Delivery & Returns
What are the production preparation times for an order?
Production times for an order can vary from 3 to 4 weeks from the date of the order.
This delay is justified on the one hand by the quality of our bags. Indeed, these are made from the best materials and the most sophisticated manufacturing techniques to guarantee exceptional quality. It can take time to ensure that every stage of production is done perfectly to create a finished product that meets the highest quality standards.
On the other hand, we value the uniqueness of each of our pieces and it is for this reason that the manufacture of these can take longer than automated production methods.
What are the delivery times and costs?
As mentioned above, your order is prepared within 3-4 weeks in normal times. This period may be extended during periods of commercial operations.
Once the production deadlines have been finalized, delivery times vary between 3 to 8 working days after placing your order.
How do I track the delivery of my order?
Once your order has been taken care of by the carrier, You will receive an email including the tracking number of the package and the carrier's tracking link.
For any questions regarding the delivery of your package, we invite you to contact the carrier.
I will be absent during the delivery, what should I do?
In case of absence, the delivery person will leave your package in your mailbox or leave a delivery notice so that you can pick it up in the days that follow at your post office or pick-up point. Once the package has been deposited, you will be notified by e-mail or text message. It will be available for up to 10 days on site.
Is my order subject to customs fees?
To be completed
For all deliveries outside Portugal or France, customs charges may be applied by the carrier. These fees are random and specific to each territory.
You are responsible for paying all government taxes, administrative fees and customs duties charged by a carrier when you use the website or make a purchase.
In the event that the recipient refuses the package due to additional customs fees charged to the recipient upon receipt, Viral reserves the right to charge the amount of these customs duties initially due by the customer up to €25.
My package is lost, stolen, what should I do?
If you have not received your order, we invite you to contact us by indicating the reference of your order to email@example.com.
An investigation will be opened with the carrier in order to have more information on the location of your package.
In case of loss or theft of your package, we will find suitable solutions together. Please note that processing times are generally 15 days.
My package has been returned to the sender, what should I do?
If your parcel could not be delivered to you, it is returned to us. In this case, it will be automatically refunded to the bank account used for the purchase and returned to stock. If you want it to be sent back to you, we invite you to place an order again.