Frequently Asked Questions about Virtual Personal Shopping
Our Virtual Personal Shopping service allows you to enjoy an exclusive shopping experience tailored to you at a time and from a place that suits you. Book a virtual appointment and let our expert Personal Shoppers assist you in finding that perfect piece: from an investment handbag to an outfit for an upcoming occasion or a special gift for a loved one. After a brief consultation, one of our Personal Shoppers will organise a personalised virtual presentation – either by email, video call or WhatsApp – of pieces selected just for you, taking into account your tastes and preferences. Please note that this service is currently only available to Spanish residents. For residents of other countries, please check which of our Villages overseas are offering this service by visiting their respective web pages (see the full list of Villages here).
This service is currently provided free of charge. However, this may be subject to change, we therefore recommend checking the terms and conditions prior to booking an appointment.
We do our best to ensure that you can shop with as many of our brands as possible through our Virtual Shopping service. However, please note that it may not be possible to shop with some brands during your appointment. The full list of participating brands can be viewed here.
Although currently provided free of charge (see: 'Does the service have any cost?'), some conditions apply to the service, which must be accepted in order to use it. By making a payment, you agree to accept the terms and conditions sent to you by the Personal Shopper in the order confirmation email.
Of course! You can cancel or change an appointment at any time, free of charge. To do this, simply email PrivateClients@LaRocaVillage.com requesting your change or cancellation.
This service is provided by La Roca Village (Value Retail Management Spain, S.L.U). Your purchase is therefore not made directly with the brands, but with Value Retail Management Spain, S.L.U.
When purchasing the items selected, the Personal Shopper will send you a confirmation email with a summary of your order, the total amount to pay, and a link to access the payment platform. They will also attach the terms and conditions of the sale for you to view before making a purchase. By making a payment, you agree to accept the terms and conditions that the Personal Shopper has sent you.
Yes, shipping costs will apply to your purchases. In some cases, and at our discretion, shipping costs may be waived, for example, if certain commercial conditions are met or if there is a specific promotion in place. Should any of these exceptions apply, you will be informed of this prior to making payment. Full details of any shipping costs will be indicated on your itemised receipt.
The Personal Shopper will send you a link to the Village’s payment service provider’s platform (Saferpay), where you will be able to make your payment. The amount to be paid will be the same as that stated in the confirmation email sent to you by the Personal Shopper, including any expenses and shipping costs; With the exception of the cases of free delivery detailed in the question 'Do shipping costs apply?'.
Of course! You have the right to return an item or the entire order within 14 days of receipt, for any reason. You will be reimbursed the full purchase amount, including shipping costs. In order to return an item, please follow the instructions outlined in section 8 of the terms and conditions, which can also be found in the order confirmation sent to you by the Personal Shopper.
If the item sent to you is a different size than the one you ordered, or if you have received the wrong item, you can change an item at no additional cost. However, having purchased the item directly from La Roca Village and not from the brand, we cannot directly manage the exchange of one item for another, even if it is from the same brand. In this case, you must request a refund (as described in section 8 of the terms and conditions) and purchase the item again. Please note that, in line with Spanish regulations, the cut off point for requesting a refund is 14 days. If you have received the correct item but wish to return it, please refer to the questions ‘Can I return my purchase?’ and ‘'How can I return an item?’ for more information.
As your purchase has been made directly with La Roca Village, and not with the brand, you will not be able to exchange it (or return it) directly with the brand. We therefore ask you to contact us for a refund (as described in section 8 of the terms and conditions) and make a new purchase, if desired. Please note that, in line with Spanish regulations, the cut off point for requesting a refund is 14 days.
In accordance with Spanish regulations regarding guarantees, you can request the repair or replacement of a defective item at no cost to you. If a replacement item is not available, and an exchange is therefore not possible, you will be entitled to receive a repair. If, due to the nature of the product, it is not possible to repair it, you will be offered a full or partial refund, in accordance with the applicable regulations.
The Personal Shopper will be happy to organise a return via the Village's own delivery service, subject to your location. You can also arrange a return directly with a delivery provider of your choice, the cost of which will be assumed by you. When making a return, the product must be properly packaged and include the original packaging, including any accessories, where relevant. Please note that personalised items cannot be returned or exchanged, and are not subject to the right to withdrawal. This also applies to certain items for hygiene and safety reasons (such as underwear), products that have been used or are dirty, or which have had labels or any protective elements removed. You can also return a product directly in the Village, if possible and when it is open. To do so, simply contact the Personal Shopper to organise the return.