To ensure that your package is properly delivered and that you receive your package, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
After your payment is authorized and verified, You will receive a confirmation email within minutes of your order being placed. Depending on a number of factors, standard orders can take up to 2 business days to process.
SHIPPING RATES & TIMELINES
When your order has been shipped, you will receive a shipping confirmation email with tracking information.The estimated timelines for processing, transit, and final delivery are included here for reference.
Please note that orders to US destinations may take 2-7 business days from the date that it is shipped out (unless rush shipping options were chosen at the checkout), depending on the shipping method selected and final destination of the order. Orders to Hawaii and Alaska arrive in 3 - 10 business days.
For U.S. Domestic & International orders, we will use UPS and USPS to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements.
For international shipments, the goods will be imported on behalf of the consignee/buyer. The consignee authorizes Vaila to import the goods on his behalf. Further, the consignee/buyer agrees Vaila may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.
Your final shipping cost is displayed at the point of checkout. Shipping fees are non-refundable. If you refuse any shipments from vailashoes.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. If your returns reasoning aligns with our returns and exchange policy, then we will reimburse your shipping via your E-Gift Card credit.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
OUT OF STOCK ITEMS
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
RESERVED RIGHTS REGARDING SHIPPING
While we will make every effort to accommodate your shipping and billing preferences, in order to protect our customers, Vaila reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.
Additionally, Vaila reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
An irregular or excessive returns history indicative of “wardrobing;”
An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
Potential fraudulent or criminal activity.