FAQ

You can order on vilac.com from your computer, smartphone, or tablet.

Yes. To place an order on our website, you must create a customer account. This allows you to track your orders and access your full order history.

Once your order has been confirmed, it cannot be modified. For any request, please contact our customer service team via the Contact page.
Orders cannot be cancelled once placed. However, you may return your order within 14 days (see How do I return my order?).

On vilac.com, you can pay with:

• Credit or debit card
• PayPal
• Vilac gift card (coming soon)

Please note: payment by check is not available on our website.

Yes. All information is encrypted, and your transactions are secure. Our online payment system is protected by Monetico Paiement.

As soon as you confirm your order, a confirmation email is sent to you. In some cases, it may arrive the next day.
Didn’t receive it? Please check your order status in your Customer Account on vilac.com and review your spam or junk mail folders.
If you haven’t received a confirmation within 48 hours, or if your order does not appear in your account, please contact our customer service team.

We no longer include invoices in parcels. You can download your invoices anytime from your Customer Account: simply select your order in the history and click the PDF button.

Refunds are processed within a maximum of 30 days. Refunds can be made:

• By credit card to the account used for payment, or

• As a store credit, valid for one year.

During checkout, an automatic check is carried out with our bank. If your payment is declined, please contact your bank directly.

On the product page, you will see the option “Notify me when available.” Enter your email address, and you’ll receive an alert when the item is back in stock.

On vilac.com, you can choose from:

• Home delivery (to your address or another address of your choice) via Colissimo
• Pickup point delivery via Colissimo
• Pickup point delivery via DPD
• Home delivery by appointment via DPD

• France: €5.90 with DPD / €7.90 with Colissimo. Free delivery for orders over €40.
• Other countries (Italy, Germany, Austria, Belgium, Spain, Portugal): €9.90 with DPD / €12.90 with Colissimo. Free delivery for orders over €60.

• Preparation time: 1–2 business days
• Shipping time: 3–5 business days in France with Colissimo or DPD
• A few extra days for international delivery

• Home delivery: We cannot guarantee an exact delivery date. Please check the tracking information in your Customer Account.
• Pickup point delivery: You will receive an SMS and/or email once your parcel arrives at the pickup location.

• You can track your order anytime in your Customer Account on vilac.com.

• You can also track it directly on the La Poste website using the tracking number received by email when your order was shipped.

• Home delivery: Your parcel will be delivered to your home or mailbox. If it is too large and you are absent, a delivery notice will be left, and you can collect your parcel from the post office.
• Pickup point delivery: You will receive an email or SMS when your order is available for collection.

Sometimes Colissimo may leave your parcel with a neighbor, building manager, or nearby contact. Please check with them first. If not, contact your local post office for assistance.

Yes, delivery is available to Italy, Germany, Austria, Belgium, Spain, and Portugal via vilac.com.
You can also find our products in selected partner stores worldwide. Please note that the full collection available on vilac.com may not be available in retail shops.

When placing your order, simply enter the recipient’s address as the delivery address and your own address as the billing address. No invoice will be included in the recipient’s parcel.

You will not find valid promotional codes for vilac.com by browsing the internet. To receive personalized offers, promo codes, and exclusive updates, subscribe to our newsletter.
You can also find discounted prices in the "Deals" section.

Our factory store is located at 2 rue René Dalloz, Moirans-en-Montagne (39260), opposite our workshop.
It usually opens in spring and during the Christmas season. More information is available on the Facebook page: vilacmagusine.

For any spare parts request, please contact our after-sales service via the Contact form.

We use non-toxic paints and lacquers, free of heavy metals.
They are tested according to European toy safety standards, especially EN71-3, which checks that no heavy metals migrate into the body. This standard covers risks related to prolonged skin contact as well as mouthing or sucking the toy.

Yes. Before being placed on the market, all our toys — whether made in our Jura workshop or abroad — are systematically inspected by our Quality Department and tested by certified independent laboratories (such as SGS, INTERTEK, EUROFINS, or Bureau Veritas).
All our toys comply with the European Toy Safety Standard NF-EN 71 and carry the CE mark, proving they have been tested and are safe for children.
Beyond these strict standards, we apply the principle of maximum precaution: for each new toy, we always ask whether any element could present a risk to children. At the slightest doubt, we choose another technical or aesthetic solution.

• Entreprise du Patrimoine Vivant (EPV): Vilac was one of the first companies to receive this official French label (created in 2005) awarded by the Ministry of Economy and Finance, recognizing exceptional artisanal and industrial know-how.
• Association of French Toy Creators & Manufacturers (ACFJF): Since 2014, Vilac has been part of this collective defending French toy design and manufacturing, ensuring the preservation of unique skills recognized worldwide.
• Haut-Jura Regional Nature Park Label: This label highlights products and services that respect the Jura mountains’ identity, landscapes, and traditions, while supporting sustainable development and environmental protection.

Yes. Vilac provides a 2-year legal conformity guarantee from the delivery date for products purchased on vilac.com.
If your product was purchased in a store or from another website, please contact that retailer directly.

Vilac does not offer product exchanges. If an item does not suit you, please return it for a refund.

• Only products returned intact and in their original packaging will be accepted.
• You have 14 days from receipt to return your product (right of withdrawal).
• Please include the delivery note received with your purchase inside the parcel.
• Returns must be sent to the following address:

VILAC
Route de la Grange au Gui
39260 MOIRANS-EN-MONTAGNE
France

• Drop off your parcel at the post office.
• Return shipping costs are entirely at your expense.
• Personalized products cannot be returned.
• Products must not be damaged and must include all original packaging, accessories, instructions, and documentation.

Please contact the store or website where you purchased the item to arrange a return or refund.

• If you paid by credit card, your refund will be credited directly to your bank account.
• If you paid via PayPal, the refund will be issued to your PayPal account.
• If you paid with a Vilac gift card, your customer account will be credited with the corresponding amount.

Although our products are carefully checked, it is possible that fragile items may arrive damaged. In this case, please contact our after-sales service via the contact form.
To help us quickly provide the right solution, please describe the issue in as much detail as possible.

You can reach our after-sales service through the Contact form.

Click on “Forgot password”. You will receive an email with a reset link allowing you to create a new password.
If you still have login issues, please contact us via the form “Technical problem on the site”.

You can update your details anytime in your Customer Account settings:

• Your addresses
• Your password
• Your newsletter subscription preferences