Click on the topics below to see the most frequently asked questions.
Frequently Asked Questions
How do I place an order in the store?
Did you find the product you wanted? Choose your size and click “Buy”. You can choose to select more products or go to your cart. Done? Now enter your zip code to calculate the shipping cost. Click “Checkout”, log in (or create an account if you don’t have one), choose your payment method and click “Checkout”. Don’t forget to check the final cart value. When payment is confirmed, we will send you an email with the estimated delivery date.
How do I use vouchers and coupons?
To use discount coupons or vouchers, before finalizing your purchase, click on “Coupons and vouchers” on the payment page. Enter the code and click “Apply”. The discount will be calculated automatically.
Only one discount coupon can be used per purchase. If you have both a voucher and a coupon, you can use them on the same order. Want to take advantage of our discounts before everyone else? Subscribe to our newsletter! You will receive exclusive promotions and coupons directly to your email and stay up-to-date on the latest news.
Important! Coupon and voucher codes are case-sensitive and have an expiration date. Before using a coupon or voucher, check the current rules for the products you wish to purchase. Coupons are not applicable to marketplace products, except in specific campaigns with partner brands.
How are the products delivered?
All products sold and delivered by Viela, in addition to the manufacturer’s packaging, are shipped in exclusive boxes or envelopes, designed to guarantee product quality and prevent damage. Before receiving the delivery, check if the package has been tampered with. If it has, do not accept the package and contact our Customer Service Center.
If you notice that the order has been tampered with only after receiving it, please contact us within 72 hours.
When an order contains more than one product, the items may be delivered separately. If you do not receive any item from your order, please contact our Customer Service Center.
Important! When delivery is made by the Post Office to addresses that are difficult to access or considered high-risk, your order may be redirected for collection at the Post Office branch closest to the recipient’s postal code. The shipping charge, if applied at the time of purchase, will remain valid regardless of whether the delivery is made to the indicated address or to a Post Office branch.
How do I track my order?
To track your order delivery on our website, go to “Login” and then to “My Orders”.
For mixed purchases consisting of Viela and marketplace items, you will see the delivery status individually, as each partner is responsible for the logistics and delivery of their products. We will also send an email with the tracking code for each order.
Important! Up to 3 delivery attempts will be made: if the recipient or someone responsible for receiving the order is not present, the product will be returned to the sender. We do not deliver internationally.
Managing your account
How do I change my delivery address?
To change your delivery or billing address, go to “Login” and click on “My Addresses”. On this page, you can edit your registered address or add a new one. Please note that we do not deliver to PO boxes.
Important! For security reasons, it is not possible to change the delivery address for orders that have already been finalized. Address changes are only possible for new purchases.
How do I recover my password?
Forgot your password? It happens! Click “Log in” and then “Forgot my password”. Fill in the field with your email and you’re done!
How do I cancel my purchase?
If you chose to pay via bank slip and the payment has not yet been made, the order will be automatically cancelled at midnight on the day following the due date, at no cost to you.
If you paid by credit card and the invoice has not yet been issued, you can request cancellation by contacting our Customer Service Center or through our self-service portal.
