Refund policy
Returns & Refund Policy – Vella Moda
1. Return Period & Conditions
1.1 Return Period
Customers have the right to request a return within 14 days of receiving their order. Return requests submitted after this period will not be accepted.
Once approved, customers have an additional 14 days to return the item.
1.2 Return Conditions
To be eligible for a return, the item must:
- Be unworn, unused, and in original condition
- Include all original tags and packaging
- Be accompanied by a valid proof of purchase
If an item or its packaging is damaged beyond what is necessary to inspect or try the product, a reduction in value may be applied.
Returns that do not meet these conditions may not be eligible for a full refund.
Please handle items with care and ensure they are properly packaged when returning.
2. Costs & Return Procedure
2.1 Return Costs
Returns due to defects, damage, or incorrect items are free of charge.
For all other returns, shipping costs are the responsibility of the customer.
We recommend considering these costs before initiating a return. For further assistance, feel free to contact us.
2.2 Return Request & Approval
All return requests must be submitted via support@vella-moda.com.
Once your request is approved, you will receive the return address and detailed shipping instructions.
Please contact our support team before returning an item so we can provide the correct return instructions.
2.3 Processing Time
Refunds are processed within 14 days after the returned item has been received.
Once your return has been received and inspected, you will be notified within 3 working days.
3. Damaged or Incorrect Orders
3.1 Reporting Issues
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, contact us immediately at support@vella-moda.com including:
- Your order number
- Clear photos of the issue
Each case will be reviewed individually, and we will provide an appropriate solution.
4. Exchanges
4.1 Exchange Policy
Customers may request an exchange within 14 days of receiving their order.
4.2 Costs & Shipping
- The replacement item will be shipped free of charge
- Return shipping costs remain the responsibility of the customer
- The new item will be shipped to the original delivery address
Important: No restocking fees will be charged.
5. Refunds
5.1 Refund Process
Once your return has been received and inspected, you will be notified regarding the approval.
Refunds are processed within 14 days after the returned item has been received
5.2 Payment Timeline
If approved, the refund will be issued within 7 working days via the original payment method.
Please note: Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
If you have not received your refund within 14 working days, please contact us at support@vella-moda.com.
6. Contact
For any questions regarding returns, exchanges, or refunds, please contact us at:
Legal business name: HVH
Store name: Vella Moda
KVK Number: 73963011
VAT Number: NL002420513B07
Email: support@vella-moda.com
Phone: +31 649746600
Address: Bandeliersberg 118, 4707SE Roosendaal, The Netherlands