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Frequently Asked Questions

  • How do I place an order?
    To order one of our exclusive pieces please fill the form to be contacted or send us an email to, or place an order directly on our website.
  • When will my order ship? When will it arrive?
    Your order will be shipped once the production is completed and you have made the full payment. The delivery time depends on the shipping options you choose and on your location.
  • What is the status of my order? How do I track my order?
    You can always check the status of your order by email with your sales representative and we also provide details about updates before shipping.
  • Is Packaging included in my order?
    Packging is included in the price. When the use of a wooden box is mandatory, the client must let his sales representative know when placing the order. Also, if the client requires specific packaging, it will be charged accordingly.
  • Where are all the fittings and accessories produced?
    Our supliers' warehouse and fabric is in Oporto, Portugal by a team of highly skilled craftsmen who works closely with a group of exceptionally artistic and well-rounded Portuguese product designers led by a Senior Designer.
  • Where can I find technical drawings/specification/fitting instructions for my product?
    For this information you can see it in the description of the piece you want (Product PDF) or you can send us an e-mail to
  • What are my payment options?
    To purchase from V Luxury you may use bank transfers, or card payment. Please notify our team ( ) if you made a bank transfer.
  • Is my package insured and do I need to sign for my order?
    This all depends on the carrier you choose to use. If you will be using one of our selected carriers, then we will arrange your items to be insured. Also, our selected carriers will contact you to schedule a delivery date and require a signature upon delivery.
  • What is the difference between “order date” and “ship date”?
    The order date will be the day we received your 50% deposit and placed the order with our production team. The ship date will be once your order is completed and we received the 50% remaining balance plus shipping costs.
  • Do you offer custom-made products as well?
    V Luxury can custom their pieces upon order. Always confirm with our Sales & Product Specialist about the prices for that, depending of the changes it could have up-charge.
  • How do I know that my order has been shipped?
    When your order is nearing completion, we will notify you so shipment can be arranged. Your Sales & Product Specialist will be able to assist throughout this process.
  • Can I change my shipping address after my order has been dispatched?
    No, once your order has been dispatched, we are unable to redirect your delivery to another address. If changes are made the client is responsible for contacting the shipping company and accept any additional charges. Changes to your order can only be made within the first 48 hours of purchase. Unfortunately, V Luxury cannot accept modifications once orders are placed. All goods are custom made to order specifications. The client will have to place a new order with no implications on the previous one.
  • What countries do you ship to?
    We ship worldwide.
  • What is your return policy?
    All goods are custom made to order specifications. There are no returns or exchanges. If there is an issue with your order and you report this within 48 hours we can work with you to repair or replace your piece, but we do not accept returns or exchanges. The refusal of damaged merchandise in no way relieves the purchaser of responsibility for payment of goods.
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