Exchanges and returns

What is the deadline for returning my orders?

You as a buyer may exercise your right of withdrawal within 14 working days from the date of receipt of the order, we offer you our “Customer Service” to deal with any questions or requests in this regard.


Do I have to pay return costs?

As long as you have informed the “Customer Service” department, the transport costs inherent in the return of one or more items will be at our expense if the items are defective or you have received an incorrect order. In any other case, they will be at your expense.


What should I do if I want to return a product?

If your order is within the established period, you must contact our “Customer Service” to return the product.Within approximately 24 hours of notification of the return, our carrier will contact you to arrange for collection from the place indicated on the returns form.


In what conditions should I return the order?

It is essential that the product you are returning is in its original condition and packaging, it must not be used or damaged, and you must keep the labels and accessories included in the box.


How should I prepare my return?

Take the original box that you received at home. Put the purchase receipt you received at the bottom of the box. If you have bought more than one item, underline the item you are returning on the purchase receipt. Put the product you want to return in the original box. Make sure that the products have their original labels. Before closing the box, check that everything is OK, as once the box has been closed you cannot open it again.


How will I know that the return of my order has been completed?

As soon as we receive the item(s) and check that they are in perfect condition, we will credit your credit card for the full amount, which will be paid according to your bank’s conditions. Once the payment has been made, we will send you a confirmation e-mail.


Can I return or redeem my order from the online shop at another point of sale that sells the VIGAR brand?

Returns or exchanges are not accepted outside the online shop. VIGAR will only accept returns that have followed the established procedure.


What should I do if the amount of my return is incorrect?

By contacting our “Customer Service” department, we will solve the problem as soon as reserves the right to refuse returns communicated or sent after the established deadline or items that are not in the same condition as they were received.


Is it safe to use my credit card on the web?

Yes, the data is transmitted in encrypted form using the SSL protocol. For payment with Visa and Mastercard only transactions Ces (Safe Electronic Commerce) will be accepted. After verifying that the card is affixed to the CES system, the system will contact the issuing bank for the buyer to authorize the transaction. When the bank confirms the authenticity, the charge will be made on the card. Otherwise the order will be canceled.


What is my security code?

Your security code corresponds to the last 3 digits that appear in the space to sign on the back of your card.


Why can my credit card be rejected?

Your card may be rejected for one of the following reasons:The card may be out of date. Make sure your card does not exceed the expiration date.The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases.Some input may be incorrect. Check that you have correctly filled in all the necessary fields.


Can I print proof of purchase for my order?

You can print your proof of purchase by accessing:“Your account”> “My orders” and then selecting the reference of your order. Click the “print the order” link and you will be able to print your receipt or save it to your computer.