Delivery & FAQ

Do prices include VAT and postage?
All prices listed in our store include VAT. For greater transparency, postage is added separately at the end, in line with the total weight of the order and the destination.

How much does shipping cost?
The shipping cost depends on the total weight and destination of your order. Our shipping rates, VAT included, are as follows:

(1) Excludes Balearic Islands, Ceuta, Melilla and Canary Islands
(2) Portugal: exluding Madeira and Açores (contact us)
(3) United Kingdom: excluding Guernsey and Jersey
(4) Switzerland and Norway: any applicable customs taxes will be paid by the client

A good way of minimising shipping costs is to purchase several items in a single order, even by sharing the order with some friends.The maximum weight allowed per order is 50 kg. For heavier orders please contact us. We are unable to dispatch products to PO box addresses.

What is the delivery time?
Under normal circumstances, the delivery time will be 48h for Spain and 72h for all other destinations (working days).

Do you accept international orders?
At this time, we only accept international orders from countries within the European Union, Switzerland and Norway. For other countries, please email info@vilagourmet.com to place a pre-order. Please include your full shipping address and personal details. We will email you a quote for shipping and handling charges prior to processing your order and will wait for your approval.

Is the number of alchoholic drink bottles that I can buy limited?
Only for deliveries outside Spain. In this case, the law establishes that alcoholic drinks can be imported as long as they are for personal consumption. vilagourmet limits this to a maximum of 10 bottles per order. There is no limit for deliveries to Spain.

How are the products delivered?
To guarantee a satisfactory experience from start to finish, we only work with reputable transport companies (TIPSA for Spain/Portugal and TNT for other countries in the EU).
All consignments are suitably protected in cardboard boxes to guarantee that the products reach you in perfect condition.

What about product availability?
In theory, all of the products listed on our website are available, unless they are marked as ´not available´ on the product file. Bear in mind that many of our products are hand-produced using traditional methods and as such, many of them have limited production. If the stocks of a product have run out at the time you place your order and we have been unable to update this information on the website, we will contact you immediately to suggest a similar product or to reimburse you with the relevant amount.

May I send my purchase as a gift?
Of course. All you have to do is select the option ´Gift-wrap my order´ at the final stage of the purchase, prior to making the payment. We will ask you to supply the name of the person to whom it is directed and the delivery address, if this differs from the invoicing address. You will also be able to write a personal message, which we will print on an elegant card and enclose in the package.

Can I choose a delivery time?
Unfortunately, no specific delivery times can be chosen. For this reason we recommend that you specify an address -e.g. work or neighbour- where there will be somenone available to receive the package.

What are the delivery times?
Deliveries are from Monday till Friday, from 8h till 19h.

What happens if I am not there when my order is delivered?
In case the driver tries to deliver your order and there is no one present to receive the package, the driver will leave a note indicating the failed delivery attempt. Please contact the courier agency as soon as possible (especially if your order contains perishable products) through the contact number that you will find on the note, so as to arrange a new delivery. In case you have a problem, we will be glad to help at info@vilagourmet.com.

What happens if a product arrives damaged?
If a product arrives damaged as a result of transport, we will send you a new product or will reimburse you with the relevant amount on your credit card. vilagourmet will be responsible for meeting all extra transport costs that may arise, provided that the product has not been used, disturbed or handled in any way.
Please contact us by email at info@vilagourmet.com within a maximum period of seven working days following receipt of the order, clearly indicating the problem or the reason for the requested refund, and attaching a picture of the damaged product. Please note that in order to process any exchange or refund it is essential for you to contact us beforehand. We will be unable to agree any exchange or refund where no prior notification has been received.

NOTE: It is important that you check the condition of your purchase at the time of delivery. If you notice any damage apparently caused by transport, you must indicate this on the delivery note when signing it.

What happens if the content of the order is wrong?
If one or more products received do not correspond with your order, we will send you the correct products or we will reimburse you with the relevant amount on your credit card.
Please contact us by email at info@vilagourmet.com within a maximum period of seven working days following receipt of the order, clearly indicating the problem or the reason for the requested refund. Please note that in order to process any exchange or refund it is essential for you to contact us beforehand. We will be unable to agree any exchange or refund where no prior notification has been received.

May I return a product if I am not satisfied?
Yes, if you are not satisfied for any reason other than those listed above you may return a product. In such a case, once the goods have been received in their original packing and in perfect condition, we will proceed to refund the relevant amount on your credit card. Nevertheless, bear in mind that you will be responsible for the transport costs involved in returning your order.
Please contact us by email at info@vilagourmet.com within a maximum period of seven working days following receipt of the order, clearly indicating the problem or the reason for the requested refund. Please note that in order to process any exchange or refund it is essential for you to contact us beforehand. We will be unable to agree any exchange or refund where no prior notification has been received.

What happens if I am not satisfied for any other reason?
If for any other reason you are not satisfied with your purchase, you can contact us by email at info@vilagourmet.com within a maximum period of seven working days following receipt of the order, clearly indicating the problem or the reason for the requested refund. We will contact you as soon as possible to find a satisfactory solution and inform you of the steps to follow.

Can I can cancel my order?
Yes. If your order has not yet been dispatched, we will refund its total amount.
If it has already been dispatched, you will have to return your order to us. In such a case, once the goods have been received in their original packing and in perfect condition, we will proceed to refund the relevant amount on your credit card. Nevertheless, bear in mind that you will be responsible for the transport costs involved in returning your order. The maximum cancellation period is 7 working days following receipt of the order.
In any case, please contact us at info@vilagourmet.com.

Is it safe to pay by credit card?
vilagourmet guarantees you total security and confidentiality when you shop at our store. In a similar way than when you operate a cash dispenser, when you shop at vilagourmet, all your credit card details are encrypted using the security protocol SSL and transmitted directly to the appropriate credit card company, which accepts or rejects the payment. This way, all information transmitted through the net enjoys total security and vilagourmet does not, at any moment, access nor store your details.

How are my personal details treated?
vilagourmet respects your right to privacy: we will only use your personal details to give you a better service. Under no circumstances we will sell or share them with third parties. At any moment you can access, edit or delete them.

Where are your offices and warehouse located?
vilagourmet´s offices and warehouse are located at:

vilagourmet
Passeig Pedraforca s/n
08520 Les Franqueses del Vallès (Barcelona) Spain

How can I contact you?
The best way is by email. This system allows us to be more speedy, flexible, and economic in the management of communication with our customers. For order queries, feedback, suggestions or any other information you can write to us at info@vilagourmet.com. You may also reach us by telephone on +34 93 840 92 84.