RETURN POLICY
WHAT IS YOUR RETURNS POLICY?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If you do not contact us within the 14 days return period, we cannot accept the return.

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If you do not contact us within the 14 days return period, we cannot accept the return.
• Items must be unworn and unwashed.
• Any items that show signs of wear, alteration, or damage will not be eligible for a refund.
• Items must have all tags attached.
• You’ll also need the receipt or proof of purchase.
• You must obtain proof of postage just in case your order is lost on its way back to VOUVELLA.

HOW DO I RETURN?
Start a return here and follow the simple steps below.

1. Repack your items.
2. Email us at support@vouvella.com with your order number. Your order number can be found on your order confirmation email.
3. If your return request has been accepted, you will be provided with the return address. Please note that once the return has been approved, you have 14 days to return an item(s) to us. Please note that you will be responsible for the costs of returning the parcel to our registered address.
4. Keep an eye on your return tracking. You'll get an email once we receive your returned item. You’ll receive your refund in up to 14 days!

If we do not receive your return within 14 days of the return being approved, your return request will be cancelled. If you have sent your return after this period, we reserve the right to refuse your return request and you may have to pay additional shipping charges for the items to be returned to you. You must obtain proof of postage.

Please note that customers who enjoyed free shipping on their orders, the shipping charge will be deducted from refund.

Full returns policy below:

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If you do not contact us within the 14 days return period, we cannot accept the return.
• Items must be unworn and unwashed.
• Any items that show signs of wear, alteration, or damage will not be eligible for a refund.
• Items must have all tags attached.
• You’ll also need the receipt or proof of purchase.
• You must obtain proof of postage just in case your order is lost on its way back to VOUVELLA.

RETURN SHIPPING
The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g. wrong item shipped, defective product). We recommend using a trackable shipping method to ensure that the returned item reaches us safely. We are not responsible for lost or undelivered return shipments.

We strive to provide excellent customer service and ensure your satisfaction. If you have any questions or concerns regarding our refund policy, please contact us at support@vouvella.com. Our registered address is 655a Watford Way, Flat 3 London NW7 3JR.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN AND REFUND?
We aim to process and refund your return as soon as possible, but on occasions it may take up to 28 days for your return to be processed and a further 7 days for the refund to reach your account. You’ll be automatically refunded on your original payment method.

Please check your account as the refund will show under VOUVELLA and may show on the date of your original purchase.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

HOW CAN I TRACK THE STATUS OF MY RETURN?
As soon as we have processed your refund, you will receive an email notification. Please note it can take up to 7 days for the payment to show in your account, depending on the card issuer.

CAN I EXCHANGE INSTEAD OF A REFUND?
Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the UK or EEA, you get 14 days to cancel your contract with us. This two-week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: support@vouvella.com

If you’re cancelling your contract with us but the order has been processed or you have already received your order, you’ll need to return the item(s) to us using the steps in the section above labelled HOW DO I RETURN AN ITEM? You`ll then receive a full refund as per the policy above.

CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?
Please keep your orders separate, as returning more than one order in a parcel may delay your refund.