Receipt of orders

Placement of shipment order on the territory of Russia, Belarus, and Kazakhstan

After choosing the products, go to the Cart and press the Checkout button.
Select the required country, specify the locality, and click on “Show shipping options”. If shipping to your locality is possible, the company’s representative should contact us through the contact form in the Personal Account, or by sending an e-mail to our address (info@vilavi.com) with details of exact shipping address. A specialist will call you back to specify all the details and find out the optimal shipping method.

There are several options of shipping to a selected locality:

1. Shipping to a pick-up point (PUP)
2. Shipping by a delivery service (to the door)
3. Shipping by the EMS of Russian Post (to the door)
4. Shipping by Russian Post to a post office
5. Shipping by Russian Post (to the door)
6. Customer pick-up on the basis of a partner’s warehouse (Russia: Yakutsk)
7. Customer pick-up on the basis of a franchise warehouse

The order for amount over 10,000.01 RUB is delivered free of charge provided that your order meets a transportation company’s requirements for weight and volume of parcels delivered free of charge.

The delivery of the order for amount less than 10,000.01 RUB is paid in accordance with rates specified when placing the order.

Shipping to the localities where there are no any PUPs can be carried out by a delivery service only.

SHIPPING TERM is calculated individually for each locality depending on remoteness of your locality.

During checkout in the Personal Account of VILAVI, an expected shipping date will be specified, which already includes date of order payment, its packaging, transferring to a shipping company, holidays and weekends.

 

IMPORTANT INFORMATION

• Orders placed on working days are transferred to a shipping company the following day.
• Orders placed on a Saturday after 11 AM Novosibirsk time will be processed and shipped on Monday;
• It is also necessary to provide correct information about the receiver and phone number. Otherwise, the company is not responsible for insufficient informing of the receiver on the order status;
• In case the order is placed with the receipt at a PUP, and the products will be picked up by another person, such change of the receiver should be reported to the company. In order to do it, send an e-mail to info@vilavi.com with an order number, full name, and contact phone number of a new receiver. Such information should be provided beforehand, preferably several working days before the planned date of order receipt
• Order will be delivered directly to the customer or to the parties specified in the order form (such party is specified at the moment of order placement on the website or in the Personal Account of a representative). In order to receive an order, it is required to specify waybill number and present a passport or other identity document. If the order receiver is a legal entity, order receipt requires presenting a power of attorney from the paying entity executed in a proper way;
• A representative or customer placing an order are responsible for the accuracy of the details provided during placing of a shipment order (addresses, receiver’s full name, mobile phone number);
• When the order arrives to a PUP, you will receive a text notification. The notification will be sent on a social network platform (where your phone is verified officially), in VIBER, or via SMS.

 

Simplified package receipt

DPD sends an additional PIN code via SMS, which makes it possible to receive the order without presenting documents. This PIN code can be transferred to third parties, and the package can be received by any person.

Russian Post provides a Fast Package Receipt service, it is necessary to tell a Russian Post worker the package number and phone number. A text message with code that should be told to the worker will be sent to the registered phone number, and the package will be delivered.

This service can be ordered as follows:

            - Fill in a form on Russian Post website or in any office, where you need to specify a full name, passport details, and a phone number.

 

How to track the order?

After placing an order and paying for it in the Personal Account in My Orders section, your order will have a waybill number appeared in it.

You can track your order movement by online services of delivery companies. Just enter your waybill number on one of the website  www.dpd.ru, www.pochta.ru, or www.dhl.ru.

You can also install apps of these companies on your smartphone, upon order placing, a package number will be added automatically to the app, which will notify you on all movements of your order.

You can find a waybill number in Shop/My Orders section.

Moreover, delivery services inform their clients about arrival of their orders to the destination locality by sending an SMS, a VIBER message, or a message in Vkontakte social network.