FAQ
The Drops
How does a drop work? Every week Via Vito selects one or several brands and opens a dedicated drop — available for 3 to 10 days on the site. Once the drop closes, it's gone. New brands every week.
Are the products authentic? Every brand on Via Vito is personally selected and verified by our team. All products are designed or crafted in Italy and ship directly from the brand's atelier.
Why only Italian brands? Italy is home to some of the world's most exceptional makers — artisans and designers who combine heritage craftsmanship with a distinct aesthetic. We built Via Vito to give this world the platform it deserves.
Orders
Can I modify my order? You have one hour after placing your order to request a delivery address change by contacting us via the direct messaging on the site. Please include your order number and the new address. Some logistical constraints may prevent the modification from being applied — we will however do everything we can to accommodate your request.
Please note that if you pay with Apple Pay, your delivery address may automatically default to the address linked to your Apple Pay account — please double-check it before confirming.
It is not possible to add or remove products from an order. All orders are final once confirmed.
Can I cancel my order? Orders cannot be cancelled once the one-hour modification window has passed. However, you have 14 days from delivery to return your items and receive a refund.
How do I use a promo code? Enter your code in the discount field at checkout before completing your order. Codes are case-sensitive and can only be used once. If your code isn't working, contact us via the direct messaging on the site and we'll sort it out.
Payment
What payment methods do you accept? We accept all major credit and debit cards — Visa, Mastercard, American Express — as well as PayPal and Apple Pay. All transactions are processed securely.
Will I be charged in euros? Yes, all prices are displayed and charged in euros. If your bank account is in another currency, your bank will apply its own conversion rate.
Delivery
Which countries do you ship to? We ship across Europe. Conditions may vary depending on the brand — available countries and any specific shipping restrictions are indicated on each drop page.
How long does delivery take? An estimated delivery time is provided by the shipping brand on each order. Our team monitors these estimates daily and will notify you as soon as possible in the event of any delay communicated by the brand.
How much does shipping cost? Shipping is free for orders over €80 to France, Italy, Belgium and the Netherlands. Below that threshold a flat rate applies — visible at checkout before you confirm your order.
Where is my order? Once your order is shipped you will receive an automatic email with your tracking number. If you haven't received tracking information within 5 business days, contact us via the direct messaging on the site.
My parcel shows as delivered but I haven't received it. Contact us via the direct messaging on the site with your order number. We'll investigate with the carrier and find a solution within 48 hours.
My parcel was returned to the sender. This can happen if delivery was attempted multiple times without success. Contact us via the direct messaging on the site and we'll arrange a re-delivery or refund.
Returns
How do I return an item? You have 14 days from the date of delivery to notify us of your wish to return an item. You then have an additional 14 days after this notification to drop off your parcel at a post office or collection point.
Returns are free if you choose a refund in Via Vito credits, valid for 12 months.
If you prefer a refund to your original payment method, a return fee will be deducted from the refunded amount. The exact fee is indicated on your return request.
How to return: Go to "My orders", select your order and click "Return an item". Select your reason and your preferred refund method — Via Vito credits or original payment method. Print your automatically generated return label and drop your parcel at a post office. Keep your proof of deposit.
Refund timelines — your refund will be triggered at the earliest of the following: Within 14 days of your return notification. Upon receipt of your parcel by the brand. As soon as you provide us with proof of shipment.
Items must be returned in appropriate packaging to ensure safe transport. While you may handle the item to check its nature or condition, it must not have been used beyond what is necessary to assess it.
How do I return an item from outside France, Italy, Belgium or the Netherlands? You have 14 days from delivery to notify us of your wish to return an item. Contact us via the direct messaging on the site, specifying the items you wish to return. Our team will send you a return label as soon as possible. Print it, pack your item in its original packaging and drop it at a post office. Keep your proof of deposit.
Returns are free if you choose a refund in Via Vito credits valid for 12 months. If you prefer a refund to your original payment method, a return fee will be deducted from the refunded amount.
Refund timelines — your refund will be triggered at the earliest of the following: Within 14 days of your return notification. Upon receipt of your parcel by the brand. As soon as you provide us with proof of shipment.
Can I exchange an item? We don't offer direct exchanges. If you'd like a different size or colour, return your item and place a new order — subject to stock availability during the drop period.
Can I return a sale item? Yes. Our standard 14-day return policy applies to all items, including those purchased at a drop price.
Refunds
How do refunds work? Your refund will be processed at the earliest of the following: within 14 days of your return notification, upon receipt of your parcel by the brand, or as soon as you provide proof of shipment. You'll receive a confirmation email when it's issued.
I haven't received my refund. If more than 14 days have passed since your return was accepted, contact us via the direct messaging on the site and we'll investigate immediately.
Referral
How does the referral programme work? Share your unique referral code with a friend. When they make their first purchase, you both receive a €10 credit on Via Vito. Credits can be used on any future order with no minimum spend.
My referral code isn't working. Contact us via the direct messaging on the site and we'll sort it out within 24 hours.
Account
How do I get an invoice? Your invoice is automatically sent by email after each order. If you haven't received it, check your spam folder or contact us via the direct messaging on the site.
How do I manage my newsletter preferences? You can unsubscribe at any time via the link at the bottom of any email we send. To resubscribe, log into your account or contact us directly.
How do I reset my password? Click "Forgot password" on the login page and follow the instructions. You'll receive a reset link by email within a few minutes.
How do I delete my account? Contact us via the direct messaging on the site and we'll process your request within 7 days in accordance with GDPR.
Still have a question? Contact us via the direct messaging on the site. We typically respond within 24 hours.