your return
Select the region from which you are requesting the return:
Spain (Mainland and Balearic Islands) and Portugal
- Returns are completely free.
- You can choose home collection or a pickup point.
- Request it through our Returns Portal.
- You will receive information and a tracking number by email.
* For High Jewelry products:
- We manage the collection directly.
- The service is special and insured.
- Just contact us with the collection address and your order number.
Canary Islands and Rest of the World
- For these destinations, the customer is responsible for arranging the return.
- Return shipping costs are paid by the customer.
- Cash-on-delivery returns are not accepted.
- We recommend using a tracked or certified service.
- VIDAL & VIDAL is not responsible for lost shipments.
Address of our warehouse in Menorca:
ATTN./International Returns
Company: Greve Invest S.L.
Street: Bijuters, 55
Postal code: 07720
City: Es Castell - Menorca
Province: Balearic Islands
Country: Spain
3. How to prepare your return
To help us process your return smoothly:
- Pack the product securely.
- Include the original packaging, tags, and all elements.
- Sets must be returned complete.
- If applicable, include the promotional gift.
- Add your order number inside the package or include it as a shipping reference.
If the product arrives incomplete or in poor condition, the refund amount may be affected.
4. Refund
- The refund will be issued using the same payment method used for the purchase.
- You will receive an email confirmation once the return inspection is completed.
The return inspection is carried out within 24–48 hours after the product is received at our warehouse. During high-demand periods, it may take a little longer as it is a manual process.
Once you receive the confirmation email, the refund may take up to 10 business days to appear in your account depending on your bank.
Original shipping costs (if paid) are non-refundable.
V&V PHYSICAL STORES
- You have 15 calendar days from the purchase date.
- Presenting the receipt is mandatory.
- The return is processed in a VIDAL & VIDAL store and the refund will be issued via the same payment method.
- Exchanges are allowed for products of equal, lower, or higher value.
EL CORTE INGLÉS STORES
- You have 15 calendar days from the purchase date.
- Presenting the receipt is mandatory.
- The return must be processed at an El Corte Inglés location with a VIDAL & VIDAL store, and the refund will be issued via the same payment method.
See available locations with VIDAL & VIDAL.
AUTHORIZED RETAILERS
If you purchased a VIDAL & VIDAL piece from a multi-brand retailer, you must manage the return directly with that store. We cannot intervene in their return policies or commercial conditions.
