Refund policy

No returns or exchanges will be processed after the end of September 2025

Returns

For online sales, we have a 7-day return policy.  Your item doesn't have to be damaged or faulty; your just not liking it is enough. To make a return, please be sure that your item is in the same condition as when you received it, that it's unused and in saleable condition, and that it has its tags and original packaging. Please also provide proof of purchase if you didn't buy it on-line at vaela.cc.

To start a return, please contact us at customerservices@vaela.cc and we'll send instructions on how and where to send your package.

Returns are free for UK customers only. For International returns, the customer is responsible for the cost of postage. We strongly recommend using a tracked service for any returns. Any customs charges paid by Vaela will be deducted from the value of your refund.  However, these should be avoidable from most countries if the return is clearly marked as a 'Customer Return'. 

Please contact us at customerservices@vaela.cc to discuss any aspect of our returns policy or to talk about your order. 

Refunds
We will let you as soon as we’ve received and inspected your return to tell you if the refund has been approved. If approved, you’ll be refunded though your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Exchanges
We will fulfil exchange requests immediately if we have the desired size or colour available in stock.  When the desired exchange cannot be made immediately, we will let you know if and when the desired product will next be in stock. We'll also offer you the opportunity to take a refund instead if the wait is not acceptable. As for Returns, the customer is responsible for the cost of postage for an exchange for all countries outside the UK (free within the UK).  

Damaged, faulty or incorrect items 
Although we all try very hard to avoid sending you damaged, faulty or incorrect goods, it will sometimes happen.  Do please inspect your order when you receive it and contact us immediately if anything is defective or damaged, or if you receive any incorrect items.  We will then put it right at our soonest possible opportunity. All items should be returned within 30 days from receipt. Vaela is responsible for the return postage and customs of any damaged, faulty or incorrect items.