Frequent questions

FAQ'S - FREQUENTLY ASKED QUESTIONS

Where can I buy Veneno en la Piel?

To buy Veneno en la Piel you can go to:

- Veneno en la Piel LaForja - C/ Laforja 94, Barcelona, tel. 938 589 651

- Veneno en la Piel Bridal & Couture - c/ Laforja 96 Barcelona, tel.933 102 330

- Veneno en la Piel Outlet - C/Girona 36, tel. 932 315 819

- E-commerce Veneno en la Piel (you are in it www.venenoenlapiel.com).

You will also find our designs in multi-brand stores throughout Spain and Portugal. If you want more information about a specific area, please send an email to Customer Service (shoponline@venenoenlapiel.com) indicating your doubts.

FAQ'S - FREQUENTLY ASKED QUESTIONS

Where can I buy Veneno en la Piel?

To buy Veneno en la Piel you can go to:

- Veneno en la Piel LaForja - C/ Laforja 94, Barcelona, tel. 938 589 651

- Veneno en la Piel Outlet - C/Girona 36, tel. 932 315 819

- E-commerce Veneno en la Piel (you are in it www.venenoenlapiel.com).

ONLINE ORDERS

From which countries can I buy Veneno en la Piel?

At this time we ship to all of Europe.

How can I pay for my order?

You can pay for your order with a debit/credit card, through PayPal and through a bank transfer.

If you want to pay by bank transfer you must indicate it at the time of finalizing the order. The office staff will send you an email with the account number as soon as they process your order. This will not be sent until the entire amount of the order is received.

How do I place an order?

To add a product to your cart you must enter the product and indicate what color and size you need. Make sure that the size is correct, so you avoid unnecessary changes (you can consult the Size Guide, keep in mind that the model is 1.75 and is wearing size 36).

Then click "Add to Cart".

- You can repeat this step for each product you want to buy. Just select "Continue shopping". Repeat the previous step with as many items as you wish to purchase.

- Once you want to finalize your purchase, you must click on "Your cart" at the top right of the page. There you must click on "Confirm".

- Complete the registration form with the billing and delivery information and select the payment method.

- If your data is validated, the order will end correctly and you will be able to see the purchase confirmation with your order number. You will also receive this information via email.

Note: We intend to show our products as close to reality as possible. However, they may be subject to variations depending on the lighting and the quality of the photography, your computer monitor or other factors beyond our control. If you have any questions about any of our models, contact our Customer Service (shoponline@venenoenlapiel.com or 93 465 48 64 from M-V from 9 a.m. to 3 p.m.)

If I take a long time to make the purchase, can I lose my order?

Yes, the product will not really be yours until the purchase process is complete. The products that you have sent to the Shopping Cart are not reserved.

Can I indicate a different address than the one included in "My Account"?

Yes, in the section of My Account - "Address Book" we give you the option of including several delivery addresses. Confirm with your order which of all you want it to reach you.

What can I do if I have problems with my purchase?

If you have a problem with your order, you can contact our Customer Service so that we can help you solve it. (shoponline@venenoenlapiel.com or 93 465 48 64 from Monday to Friday from 9am to 3pm).

SHIPMENTS

We currently work with the transport agency Correos Exprés.

Delivery times PENINSULA

- If you place the order from Monday to Thursday, the delivery time is usually 24-48 hours. Orders placed before 12:00 noon will be shipped the same day except Friday.

- If you place the order on Friday before 11:00 a.m., it will leave the same day, but it will surely arrive on Monday.

- If you place the order on Friday after 11:00 a.m. or during the weekend, it will be shipped on the first business day (usually Monday of the following week).

Delivery times BALEARIC AND CANARY ISLANDS

- They are usually about 5-10 working days (if you order from the Balearic Islands or the Canary Islands we will contact you via call or email for the different procedures such as DUA, etc.)

Shipping costs

For the Peninsula and the Balearic Islands, on orders over €60, return costs will be free. For orders less than €60, €6 will be deducted from the amount to be returned.

Shipping to the Canary Islands, contact us through this email shoponline@venenoenlapiel.com to be able to make a purchase for that destination, taking into account that the postage amounts to €40, also assuming customs costs.

For orders sent to the rest of Europe, shipping costs will always be €15.

What happens if they bring it to me and I'm not there?

Nothing happens, the courier leaves you a notice with a phone number that you must call to arrange a new delivery.

