Refund policy

At Vayla Fashion, we want you to feel confident and fully satisfied with every purchase. However, if the product does not meet your expectations, you have the right to return it within 30 days of receiving your order — no reason required.

Return Conditions

  • Items must be returned in original condition, unused, unassembled, and in their original packaging. 

  • Returned products must include all original labels and accessories (if applicable). 

  • Returns of used, damaged, or incomplete products will not be accepted.

How to Return a Product

  1. Send an email to support@vaylafashion.com with the subject: Return + Order Number.

  2. Our customer service team will respond within 24 hours and provide you with the return address and process details.

  3. Carefully pack the product in its original condition and packaging.

  4. Ship the package using a trackable shipping method (with tracking number).
    Recommended carriers in the UK: Royal Mail, ParcelForce, DHL or FedEx.

  5. Once the product is received and inspected, it will be accepted back into our warehouse.

  6. Refunds will be processed within 4 business days after approval and should appear in your account within 4–6 business days, depending on your bank.
    The total processing time will be approximately 10 days.

Important:

  • The customer is responsible for the cost of return shipping.

  • You may choose any carrier as long as it provides a tracking service (e.g., Royal Mail, ParcelForce, DHL or FedEx).

  • We do not provide pre-paid return labels.

  • We offer free shipping on most products, so you don’t need to worry about a shipping cost refund. If you did pay for shipping, that amount will be refunded along with your order.

Exchange Policy

You can request an exchange within 30 days of receiving your order.

How it works:

  1. Send an email to support@vaylafashion.com with the subject: Exchange + Order Number.

  2. Specify what you want to exchange and for which size or color.

  3. We will respond within 24 hours, confirm availability, and provide the return address.

  4. Ship the product with tracking.

  5. Once received and approved, we will ship the new product at no cost to you.

Damaged Products

  • If the package is visibly damaged upon delivery, refuse to accept it and contact us immediately.

  • If damage is noticed after delivery, email us within 24 hours at support@vaylafashion.com.

Include:

  • Order number

  • Clear photos of the damaged product and packaging

  • A brief description of the issue

If damage is confirmed, you can choose:

  • Free exchange – return and new shipment at our expense

  • Full refund – including return shipping costs

Order Cancellation

Orders can be canceled within 1 hour of placement if they have not yet been processed.
To cancel, email support@vaylafashion.com with the subject: Cancel + Order Number.

After 1 hour, the order will be processed and cannot be canceled, but you can still return it according to our return policy.

Contact Information

Customer Service Hours:
Monday – Friday: 09:00 – 18:00 (UK TIME)
Saturday: 09:00 – 13:00 (UK TIME)
Sunday: Closed

Phone: +31 85 060 2813 (Service in English)
E-mail: support@vaylafashion.com

Response time: within 24 hours on business days

Address: Oosterstraat 64, 9502EE Stadskanaal, the Netherlands