Frequently Asked Questions about Virtual Shopping
Selected Village boutiques will be offering this service. We’re working to expand this selection. View the list of participating boutiques here.
Delivery charges vary between each boutique. Please ask the boutique advisor during your consultation to find out whether any additional charges apply.
Virtual Shopping is a personalised virtual selling service from the Village boutiques. It goes much further than online shopping – it’s a new, bespoke and personal way to access your favourite brands. Contact the boutiques at a time and from a place that suits you via WhatsApp, email or phone call. To find out more, visit the brand page of the boutique you wish to shop on the Village website.
Each boutique offers different payment options, ranging from bank transfers and secure payment links to Bizum and PayPal. Contact the boutique directly to find out which payment methods it accepts.
The boutiques may offer shipping across Spain, Europe or to another destination. Contact the boutique you wish to shop for more information.
To find the contact details of your chosen brand, simply visit the brand page of the boutique you wish to shop on the Village website. Contact methods vary for each brand – from WhatsApp and email to phone calls – and will be listed on the relevant brand page.
The boutique advisor will present a variety of items to you during your consultation, tailored to suit you.
Each boutique has different guidelines for reserving items. To find out more about reservations, ask the boutique advisor during your virtual consultation.
In line with the latest government guidelines, La Roca Village and its boutiques have implemented a series of Shopping Protocols, designed to put your safety and well-being first. The protocols may vary slightly in each boutique.
During your consultation the boutique advisor will inform you if a minimum purchase applies.
Unfortunately not, Gift Cards can only be used in person in the Village boutiques. However, it is possible to purchase Gift Cards while the Village is closed.
You can view the brand’s products through its online catalogue, which can be provided to you via WhatsApp or in PDF format.
Each brand has its own catalogue which can be found on the brand’s page on our website. Depending on the boutique, you can view the catalogue on WhatsApp or in PDF format.
You can contact boutiques via WhatsApp but you cannot pay via WhatsApp.
Simply follow the below steps:
- Select the brand you’d like to shop with: visit the Virtual Shopping page to explore the brands, latest offers and new arrivals.
- Contact the boutique of your choice to enjoy a personalised virtual appointment.
- Enjoy your Virtual Shopping experience via phone or WhatsApp; the boutique team will be at your disposal to assist with your purchases.
- Receive your purchases via home delivery or collect them from the Village.
- Visit the Virtual Shopping page on the website.
- Scroll down to explore the list of participating brands, which will appear in alphabetical order.
Select a participating brand on the Virtual Shopping page to be taken to the brand page, where you can find all the necessary information, as well as access the brand’s online catalogue via WhatsApp or in PDF format.
Virtual Shopping is different to online shopping. It’s a new way of shopping that combines the personalised and exclusive service you would usually enjoy during a private appointment in the Village boutiques, with the convenience of shopping from home. You can enjoy the Village experience wherever you are.
Selected boutiques offer a Reserve & Collect service. This service allows you to collect your purchases in the Village. If you have made purchases with multiple brands, you can collect your order in the Village or have it delivered to your home. You are welcome to collect your purchases from the Village so long as no travel restrictions are in place.
Please check the boutique’s return policy during your consultation.
Contact the boutique directly and the team will explain their returns policy and process.
If you’d like to switch one of your purchases for a different size, please contact the boutique directly so the team can assist you.
If your purchases arrived damaged, please contact the boutique directly so the team can assist you.
Each boutique has its own returns policy. Please enquire with the boutique directly to find out more.
Each boutique has its own shipping methods. To find out more, contact the boutique you’d like to purchase from.
Once you’ve placed your order, the boutique will inform you of the status of your order.
Simply notify the boutique you purchased from directly so the team can assist you.
Each boutique operates with slightly different delivery procedures and timings. To find out more about delivery, please ask the boutique advisor during your consultation.
The delivery services offered by the boutiques varies. Enquire with the boutique during your appointment for more information. If you book a Virtual Personal Shopping appointment, the personal shopper will inform you of the different shipping methods available.
During your appointment with the boutique, the sales advisor can inform you of the brand’s delivery policy and let you know how you can track your purchase. If you book a Virtual Personal Shopping appointment, the personal shopper will inform you of the different shipping methods available and how you can track your purchase.
Las Rozas Village Membership
Yes, but please be sure to inform the boutique advisor of this during your consultation.
Members of Las Rozas Village Membership will continue to receive all current benefits. Before your payment is processed, please share your Privilege QR code to be scanned by the boutique advisor to ensure your purchases are recorded.
To enjoy all of your membership benefits, present a screenshot of your personal membership code, or send the 16-digit number located below the code, to the boutique advisor. You can find your membership code by logging into your account on our website or app.
Yes, you can shop with multiple brands by contacting the Virtual Shopping Concierge. You can contact the Concierge team via WhatsApp on (+34) 606 68 59 94 from Monday to Sunday.
The Virtual Shopping Concierge is here to provide any help you need during your Virtual Shopping experience. The team will be happy to assist you from Monday to Sunday via WhatsApp on (+34) 606 68 59 94.
Virtual Personal Shopping is led by an expert team who are on hand to provide style advice and shopping inspiration, whether you want to refresh your wardrobe for the new season or find the perfect gift for a loved one.
No, each boutique has its own operating hours, which can be found on the brand’s page on our website.
Yes, although the process varies depending on the nature of the offer. If the benefit is an eVIP Pass offering a saving, please see the following FAQ: 'If I have a VIP Pass, can I use it with Virtual Shopping?'. If the benefit is a subscription, please request a digital receipt or a photo of the physical receipt from the boutique. This should then be sent to Ctrip on the day of purchase to meet the benefit terms and conditions (which can found in the app).
To use your eVIP Pass, present a screenshot of your personal membership code, or send the 16-digit number located below the code, to the boutique advisor.
The payment forms accepted by the boutiques varies. Please enquire with the boutique to find out if they accept Alipay.
Yes, you can collect miles or points by sending your purchase receipts (digital or physical) to FrequentFlyerRewards@LaRocaVillage.com. Please note that each airline or loyalty programme has its own conditions that we recommend you consult before shopping, such as the maximum time period permitted for submitting purchase receipts. Explore our partners here.