Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at support@vizanya.co with your order number, the item you would like to return and the reason. We will reply within 24 hours, Monday to Friday.

How a return works

Returns are handled through our fulfilment partner's central warehouse in Asia, and every return has to be approved before it is sent.

• Once your return is approved, we will send you the return address that applies to your order, along with instructions on how to send it.
• Items sent back without an approved return, or to any other address, cannot be processed. Return addresses differ per order, so please do not use an address from an earlier parcel or an earlier email.
• Return postage is paid by the customer. The parcel travels to Asia, so this is usually more than domestic postage. We will tell you honestly what to expect before you send anything, and in many cases we can offer you an alternative that costs you nothing.
• Please choose a shipping method that supports customs clearance and complete the customs documents accurately. Any duties, taxes or handling fees on the return are the customer's responsibility. We cannot take responsibility for return parcels that are delayed, rejected or lost because of customs or an unsuitable shipping method.
• We do not provide prepaid return labels or QR codes.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Send us your order number and clear photos of the item and the packaging, and we will resolve it without asking you to return anything at your own cost.

Exceptions and non-returnable items

Certain types of items cannot be returned, such as custom or personalised products and personal care goods (such as hosiery or earrings) where the hygiene seal has been removed. Sale items may be returned under the same 30-day policy. Gift cards cannot be returned. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to contact us: in most cases we can send you a different item straight away, without anything having to travel back. If you would rather return first, the return is accepted as above and you can place a new order once it is approved.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@vizanya.co.