Exchanges & Returns

RETURNS AND EXCHANGES

Exchange Process

Can I return/exchange items if I change my mind?

Absolutely! For orders starting with VUS, go here, and for orders starting with VEU, go here. Please note that items purchased from our Sale/Clearance section are final sales and cannot be exchanged.

Exchanging during a sale

You can exchange during a sale, but discounts won't apply to your exchange item. We recommend returning your item for a refund (or gift card) and repurchasing with the discount applied.

Does your company cover shipping fees?

We don't cover the shipping fee for returning items, but we do offer free standard shipping for new items in your exchange order.

Can I exchange for a different size/color if my desired option is out of stock?

Certainly! If you prefer an out-of-stock color, return the item for store credit and purchase your preferred color when it's back in stock. Alternatively, you can exchange it for another item.

Can I use a discount code for my exchange?

Discount codes cannot be used at checkout when making an exchange or using the Shop Now function. We suggest returning your item for a gift card and repurchasing with your discount code.

Changed your mind about an exchange?

Not an issue! If you've chosen an instant exchange or we've already shipped your item, we generally can't change your order. However, if you contact us immediately, we might be able to accommodate you.

INTERNATIONAL EXCHANGES

How do I initiate an international exchange?

Visit the return portal to start.

Does your company cover shipping fees?

We don't cover the shipping fee for returning items, but we do offer free standard shipping for new items in your exchange order. If you'd like express shipping on your exchange, please inform us as soon as you submit your request.

Why was my item not returned due to customs fees?

Please mark all returned items with a $10 value to ensure we receive them. If not, we likely won't get your item, and it will eventually be returned to you.

What if my exchange gets lost en route to the warehouse?

RETURNS

Initiating a Return

Can I make a return?

Certainly! To process your request, if your order number starts with VUS, go here, and if it starts with VEU, go here. Please note that items purchased from our Sale/Clearance section are final sales and cannot be returned.

Return, Refund & Exchange Policy

If you're not completely satisfied with your order, you can send your item back to us within 14 days of its arrival. Your order may not be eligible for return or exchange if the product:

Shows visible wear or damage.
Is not in its original packaging, including boxes, sleeves, and/or tags.
Is a final sale item (excluding the use of discount codes or site-wide sales) Returns can take up to 3 weeks to process, but usually take less time. Your refund will go back to your original payment method. A $ 6 USD/$ 8 CAD admin fee applies to all returns.

Can I return a sale item?

Items purchased from the Sale/Clearance section of our website are final sales and cannot be returned or exchanged.

Are there any items I cannot return?

Yes, earrings and lip cuffs are non-returnable/exchangeable for hygiene reasons. Any clothing that has been worn (except for a quick sizing check) is also non-returnable.

Does your company cover shipping fees? We don't cover the shipping fee for returning items, but we do offer free standard shipping for new items in your exchange order.

How long should a refund take to reach me?

Canada: Once your return arrives at our warehouse, please allow 1-2 business days for processing. It then takes 3-5 days for the refund to reach your original payment method. USA: Once your return arrives at a sorting center in Depew, NY, it can take 1-3 weeks to reach us in Canada. During peak times, it may take 3 weeks; otherwise, it's usually less. After we receive your order and process it, it generally takes 3-5 business days to refund your original payment method. International: Please provide us with a tracking number when shipping your item back. Once your return arrives at our warehouse, allow 1-2 business days for processing. It then takes 3-5 days for the refund to reach your original payment method.

Frequently Asked Questions about International Returns

How can I return an item internationally?

To initiate an international return, please visit our return portal.

Will Vitaly cover my shipping costs for international returns?

Unfortunately, we do not cover the cost of shipping for international returns.

What should I do if my return was held up by customs?

We recommend marking the value of your returned items at USD 10 to help ensure a successful return. If your package is held up by customs due to insufficient documentation, it may be returned to you. Please contact us if you experience any issues with your return.

What if my return gets lost in transit?

Please notify us immediately if your return package is lost in transit. We will do our best to assist you and help you locate your package.

How long will it take to receive my refund?

Once your return package arrives at our warehouse, please allow 1-2 business days for processing. After that, it takes 3-5 business days for your refund to be issued and returned to your original payment method. Please note that the time frame for international returns may vary depending on your location.