Return Policy

Important information

• Return period: 30 days from delivery date
• Replenishment fee: None
• Refund time: Within 10 working days
• Shipping costs for returns: Will be borne by the customer unless the item is defective or the return is due to our error.

How to initiate a return

1.    Please contact us:
Send an e-mail to support@victoria-lane.com with your order number and the reason for the return.
2.    Return instructions:
Our team will provide you with detailed instructions. Note: Return shipping costs are the responsibility of the customer unless the item is defective or we have made a mistake.
3.    Packaging and dispatch:
Make sure that the item is returned in its original condition, including packaging. Follow the shipping instructions provided.
4.    Documents required:
Attach a copy of relevant photos if applicable.

Order cancellation

Before shipping: Contact customer service at support@victoria-lane.com to cancel the order and receive a full refund via the original payment method.

Damage on delivery

1.    Inspection: Check the item on delivery.
2.    Damage report:

• Please contact us immediately.
• Do not open any sealed, damaged products.
• Provide a description and photos of the damage
  

3.    Solution: We will arrange a return, replacement or refund of your choice.

Return conditions

Change of opinion

• Conditions: Return the item within 30 days of delivery in its original condition and unused, including labels and packaging.
• Procedure: Contact customer service at  support@victoria-lane.com to initiate the return.
  

Exchange

• Procedure: Follow the same return process as for a change of mind. Once your return has been accepted, you can purchase the new item separately.
  

Wrong article received

• Message: Contact us immediately if you have received the wrong item.
  Solution: We will organise the return and send you the correct item at no extra cost.

Refund information

Refund processing time:
Once we have received and inspected your return, we will notify you of the status of the refund. Authorised refunds will be processed within 10 days via the original payment method. The time until the refund is visible on your account depends on your payment provider.

Refund confirmation:
You will receive an email confirmation with details of the refund amount and the payment method used.

Late refunds:
If you have not received your refund after 10 working days:

• Check with your bank or payment provider.
• If no refund has been registered, please contact us at support@victoria-lane.com for assistance.

Lost refunds:
In rare cases when a refund is lost:

• We will investigate this with our payment processor.
• After confirmation, we will issue a replacement refund and keep you informed of the process.