Return & Refund Policy
Vionne London · vionnelondon.com · info@vionnelondon.com
Important Notice
We do not offer free returns — return shipping charges apply.
1) Returns
1.1 Can I return my order?
Yes. If you are not satisfied with your items, you may return them within 30 days of receipt.
1.2 Return conditions
To be eligible for a return, all of the following conditions must be met:
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Complete & original condition – The item includes all parts/components and is returned with the original packaging, in the same condition as received.
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No improper handling – Only normal handling is acceptable; damage caused by careless or improper handling is excluded.
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Hygiene-sensitive items – Products where hygiene is important (e.g., items that come into direct contact with the body) must be thoroughly cleaned before the return process begins.
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Defects on arrival – If the product is found to be defective upon receipt, please notify us promptly and include photos.
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Shipping costs – Return shipping costs are the customer’s responsibility.
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Processing timeline – Returns are processed within 7 working days of receipt. If the above conditions are met, the return will be formally acknowledged within this timeframe.
We reserve the right to refuse returns if we reasonably suspect that items have been used or damaged through no fault of our own.
1.3 How to start a return
If your order meets the conditions above, please follow these steps:
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Email us: info@vionnelondon.com
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Include in your email:
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Order number
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Reason for the return request
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Photo(s) of the product (required in case of damage/breakage)
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Customer first name and last name
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Customer return address
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Wait for instructions: We will reply with the correct return address.
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Do not send the return to the sender address on the parcel.
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You (the customer) are responsible for the shipping costs of the return.
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2) Cancellations / Right of Withdrawal (Consumers)
The following applies to consumers (a natural person acting for purposes outside their trade, business, craft, or profession).
2.1 Right of withdrawal
You have the right to withdraw from this contract within 14 days from the day on which you or a third party other than the carrier received the goods (or, for multiple items delivered separately, the last of the goods).
Because we operate an automated system, orders are processed as soon as they are placed. Once dispatched, we cannot interrupt shipping “in transit.” If your parcel is already on its way, please wait until you receive the goods and then return them in accordance with the return process above.
To exercise your right of withdrawal, please send a clear statement (e.g., email) to info@vionnelondon.com indicating your decision to withdraw. The withdrawal is completed when we receive the returned goods. The cost of returning the goods is borne by the buyer.
Shipments in transit
Our goods may be shipped internationally (including from Asia), which can result in longer transit times beyond our control. If the goods are already in transit, cancellation is not possible at that stage. You can still inform us of your intention to withdraw, then return the parcel after delivery. For the fastest processing, please email us a shipping confirmation when you send your return.
2.2 Effects of withdrawal (refunds)
If you withdraw from this contract, we will refund all payments received from you excluding delivery costs (except any additional costs arising because you chose a delivery method other than our least expensive standard delivery), without undue delay and no later than 14 days from the day on which we receive your notice of withdrawal and the returned goods.
Unless otherwise expressly agreed, we will issue the refund using the same payment method you used for the original transaction. You will not be charged any fees for this refund.
3) Contact
Vionne London
Email: info@vionnelondon.com
Website: vionnelondon.com
