Returns

 

1. Our returns policy

You get 14 calendar days to return any items you’re not quite sure about. This two week returns period starts from the day you receive your order. Find out how to return your item(s) using our returns process here.

 

2. Faulty goods

Please return your item(s) to us in a reasonable time after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our customer service page here , or sending us an email at vielacustomerservices@outlook.com and a member of our team will look into it.

 

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

 

3. Cancelling a contract under the consumer contracts regulations

If you’re a customer in the 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 – just send us an email at vielacustomerservices@outlook.com to find details on how to return your item(s).

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s). You`ll then receive a full refund as per the policy set out below.

 

For hygiene reasons, pierced jewellery is non-refundable.

 

Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.

 

4. How to return an item?

It’s as easy as 1, 2, 3! Just follow our hassle-free, 3-step process:

• Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.

• Cover your original address label with the Viela returns label found on the bottom right hand corner of your delivery note. Need a new one? Email us at vielacustomerservices@outlook.com and we will send you one over for you to print, and remember to add your order number – you’ll find this in the delivery note sent with your items.

• Return your package via the post office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.

 

We don’t offer free returns from the uk & roi right now (we’re working on it!), so it’s up to you to cover the return costs.

 

We’ll put a returns label in your parcel for your local returns centre. Please use a standard, trackable service – and remember to keep hold of your proof of postage.

 

6. How long will my refund take to be processed?

If you would like to return an item, we will refund you within 21 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty.

 

Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

 

In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from your post office or applicable returns service location as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

 

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

 

7. Can I have an exchange instead of a refund?

We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.