Returns & Exchanges

At VIONVA, we want you to love everything you receive. If something isn't quite right, we're here to make it easy.

What is your return window?

You may request a return within 30 days of the delivery date. Items must be unworn, unwashed, undamaged, and with all original tags and packaging attached. Returns requested after 15 days cannot be accepted.

How do I start a return or exchange?

1. Email us at [support@vionva.com] with your order number and the reason for your return.
2. Our team will reply within 24 hours (Mon–Fri) with return instructions and the return address.
3. Ship the item back using a trackable method and share the tracking number with us.
4. Once received and inspected, we'll process your refund or exchange.

Please do not send items back without contacting us first — returns without prior authorization cannot be processed.

Can I exchange for a different size or color?

Yes. If you need a different size or color, let us know when you start your return. Exchanges are subject to stock availability. If the item you want is unavailable, we'll issue a refund instead.

When will I receive my refund?

Once your return is received and inspected, we'll email you to confirm approval. Approved refunds are issued to your original payment method within 5–7 business days. Please note it may take additional time for your bank or card provider to post the refund.

Who pays for return shipping?

• Faulty, damaged, or incorrect items: We cover all return shipping costs, or send a prepaid label.
• Change of mind / size or color exchange: Return shipping is the customer's responsibility. Original shipping fees are non-refundable.

What items cannot be returned?

For hygiene and quality reasons, the following are final sale and non-returnable:

• Earrings and pierced jewelry
• Intimates and bodysuits
• Items marked "Final Sale" or purchased on clearance
• Gift cards
• Items that are worn, washed, altered, stained, or missing tags

My item arrived faulty or incorrect — what should I do?

We're sorry! Please contact [support@vionva.com] within 7 days of delivery with your order number and clear photos of the issue. We'll arrange a free replacement or full refund, including any shipping costs.

Can I cancel or change my order?

If you need to cancel or amend your order, contact us within 12 hours of placing it. Once an order has been processed or shipped, it cannot be changed, but you can return it under our standard policy.

Do you offer free returns?

We offer free returns only for faulty, damaged, or incorrect items. For all other returns, return shipping is the customer's responsibility.

Late or missing refunds

If you haven't received your refund after 7 business days from approval, first check your bank account, then contact your card provider. If you still need help, email [support@vionva.com].

Contact

For any return or exchange questions, email [support@vionva.com] — we respond within 24 hours (Mon–Fri)