Returns & Refunds Policy

At Vestielle, we want you to feel confident shopping with us. If your order is not quite right, you can request a return through our online returns portal, powered by ParcelWILL Returns.

This policy explains when returns are accepted, how to start a return, who pays for return shipping, and when refunds are issued.

1. Return window

You have 14 days from the day you receive your order to request a return.

After your return request has been submitted and approved, you then have 14 days to send the item back using the return instructions provided through our returns portal.

To be eligible for a return, your item must be in the same condition in which you received it. This means it must be:

• Unworn

• Unused

• Unwashed

• Undamaged

• Free from stains, marks, perfume, deodorant, makeup, or signs of wear

• Returned with original tags and packaging where applicable

This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

2. How to start a return

All return requests must be submitted through our online returns portal:

Vestielle Returns Portal: Vestielle

To start a return, you will need to enter the required order details, such as your order number and the email address used at checkout.

Once your request is submitted, you will receive return instructions through the portal and/or by email. Please follow the instructions carefully.

Please do not send items back without submitting a return request first. Returns sent without approval may be delayed, refused, or unable to be matched to your order.

3. Return approval

Submitting a return request does not automatically mean the return has been approved.

We may review the request before approval, especially where the item is marked as faulty, damaged, incorrect, or outside the standard return window.

If your return is approved, you will receive instructions through the returns portal. These may include the return address, shipping method, return label, QR code, or ship-on-your-own instructions, depending on the available return options.

4. Return shipping costs

For change-of-mind returns, including returns due to size, fit, style preference, or ordering the wrong item, the customer is responsible for the return shipping cost.

We do not charge a restocking fee.

If your item is faulty, damaged, incorrect, or not as described, we will provide a suitable resolution. This may include a refund, replacement, exchange, or return instructions at no additional cost to you, depending on the issue.

If you are asked to return an item yourself, we recommend using a tracked shipping service. Vestielle is not responsible for returns that are lost in transit unless the return method was provided directly by us.

5. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 14 days of us receiving the returned item or receiving proof that you have sent it back.

Refunds include the item price and the standard delivery cost where required by law. If you chose a more expensive delivery option, only the standard delivery cost will be refunded.

Please note that your bank, card provider, or payment provider may take additional time to process and display the refund in your account.

6. Exchanges

Where available, exchanges may be requested through the Vestielle returns portal.

Exchanges are subject to product availability. If the requested exchange item or size is not available, we may offer a refund instead.

If you need a different size or style and an exchange is not available through the portal, the fastest option may be to return the original item and place a new order.

7. Faulty, damaged, or incorrect items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, incorrect, or not as described, please submit a request through the Vestielle returns portal as soon as possible.

You may be asked to provide photos or details of the issue so we can review the request quickly.

If the issue is confirmed, we will offer an appropriate resolution, such as a replacement, exchange, refund, or return at no additional cost to you.

This does not affect your statutory rights.

8. Items that cannot be returned

We cannot accept returns for:

• Items that have been worn, washed, used, altered, or damaged after delivery

• Items with stains, marks, perfume, deodorant, makeup, or signs of wear

• Items returned without original tags or packaging where applicable

• Items returned outside the return window, unless faulty

• Gift cards, if applicable

• Personalised or custom-made items, if applicable

This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

9. Order cancellations

If you wish to cancel an order before it has been processed or dispatched, please contact us as soon as possible at:

Email: support@vestielle.com

If your order has not yet been processed or dispatched, we will do our best to cancel it.

If your order has already been processed or dispatched, you may still request a return after receiving it, in line with this policy.

10. Return address

Return instructions and the correct return address will be provided through the Vestielle returns portal after your return request is approved.

Please do not send returns to our business address unless the returns portal specifically instructs you to do so.

Business address:
Vestielle
Strada Breaza, 031475 București B, Romania

11. Contact us

If you need help with a return or refund, please contact us:

Vestielle Customer Care
Email: support@vestielle.com
Returns Portal: Vestielle
Business address: Strada Breaza, 031475 București B, Romania