RETURNS & EXCHANGES

1. Register: Register your return here by entering your order number and the email address you ordered with.

2. Select the product: Select the product you want to return. Please also tell us the reason for your return, so we can help you better.

3. Confirm: Finally, click 'Request return' to submit your request. We will then start processing it.

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If you choose a refund to your original payment method, we refund the purchase amount (excluding any costs) within 10 working days, once we have received your return and it meets our return conditions.

Step by step: exchange your product for free

1. Request
Contact us here using the form and choose “Exchange a product” as the reason. Please read step 2 before you get in touch, so we can help you even faster.

2. Details & payment
Give us your order number (or your email address), the product you want to send back and the product you would like instead.

There are three options:

• Same price: Is the price the same? Then we send you a return label straight away.

• Higher price: Is the new product more expensive? You will receive an email so you can pay the difference quickly and securely. Once the payment is in, we send you the return label.

• Lower price: Is the new product cheaper? We refund the difference to your account and send you the return label straight away.

3. Send it back
Want your new product even faster? Let us know here through the contact form that your return is in the post. Choose “Exchange a product”, include your order number and mention that your parcel has been sent. As soon as we see it is on its way, we ship your new product.

4. Processing
Didn't let us know your parcel is on its way? Then we ship your new product as soon as your return has physically arrived at our warehouse and been processed. Either way, we make sure your product reaches you quickly.

You have 100 days from the day you receive your order to decide whether you want to keep, return or exchange the product.

Yes, returning and exchanging your order are both completely free.

Once you've registered your return or exchange through our form, you'll receive a return label and further instructions by email within 2 working days.

Yes, no problem at all. In our return and exchange form you can easily select which items you want to return. Want to exchange an item? Then simply reorder the product you'd like afterwards. For more information about exchanging: scroll up to the Exchanges section and click the plus next to the question “How does the exchange process work?”.

Yes, you first need to register your item as a return before you can exchange it.

We do this on purpose to give you, the customer, flexibility. Want to receive your new item as soon as possible? Then you can place a new order right away. Would you rather wait for your refund? Then you can reorder at your own pace afterwards. During the return process you can also choose a Vylento store credit with a 10% bonus on your original purchase amount. That's ideal if you were planning to buy something else anyway. This way, you decide what suits you best.

If you still haven't received a return label after 2 working days, please check your spam folder first. Not there either? Give it 1 more working day. If you still haven't received anything after 3 working days, get in touch with us through one of the contact options at the bottom of this page.

When you request an exchange, there are 2 refund options:

1. Vylento store credit for the original purchase amount + 10% bonus.
   You can request this as soon as your return has been sent. Click here to go to our contact form and choose "Request store credit" as the reason. You'll receive your store credit within 1 working day of your request.
   
   Please note: if you contact us before your parcel has been sent, we can't issue the store credit yet. If you don't confirm afterwards that the product has been returned, you'll still receive your store credit within 3 working days after your return has arrived and been approved.
   
   

2. Refund to your original payment method.
   Once we've received the product you want to exchange and it meets the return conditions, we normally refund the purchase amount (excluding any shipping costs) to your original payment method within 10 working days.
   
   Already sent back the product you're exchanging and placed a new order? Then get in touch through our contact form with your new order number, and let us know you've already sent back all the exchanged items from order number XXXXX and placed a new order. Our team will then speed up your refund.

When you request a return, there are 2 refund options:

1. Vylento store credit for the original purchase amount + 10% bonus.
   You can request this as soon as your return has been sent. Click here to go to our contact form and choose "Request store credit" as the reason. You'll receive your store credit within 1 working day of your request.
   
   Please note: if you contact us before your parcel has been sent, we can't issue the store credit yet. If you don't confirm afterwards that the product has been returned, you'll still receive your store credit within 3 working days after your return has arrived and been approved.
   
   

2. Refund to your original payment method.
   Once your return has been received and meets the return conditions, we refund the purchase amount (excluding any shipping costs) to your original payment method within 10 working days.

After registering your return, you have 14 days to drop off the parcel at a pick-up point. Make sure you send it in time, otherwise your return request expires and we won't be able to process your return.

As soon as your return is approved, we'll send you a confirmation email.