Shipping and returns policy
Where do we ship to?
We ship worldwide with FedEx. Depending on your location, we may use a different courier service, but we will inform you in advance.
If for any reason you cannot find your country in the shipping list, please let us know and we will be happy to assist you.
When will I receive my order?
Once your order has been dispatched, delivery within mainland Spain takes between 2 and 7 working days.
Where do you ship from?
We ship from Barcelona, Spain.
Orders sent to countries within the European Union are not subject to additional taxes or duties.
How much does shipping cost?
Shipping costs depend on the destination and the weight of your order. The exact amount will be calculated automatically at checkout.
Please refer to the details below to check rates and estimated delivery times.
If your destination country is not listed in the table below, please contact us at hello@thevanverbrand.com or +34 695 082283 to confirm the rate.
SPAIN
Zone 1 – Barcelona
Delivery: 3 to 7 working days
Cost: €2.50
Zone 2 – Castellón, Girona, Lleida, Madrid, Tarragona, Zaragoza
Delivery: 3 to 7 working days
Cost: €2.90
Zone 3 – Álava, Alicante, Gipuzkoa, Huesca, Navarra, Ourense, Palencia, Pontevedra, La Rioja, Salamanca, Segovia, Soria, Teruel, Valencia, Vizcaya
Delivery: 3 to 7 working days
Cost: €2.90
Free shipping on orders over €50.
Zone 4 – Albacete, Almería, Asturias, Ávila, Badajoz, Burgos, Cáceres, Cádiz, Cantabria, Ciudad Real, Córdoba, A Coruña, Cuenca, Granada, Guadalajara, Huelva, Jaén, León, Lugo, Málaga, Murcia, Toledo, Valladolid, Zamora, Seville
Delivery: 3 to 7 working days
Cost: €3.90
Free shipping on orders over €50.
SPAIN – Balearic Islands
Delivery: 3 to 7 working days
Cost: €15
PORTUGAL
Delivery: 4 to 10 working days
Cost: €11.50
EUROPE (A)
Germany, Italy, Austria and Vatican City
Delivery: 4 to 10 working days
Cost: €16.50
EUROPE (B)
France, Belgium, Monaco, The Netherlands and Luxembourg
Delivery: 4 to 10 working days
Cost: €12.90
EUROPE (C)
Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia
Delivery: 4 to 10 working days
Cost: €26.90
EUROPE (D)
Denmark, Finland, Greece, Ireland, Sweden, Norway
Delivery: 4 to 10 working days
Cost: €22.70
EUROPE (E)
Switzerland
Delivery: 4 to 10 working days
Cost: €37.90
The prices listed apply to shipments up to 1 kg.
Shipping costs do not include customs duties or import charges that may apply to orders shipped outside the European Union. The Vanver Brand does not assume responsibility for customs duties or related charges outside the EU. Costs are estimates and may be subject to minor changes at checkout.
How can I track my shipment?
As soon as your order has been dispatched, you will receive an automatic email with your tracking number and a link to follow your shipment.
If you have any questions, please contact us at hello@thevanverbrand.com or +34 695 082283.
I missed my delivery. What happens now?
If you were unable to receive your order, please contact the courier company as soon as possible to arrange a new delivery.
If the parcel is returned to us due to refusal, incorrect address, failed delivery attempts, or failure to collect it from a pick-up point, we will issue a refund once we receive it back at our facilities. Please note that the original shipping costs and any return costs incurred will be deducted from the refund.
If you prefer a new shipment instead of a refund, you will need to pay the shipping costs again.
My order shows as delivered, but I have not received it.
In many cases, FedEx may leave the parcel at a nearby collection point if delivery could not be completed. Please check the tracking link in your dispatch email to see whether a pick-up location is indicated.
If no information appears, please contact us and we will do our best to assist you. Please note that it may not always be possible to offer a refund or replacement.
Can I return an item? (Simple return or withdrawal – for example, if you did not like it or it was not what you expected)
If you wish to return an item and request a refund, please contact us at hello@thevanverbrand.com within 14 days of receiving your order and we will guide you through the next steps.
In accordance with Article 97.1.i of the Spanish Consumer Law (LGDCU), the withdrawal period expires 14 calendar days from the day on which the customer, or a third party indicated by the customer (other than the carrier), acquires physical possession of the goods. Customers are responsible for return shipping costs.
For a return to be accepted:
- Items must be unused, in perfect condition, with their original tags and packaging.
- Returns must be sent at the customer’s expense, including any applicable taxes or duties.
- Original shipping costs are non-refundable, even if you benefited from free shipping.
- The customer is responsible for the items until they arrive safely at our warehouse. Please keep proof of postage until your refund has been processed.
My item is not the size I need or I would like to exchange it for another model. What should I do?
If you wish to exchange an item, please note that the customer is responsible for both the return shipping costs and the new shipping costs. Contact us and we will explain the process.
Conditions for returns and exchanges:
- Items must be unused, in perfect condition, with their original tags and packaging.
- Returns must be sent at the customer’s expense, including any applicable taxes or duties.
- Original shipping costs are non-refundable, even if you benefited from free shipping.
- The customer is responsible for the items until they arrive safely at our warehouse. Please keep proof of postage until your refund has been processed.
My product is faulty. What should I do?
Oops! Please contact us by email at hello@thevanverbrand.com or by phone at +34 695 082283 and send us photos so we can assess the fault, damage and/or defect.
In the case of damaged or defective products, return shipping costs will be covered by The Vanver Brand.
How do I arrange the return logistics?
Option 1: Direct return arranged by the customer
Please send the parcel to:
Recipient: The Vanver Brand – Verónica Raffaeli – NIE Y9887870T
Address: Carrer de Montornés 34, PBA, Barcelona (08023), Spain
Under this option, the customer may choose their preferred courier company.
Option 2: Collection arranged by us
If you would like us to arrange collection, please provide:
- Full collection address
- Preferred day and time slot
Collections are carried out by FedEx as a door-to-door service. We may also arrange collection with Correos.
Under this option, The Vanver Brand will provide a quotation for the service. The cost will be deducted from the amount to be refunded.
Important: For simple returns or withdrawal, logistics costs are borne by the customer. In the case of faulty products, costs are borne by The Vanver Brand.
When will I receive my refund?
Once we have received the returned items (whether for a simple return, withdrawal or fault), we will issue the refund to your original payment method as soon as possible, excluding any non-refundable shipping costs.
Please note that refunds may take time to appear in your account due to varying processing times between payment providers. The responsibility for the effective credit lies with the payment processor.
If for any reason you do not receive the credited amount within 15 working days, please contact hello@thevanverbrand.com.
Will I have to pay customs duties?
If your order is shipped to a country outside the European Union, it may be subject to customs duties or import charges not included in our shipping fees. As the buyer, you are responsible for any import costs incurred in your country.
If you have any questions, please contact us at hello@thevanverbrand.com. We are always happy to help.
Can I pay via Bizum?
Yes. If you prefer to pay via Bizum, please contact us on +34 695 082283 and we will provide the relevant number.
I need an invoice. How can I request one?
If you require an invoice, please indicate this in the notes section at checkout and/or contact us at +34 695 082283 or hello@thevanverbrand.com.
Please provide the name of the individual or company to be invoiced, along with the full address and VAT number (CIF/NIE).