Returns and Refunds
Our Return Policy
To start the return process, you can let us know which product you would like to return by sending an e-mail to email@example.com. If your return request is accepted, please expect an e-mail from us with return instructions and address. Shipping costs for the return of international deliveries will be borne by the Customer.
We will inform you if your refund request has been approved after we receive and inspect the products. If the refund request is approved, you will be automatically refunded by following the payment method you used when placed your order. Please note that it may take some time for your bank to process the refund and Viola&Vesper cannot interfere in this process in any way.
You can always reach us at firstname.lastname@example.org for your questions about our return policy and exchange process.
To approve a return request, following conditions must be met:
The product you wish to return must be unused and unwashed. The product should be delivered to the address that Viola&Vesper informs you by an e-mail, with the original packaging intact.
It is not possible to approve return requests for products whose original packaging is damaged. If a product damaged by the Customer is requested to be returned to Viola&Vesper, the product in question will be sent back to the Customer and the Customer will bear the extra shipping charges arising from this transaction.
All accessories sent with the product must be sent back to Viola&Vesper undamaged and in full. Otherwise, such return requests will not be accepted.
Textile products that have been worn, washed or treated can not be returned. If shoes are to be returned, it should be ensured that they are not worn outside and that they are returned with their original packaging. Return requests will not be accepted if these conditions are not met.
If the product is not suitable for return by nature, or if it becomes impossible to resell, such products cannot be accepted for return.
Products produced for special days, weeks and events including but not limited to the Christmas, New Year’s Eve, Valentine's Day, Father's/Mother's Day cannot be returned. It is not possible to return products subject to special import/export procedures as well.
Return requests for underwear, socks, swimming/beach clothing and swimsuits will not be accepted for hygienic reasons.
Special items such as custom-made (special orders or personalized items), limited-edition or made-to-order items cannot be returned.
In addition, we unfortunately cannot accept return requests for discounted/promotional products and orders placed using a gift card.
After your product exchange request reaches us together with the product, the product and your request will be examined, and the new product will be delivered to the carrier within 5 working days, if your request is deemed appropriate and our stock allows the requested supply.
Product exchanges can only be made with different colors or sizes of the same model product. It is not possible to exchange the product with another identical product.
Damaged / Wrong Products
Please check the products in front of the carrier’s representative before you accept the order. Do not take delivery of defective, wrong or damaged products. In such an event inform the cargo company officer about the situation and ensure that written records are issued evidencing the situation. If this is the case, please contact us without delay at email@example.com so that we can start to work on to resolve the issue.