Frequently asked questions
Frequently asked questions
Here you will find answers to the most frequently asked questions about orders, delivery, returns, and payments. Can't find your answer? Contact us via contact@virelle.fr or at +31 6 33 03 45 71
Order
How do I place an order?
Select the items you want, add them to your cart, and then follow the checkout steps. A confirmation will be sent to you by email once the order has been confirmed.
Can I modify or cancel my order?
An order can be canceled as long as it has not yet been shipped. Contact us promptly at contact@virelle.fr with your order number.
I have not received an order confirmation. What should I do?
Please check your spam folder. If you still cannot find the email, contact us at contact@virelle.fr.
Delivery
What are the delivery times?
Order processing takes 1 to 2 business days. Delivery then takes 3 to 5 business days. The total estimated time is therefore 4 to 7 business days from the order date.
Orders placed after 5:00 PM, Paris time – CET/CEST), are processed from the following business day.
What are the delivery costs?
Delivery is free for all orders in France.
Do you deliver outside France?
For now, Virelle mainly focuses on orders in France.
How do I track my order?
As soon as your order is shipped, you will receive an email containing your personal tracking number.
My package has not arrived yet. What should I do?
Please check your tracking link first. If your package still has not arrived after the estimated delivery time, contact us at contact@virelle.fr.
Returns and refunds
What is your return policy?
You have 30 days after receiving your order to request a return. The item must be unworn, only tried on, and returned in its original condition.
How do I return an item?
Contact us first at contact@virelle.fr. We will provide you with the instructions and the appropriate return address.
Who pays the return shipping costs?
Return shipping costs are borne by the customer for a standard return. In the case of an incorrect or defective item, Virelle covers the return shipping costs.
When will I receive my refund?
After receiving and inspecting the return, the refund is issued within 5 business days via the original payment method.
I received a defective or incorrect item. What should I do?
Contact us as soon as possible at contact@virelle.fr with your order number and clear photos of the issue.
Can I exchange a size or color?
Exchanges are possible subject to stock availability. Contact our customer service to check the available options.
Payment
What payment methods do you accept?
We accept the main payment methods offered at checkout, including bank cards and secure payment solutions available on Shopify.
Is payment secure?
Yes. Payments are processed through secure platforms and protected by SSL encryption. Virelle never stores your complete payment information.
In which currency are the prices displayed?
All prices are displayed in euros (€).
Contact and company
How can I contact customer service?
You can contact us by email at contact@virelle.fr or by phone at +31 6 33 03 45 71
Who manages Virelle?
Virelle is operated by HVH, a company registered in the Netherlands.
Trade name: Virelle
Legal entity: HVH
Address:
Bandeliersberg 118
4707SE Roosendaal
Netherlands
Email: contact@virelle.fr
Phone: +31 6 33 03 45 71
Chamber of Commerce (KvK): 73963011
VAT number: NL002420513B07
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