Refund policy

Returns and Refunds

Return window
You may request a return within 14 days of receiving your order. To be eligible, items must be unworn, unused and in the same condition you received them, with tags attached and in their original packaging. We may reduce your refund if an item shows signs of use, damage or excessive handling.

Return shipping
Customers are responsible for the cost of return shipping. Shipping fees from your original order are non-refundable, except where required by law. We recommend using a trackable shipping service, as we can’t be responsible for returns lost in transit.

How to start a return
To start a return, email us at hello@vonteestore.com with your order number and the item(s) you’d like to return. If your return is approved, we’ll send you instructions on how and where to send your package. Please don’t send items back without contacting us first. Returns sent without approval, or to an address other than the one we provide, will not be accepted.

Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If an item is damaged, defective or incorrect, contact us within 48 hours of delivery with your order number and clear photos of the item and packaging. We may also ask for a video. Once we confirm the item is damaged or incorrect, we’ll issue a refund. Claims made after 48 hours, or without supporting photos, may not be accepted.

Cancellations
You can request to cancel your order or remove items from it until your order has shipped. Once an order has shipped, it can’t be cancelled, but you may be able to return it under this policy.

Exchanges
We don’t offer direct exchanges. If you’d like a different item, colour or size, please return your original item for a refund and place a new order.

Non-returnable items
Some items may not be eligible for return. This will be stated on the product page. Contact us if you’re unsure whether an item can be returned.

Refunds
Once we receive and inspect your return, we’ll email you to let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or payment provider may need extra time to process it. If you haven’t received your refund after this time, please contact us.

European Union and United Kingdom customers
If you’re a consumer in the EU or UK, you may have the right to cancel your order within 14 days of receiving your goods, for any reason, unless an exemption applies. You must return the goods within 14 days of notifying us. Return shipping costs are your responsibility. Eligible refunds will include the product price and standard delivery costs, but not any extra paid for express shipping. We may hold your refund until we receive the goods or proof that you’ve sent them back.

Your rights
This policy doesn’t limit any rights you have under applicable consumer protection laws, including rights for goods that are defective, not as described or not delivered.

Contact us
For returns, cancellations, damaged items or any other questions, email us at hello@vonteestore.com.