FREE DELIVERY
Refund policy
We want you to be satisfied with your purchase. If you are not, you have 30 days from delivery to exchange it or return it, as set out below. Start every exchange or return by email so that we can arrange the collection or the label for you.
The VAËL Fit Promise: free size exchange, both ways
If the size is wrong, we exchange it, both ways, at no cost. Request a size exchange within 30 days of delivery by emailing returns@vaelparis.com with your order number, the item and the size you need. We arrange collection of the original item or send you a prepaid return label, and we dispatch the replacement size at our cost. Neither leg is charged to you.
Exchanged items must be unworn, unwashed and in their original condition, with tags and packaging where reasonably possible. One free size exchange is available per item; if the replacement size is unavailable, we refund you instead. Size exchanges are for the same item in a different size; a different item or colour is handled as a return and a new order.
Return window
You may request a return within 30 days of delivery.
Free returns in Hong Kong and Singapore
Changed your mind? Email returns@vaelparis.com with your order number and the item(s) concerned. We arrange collection or send you a prepaid return label, so there is nothing to pay and nothing to post abroad. The refund goes to your original payment method once the item reaches us.
Returns from other destinations
Email returns@vaelparis.com with your order number and the item(s) concerned and we send you the return address and instructions. Unless the item is faulty, damaged, incorrect or not as described, return shipping is at your cost.
EU right of withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, subject to legal exceptions. Our 30-day return window applies in addition to this right.
Condition of returned items
Returned items must be unworn, unused, unwashed, and in their original condition, with original tags and original packaging where reasonably possible.
We reserve the right to reject returns that do not meet these conditions where permitted by law.
Non-returnable items
The following items are not eligible for return unless faulty, damaged, or not as described:
• personalized or made-to-order items
• final sale items clearly marked as non-returnable
• items damaged through misuse, wear, or improper care
Refunds
Once we receive and inspect the returned item, we confirm the refund by email. Refunds are issued to the original payment method within 14 days of our receiving the item; your card issuer may take a few further days to show it. Original delivery charges are refunded where the return results from our error or where applicable law requires it. Where duties and import taxes were charged at checkout, they are refunded with the item.
Faulty, damaged, or incorrect items
If your item arrives damaged, faulty, or incorrect, contact us within 30 days of delivery with your order number and clear photographs of the issue. We will offer a refund, replacement, repair, or another remedy required by applicable consumer law, and the return is at our cost. EU consumers also benefit from legal guarantees for goods that are faulty or not as described.
Abuse of returns policy
We reserve the right to refuse returns, refunds, exchanges, or future orders in cases of suspected abuse, excessive returns activity, or fraud, to the extent permitted by law.
Contact
For return and exchange requests, please contact: returns@vaelparis.com
This policy is issued by Vael Paris OÜ, registry code 17557592, registered office Narva mnt 5, Kesklinna linnaosa, Tallinn, Harju maakond 10117, Estonia. Email info@vaelparis.com · Telephone +86 193 3243 8144.