Can I pick it up somewhere?

Yes, call the telephone number that appears in the notice and agree with our transportation agency.

Where do I track my order?

When your order leaves our warehouses you will receive an informative email with a tracking number from the carrier. You can track your order directly on the website of the carrier that we indicate.

Can I indicate a different address than the one included in "My Account"?

Yes, in the section of My Account - "Address Book" we give you the option of including several delivery addresses. Confirm with your order which of all you want it to reach you.

What happens if the package arrives open or damaged?

If your order arrives open or visibly damaged, do not accept it. We would appreciate it if you could notify us at shoponline@venenoenlapiel.com or at 93 465 48 64 (L-Thurs from 9am to 3pm and Fri from 9am to 2pm).

The courier will return it to us and we will contact you as soon as possible to send you a new one.

RETURNS

Can I return or exchange my dress?

Veneno en la Piel wants to ensure that you are satisfied with your purchase, so we try to make returns as easy as purchases.

You can return or exchange the product before using it, as long as you do so in the same condition in which you received it, with the original box and packaging and all its accessories in perfect condition.

Can I return or exchange an accessory?

We do not accept returns on bags and belts. We change color or item as long as it is in the same condition in which you received it.

Can I change my dress size? And for another model?

You can make any changes you want. You will have to write an email to shoponline@venenoenlapiel.com indicating as Subject Change + your customer name. The changes are managed as returns, that is, you have to follow the same steps as if you were making a return.

How do I make a return or an exchange?

Inside the package where your order comes you will receive a document for RETURNS. You have to follow the steps that we indicate there:

- The garment must reach us in the same state in which you received it: clean, well folded and with the label. Wrap it in a plastic bag and pack it with the box or envelope that we always provide you, very well sealed.

- Paste a piece of paper with the address and the sender on the envelope/box. Veneno en la Piel C/HOLLAND 18 08917 BADALONA

- Fill in the return form that we attached to the package.

- Send us an email to shoponline@venenoenlapiel.com indicating that you want to return your order or part of it. We will contact the transport company, which will contact you to arrange the collection of the package.

- Once it arrives, we will check that the garment is in correct condition and we will proceed to refund the amount of the garment/s that you have returned.

The return can take 5-10 business days and is made in the same method in which you paid for the order.

How long do I have to make the change or return?

You have up to 14 days from receipt of the shipment to make the return.

Does the return have shipping costs?

Yes.

For the Peninsula and the Balearic Islands in any return will be deducted 6€ from the amount to be returned.

For orders that come the Canary Islands and the rest of Europe, the return costs are €15, which will be deducted from the amount to be returned.

ACCOUNT VENENO EN LA PIEL

How do I register?

It is very simple. Enter your email address, a password, and other required information, and you're ready to enter Veneno en la Piel. We advise you to subscribe to our Newsletter: you will receive a 10% discount for your first order.

How do I verify or change my personal data?

To manage your account or modify your data, you just have to open a new session in My Account and change the data you want and save the changes.

I forgot my password, what can I do?

If you are registered with us but you forgot your password, click on Forgot your password? Fill in the field with your email address and we will send you a message with a new password.

How can I receive the newsletter?

To receive the Newsletter, you can enter your email in the box indicated at the top of the web. You can also register as a user of Veneno en la Piel and activate the "Newsletter" box. You can also be informed of our news and promotions through our Social Networks

How can I unsubscribe from the newsletter?

If you do not wish to receive our newsletter, you can unsubscribe by clicking a link in the newsletter itself. You will find this link in the footer of the Newsletter. If not, you can always tell us by writing to shoponline@venenoenlapiel.com

Is my data safe?

The information that you provide us will be used only to process orders, prepare statistics or other functions of the website, as well as to provide you with the services that we offer you through it. We do not sell, trade or transfer your personal information to third parties without previously informing you and in accordance with current legislation on data protection. For more information, see our Privacy Policy.

How can I unsubscribe from my account?

You can access, cancel or rectify your personal data at any time as well as the use we make of them. If you wish to exercise any of these rights, please let us know by sending an email to shoponline@venenoenlapiel.com

What can I do if my question is not included in this list?

Don't worry, get in touch with our Customer Service and we will answer any questions you may have.

Write us in the chat, an email to shoponline@venenoenlapiel.com or call us at 93 465 48 64 from Monday to Friday from 9 a.m. to 3 p.m.