FAQs

  • How can I change my password?

    After logging into the site to change your password, you can create a new password using the "My User Information" tab in the "My Account" section. Then press “My Password”.

  • Can I change my e-mail address?

    For your security, we cannot change your email address. However, we share all the information we provide via e-mail instantly from our application. You can easily follow all the information we have installed and sent to you.

  • Will you put products marked "sold out" in the stock again?

    If a product is finished, you can request that we notify you when it comes back to stock. If the product in question is available for resale within 15 days, we will notify you via email. If the product is out of stock, we will remove it from the website.

  • Will the product to be sent to me be the same of the product in the photo?

    Yes, but there may be a slight difference in the end of craft products.

  • What should I do if the wrong product is shipped?

    If you receive an item that you did not order as a result of an error, please contact our Customer Service department.

  • How can I be sure that my purchasing procedure is properly?

    A confirmation email will be sent to you after creating your order. If this email is not sent to you, contact our Customer Service department.

  • What should I do if the product is defective?

    Only excellent products are sold on the Vicuna Mode site. However, if you experience an exceptional situation such as sending a defective item to you, you can contact our Customer Service department.

  • Is the privacy of my personal information protected?

    All information you share with us remains private and confidential within Grupo Inditex. This information is used to set up, implement and realize your purchase and to provide you with information about the products. You can learn all the details here: Privacy Policy. 

  • Why my credit card has been declined?

    The reason for your credit card decline may be one of the following:
    - The card may have expired: check that your card has expired.
    - Your card may have reached its limit: contact your bank to find out if your credit card has reached its purchase limit.
    - You may have entered incorrect information: check that you have filled all the required fields correctly.
     

  • Is it safe to use the credit card on the website?

    Yes, the information is transmitted securely via SSL encryption. Only Secure Electronic Commerce (SEC) transactions are accepted for payments using Visa and Mastercard. After verifying that the card is secure under the SEC system, the system communicates with the card's 'chief bank' so that the purchaser can authorize the transaction. After the bank verifies the information, the card is collected. Otherwise, the order will be canceled.

  • Where can I get my order?

    You can pick up your order at the address you specified (it may be a home or work address, but it certainly cannot be a mailbox).

    Is the delivery country different from the country of the product?
    No, the country of delivery must always be the same country where the product was purchased.
     

  • How long does my order reach?

    Standard home: between 2-6 business days depending of the country .

  • Can I follow the status of my order?

    Yes, you can see the status of your order by going to the orders section of the MY ACCOUNT section.

  • How does the home delivery process work?

    If you choose home delivery, we will send you a confirmation email and another email with an order tracking number and a link to the courier's website when your order leaves the warehouse. Finally, the courier informs you by sending an SMS or an e-mail about when your order will be delivered.

  • What happens if I am not at home?

    If you are not at home when they arrive to deliver your order, the courier will leave you with a reminder with contact information.
    You can also call the courier directly and give him the order tracking number to set a delivery date.