Returns & Exchange
RETURNS + EXCHANGES
Change of mind
We are happy for you to return full price and sale items from our online store. If you wish to return your item and receive a full refund, you must get in touch by email and have the return agreed with us within 7 days of having received the item.
You can then make arrangements to have the item posted/couriered back to us. You will need to cover the costs of return postage. For your records, we advise you to obtain proof of delivery using a trackable service.
All items should be returned in the original packaging where possible, or equivalent, and must be in fully resalable condition. If the item has not been returned in fully resalable condition, we reserve the right to refuse a refund.
All refunds are issued in part or in full at the discretion of the VAAI team.
We normally refund an item within 7-10 days of receipt.
Change of mind
We are happy for you to return full price and sale items from our online store. If you wish to return your item and receive a full refund, you must get in touch by email and have the return agreed with us within 7 days of having received the item.
You can then make arrangements to have the item posted/couriered back to us. You will need to cover the costs of return postage. For your records, we advise you to obtain proof of delivery using a trackable service.
All items should be returned in the original packaging where possible, or equivalent, and must be in fully resalable condition. If the item has not been returned in fully resalable condition, we reserve the right to refuse a refund.
All refunds are issued in part or in full at the discretion of the VAAI team.
We normally refund an item within 7-10 days of receipt.
Please contact us at info@vaailondon.com to discuss the return – for UK orders, we can arrange collection for you and deduct a charge of £15.00 from your subsequent refund.
International Returns
While we offer global delivery, we are unable to coordinate item returns from outside of the UK. It is the customer’s responsibility to organise international returns including payment for any delivery charges and duty incurred. Duty charges incurred on our part will be deducted from any refund due.
Please email us prior to sending an international return to clarify the process in the specific circumstances.
Faulty or Damaged Items
We make every effort to produce products of the highest quality and deliver them to you in perfect condition. We check purchases thoroughly for any faults before sending them out to our valued customers.
If your item does prove to be faulty or damaged, or you feel it does not match the specifications laid out on our website, you have 7 days to contact us at info@vaailondon.com with your order number and the details of the fault or damage.
All items returned as faulty will be inspected on receipt. Any items deemed to be subject to fair wear and tear only will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
The team will discuss options with you which might include:
- a return and refund;
- an exchange.
In a case where we cannot offer you a replacement of a faulty item, we will offer a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to debit/credit cards normally clear in 5-7 days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.
Please contact us at info@vaailondon.com to discuss the most convenient way of returning the faulty item to us at our cost.
Bespoke & Made To Measure Items
Please be aware that we cannot include bespoke and made to measure items in our standard returns and order cancellation policies as these items are made to your individual specification. We do our utmost to make sure you are 100% satisfied with your order before your product is made or adapted for you, but regret we are unable to offer refunds or accept cancellations 48 hours after the order has been placed or deposit paid.
Please refer to our returns policy if the bespoke or made to measure item is faulty or damaged upon arrival, and direct any enquires to info@vaailondon.com with your order number and details.
International Returns
While we offer global delivery, we are unable to coordinate item returns from outside of the UK. It is the customer’s responsibility to organise international returns including payment for any delivery charges and duty incurred. Duty charges incurred on our part will be deducted from any refund due.
Please email us prior to sending an international return to clarify the process in the specific circumstances.
Faulty or Damaged Items
We make every effort to produce products of the highest quality and deliver them to you in perfect condition. We check purchases thoroughly for any faults before sending them out to our valued customers.
If your item does prove to be faulty or damaged, or you feel it does not match the specifications laid out on our website, you have 7 days to contact us at info@vaailondon.com with your order number and the details of the fault or damage.
All items returned as faulty will be inspected on receipt. Any items deemed to be subject to fair wear and tear only will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
The team will discuss options with you which might include:
- a return and refund;
- an exchange.
In a case where we cannot offer you a replacement of a faulty item, we will offer a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to debit/credit cards normally clear in 5-7 days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.
Please contact us at info@vaailondon.com to discuss the most convenient way of returning the faulty item to us at our cost.
Bespoke & Made To Measure Items
Please be aware that we cannot include bespoke and made to measure items in our standard returns and order cancellation policies as these items are made to your individual specification. We do our utmost to make sure you are 100% satisfied with your order before your product is made or adapted for you, but regret we are unable to offer refunds or accept cancellations 48 hours after the order has been placed or deposit paid.
Please refer to our returns policy if the bespoke or made to measure item is faulty or damaged upon arrival, and direct any enquires to info@vaailondon.com with your order number and details.
SALE ITEMS - Must be returned within 7 days at the customers expense. Please get in touch immediately and we can help you with your returns at info@vaailondon.com
