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Returns & Refund Policy
At VIELLE, we want you to feel confident shopping with us. Please read our returns and refund policy carefully to understand your rights and our process.
Order Cancellation
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Orders can be cancelled before dispatch or production.
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If your order is cancelled in time, you will receive a full refund.
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Once an order has been shipped, it can no longer be cancelled.
Returns
You have the right to request a return within 14 days of receiving your order, in line with UK consumer law.
To be eligible for a return:
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The item must be unused, in its original condition and in the original packaging.
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Proof of purchase (such as your order confirmation) is required.
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Please contact our customer service team before sending anything back, so we can provide the correct return address.
Exceptions:
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Personalised or custom-made items are not eligible for return.
Who pays for the return shipping?
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If the return is due to change of mind or personal preference, the customer is responsible for return shipping costs.
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If the return is due to a faulty, damaged or incorrect product, we will cover the cost of return shipping.
Refunds
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Once we have received and inspected your return, we will notify you of the approval or rejection of your refund.
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If approved, a refund will be issued to your original payment method.
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Please allow up to 10 business days for the refund to appear, depending on your payment provider.
Alternative Solutions
In certain cases (for example, if the return shipping cost is higher than the product value), we may offer a refund without requiring the item to be returned. This will be handled on a case-by-case basis.
How to start a return
To initiate a return, please contact our customer support team at [seu email ou telefone ] within 14 days of receiving your order.