VIENTY FREQUENTLY ASKED QUESTIONS (FAQs)

ORDERS

• How can I know if I placed my order correctly?

First of all, thank you for choosing us and order at VIENTY! Once the order is confirmed, you will receive a confirmation e-mail message. There, you will find an order overview.

If you have not received the e-mail after a few hours, it might be for different reasons. Please, check your spam folder, see if it went there and, if it is not, there might have been some kind of mistake with the e-mail address provided.

In case that happens, please, contact our customer service via WhatsApp, no. +34 674852882 or via e-mail to hola@vienty.es and we will solve your problem.

• How long will it take to receive my order?

Orders within Spain are shipped within 1-2 working days (peninsula). To Europe, they will take 1 to 7, depending on destination. You can check all Vienty's delivery terms at " Shipping, Exchanges and Returns" .

• How can I know my order's status?

If you wish know your order's status, you can access your account on "My Orders" and check the status and all the details. You will receive a notification via SMS as soon as it is picked up by the carrier. Please, contact us via WhatsApp on the +34 674852882 for any queries.

• How can I use a discount code?

If you have a discount code, such as the welcome code for your first purchase at Vienty, you can enter the code on the "My Shopping Cart" page, where the ‘PROMOTIONAL CODE’ box appears. Type the code and click on OK. The discount will automatically be applied if it is compatible with the selected item.

• How can I purchase a sold-out item?

Such a shame the model you liked is sold out! Sometimes, we replenish items, especially the best-selling models of the season, but not others. If you are interested in a sold-out model and you want us to notify you if it is available again, click on the envelope above your size to send a REPLENISHMENT ALERT REQUEST. We will notify you in the event it becomes available again. We also recommend that you subscribe to our Newsletter, as our subscribers are the first to know about everything!

• The size or model I like is in PRE-ORDER. What does that mean?

Many times, we put our products on sale in PRE-ORDER. This means we are finalizing the manufacturing process and they will be shipped to the customer as soon as they are finished. We usually indicate the shipping date on each pre-order product. In case of updating the estimated delivery date, it is notified via e-mail.

Pre-ordered items must be paid in full at the time of purchase. It is a way to make sure that you will have them, even if you need to wait a little longer.

• How can I know where is my shipment?

As soon as the package leaves our facilities with the carrier, you will receive an SMS from the carrier company indicating the delivery date at the provided address.


• Can I change the delivery address of my order once it has been placed?

Yes, you can do that. In the SMS that you will receive from the transport company, you will have the option to change the delivery address of your package, change the delivery date if you are not going to be there that day or even collect the package at a company pickup point.

• I had an issue with my order. What can I do?

Never mind! We are here to help! If you have any questions about your order, if you have chosen the wrong size or colour or any question that we can solve, please, do not hesitate to contact our customer service WhatsApp phone no. +34 674852882 or by e-mail at hola@vienty.es as soon as possible.


PAYMENTS

• How can I pay at www.vienty.es?

You can pay by card, PayPal or Bizum. You can read any further information on payments on "Payment Methods" .


SHIPMENTS

• Where do we ship?

Right now, we are shipping to Spain and Europe, except for the Canary Islands and Andorra. For further information on shipments, please, visit "Shipping, Exchanges and Returns" .

• Is shipping free of charge?

Shipping is free of charge for all shipments within Spain (peninsula) over 50€. You can check shipping costs to the Balearic Islands on "Shipping, Exchanges and Returns" . Shipping is also free of charge in some of the countries of the UE for purchases over 50€.

In any case, during the purchase process, we will let you know what the shipping costs are.


RETURNS

• Can I return my order?

Yes, you can return your order, no strings attached, and we will refund your money.

• What is Vienty's return policy?

You can find Vienty's return policies on the "Shipping, Exchanges and Returns" page.

• How can I return an item?

To return any item you can do it within a period of 30 days. To do this, you must access your account by logging in to vienty.es and once you are inside go to the ORDER HISTORY AND DETAILS option.

Here you can select the order you want to return. Follow the instructions (which are indicated there and we will process the return) it will only take a few minutes.

You can track the status of your return in MY MERCHANDISE RETURNS, within MY ACCOUNT.

If you have any questions, contact our customer service telephone number +34 674 852 882.

• Can I exchange the size?

Size exchange is free for orders in Spain (peninsula and Balearic Islands) and Portugal. Exchanges are not allowed for orders in the Canary Islands, Ceuta, Melilla, Europe and other destinations. You must request the return of the order and place a new order with the size you need.

• What should I do if I receive a defective item?

This is unlikely to happen but, if you receive an item with a manufacturing defect, please contact our customer service WhatsApp no. +34 67852882 to proceed with the return.

• What should I do if I receive a wrong item?

If by mistake you have received an item that you had not ordered, contact us on our customer service WhatsApp no. +34 67852882 to proceed with the delivery with exchange or a product return.

• How long will it take to receive a refund for the return?

When you request the return of an item, it is important to keep in mind the return process. Once we have received the item in our warehouse and it has been inspected in order to verify that it is in perfect condition and that it has not been used, the return will be approved and processed.

Once the return is executed, it will depend on the payment method used to complete it.

The return process can take up to 15 working days from the moment we receive the returned item. During the holiday period, from 7 to 29 August 2021, the order reimbursement period may be delayed by up to 30 days.


SIZES

• How can I know if the size is available?

In the description of each item, you will find all the available sizes. If a size is not available, an icon of an envelope will appear above the size. If you are interested in it, you can click and enter your e-mail address so that we can notify you if this size is replenished.

• Do the shoes fit well?

In the item description, you will find a SIZE GUIDE with the measurements. Keep in mind these measurements are general but there are always shoe trees that fit better than others. In the event that a model fits larger or smaller than usual, we will indicate it on the item description.

At Vienty, we understand that every woman is different and that no two feet are the same and that is why we try to make our sizes fit most feet. If you have specific doubts about the fit of a specific model, do not hesitate to contact our customer service WhatsApp no. +34 674852882.

• I do not always wear the same number and I do not know what size to order. Could you help me, please?

In that case, get in touch with us and we will advise you. We are here to help you! You can do it by writing us to hola@vienty.esor via WhatsApp to no. +34 674852882.

COMMUNICATIONS

• Can I receive information via e-mail with the latest news and promotions by VIENTY?

Sure can! We will be more than glad to send you our latest news. To do so, subscribe to the newsletter and you will receive frequent information as well as the exclusive promotions of the Smile Walking club.

• How can I unsubscribe from the newsletter?

ou can unsubscribe to receive our communications at any time. To do so, click on the link that you will find at the bottom of the last e-mail you received from Vienty and cancel the subscription to our newsletter. You can also write us to comunicacion@vienty.es notifying you wish to unsubscribe from the newsletter.

VIENTY USER ACCOUNT

• How can I register at www.vienty.es?

Creating a VIENTY account is very easy. Just go on the website and click on LOG IN on the upper right part of the page. Then, enter your e-mail address on the left, under CREATE AN ACCOUNT. It is very easy! Just fill in your details and you are all set!

• I already have a VIENTY account. How can I access it?

To access your account, you must access LOG IN in the upper right part of the page and then enter your e-mail and password under ALREADY REGISTERED? And click on LOG IN.

• What if I forgot my password?

Do not worry if you forgot your password; our system will send you an e-mail to restore it and access your account.

To do this, you need to SIGN IN and enter your e-mail under ALREADY REGISTERED? And click on ‘Forgot your password?’ Re-enter your e-mail and click on RESTORE.

Once you have received the e-mail to restore your password, click on the link that appears. This will forward you to the website and ask for a new password, and you can access your account again!