Refund policy

EXCHANGE & RETURNS POLICY

Return Window

You have 30 days from the date of delivery to initiate a return or exchange.

Eligibility Requirements

To be eligible for a return or exchange, items must be:

  • Unworn and unused
  • In original condition with all tags attached
  • In original packaging with all accessories included

Return Shipping Costs

  • Our Error: If we sent the wrong item or your item arrived damaged or defective, you must provide proof (photos of the incorrect/damaged item, packaging, and shipping label). Once verified, we'll cover return shipping costs and provide a full refund or replacement.
  • Customer Preference: For exchanges or returns due to a change of mind, size, or style preference, customers are responsible for return shipping costs.

Shipping Insurance for Returns

We strongly recommend purchasing shipping insurance when returning items to protect against loss or damage in transit. Returns sent without insurance are the customer's responsibility until received at our warehouse.

What We Offer

  • Exchanges: We're happy to exchange items for a different size, color, or style (subject to availability)
  • Refunds: Full refunds will be issued to your original payment method within 5-7 business days of receiving and inspecting your return
  • Store Credit: Available exclusively for our subscribed return customers as a thank you for your loyalty

Non-Returnable Items

The following items cannot be returned or exchanged for hygiene and safety reasons:

  • Sale or clearance items (marked as final sale)
  • Underwear and intimate apparel
  • Hygiene-related products
  • Items without tags or in worn/damaged condition
  • Items returned after the 30-day window

EXCHANGE & RETURNS GUIDELINES - STEP BY STEP

How to Initiate a Return or Exchange:

  1. Contact us within 30 days
    • Email designzeevibevault@yahoo.com with your order number
  2. Provide details
    • Include reason for return and photos if claiming our error
  3. Await authorization
    • We'll review and send return instructions within 24-48 hours
  4. Receive return address
    • We'll provide the return shipping address and any prepaid labels (if applicable)

Preparing Your Return:

  1. Ensure eligibility
    • Confirm items are unworn, with tags, in original packaging
  2. Pack securely
    • Use original packaging or a sturdy box to prevent damage
  3. Include documentation
    • Add a copy of your order confirmation or packing slip
  4. Consider insurance
    • Purchase shipping insurance to protect your return in transit
  5. Ship your return
    • Send to the address provided and keep your tracking number

After You Ship Your Return:

  1. Track your return
    • Monitor your return shipment using your tracking number
  2. Inspection
    • We inspect returns within 3-5 business days of receipt
  3. Approval notification
    • You'll receive an email confirming your return has been approved
  4. Refund or exchange processing
    • Refunds issued within 5-7 business days; exchanges shipped within 2-3 business days

If Claiming Our Error:

  1. Take clear photos
    • Photograph the incorrect/damaged item, all packaging, and shipping labels
  2. Email proof immediately
    • Send photos to designzeevibevault@yahoo.com with your order number
  3. Await verification
    • Our team will review within 24-48 hours
  4. Receive prepaid label
    • If verified, we'll email a prepaid return shipping label
  5. Return item
    • Pack securely and ship using the prepaid label
  6. Receive a replacement or refund
    • Processed within 5-7 business days of receipt

Important Notes:

  • Returns without prior authorisation may be refused
  • Items returned in unacceptable condition will be sent back to you at your expense
  • Refunds exclude original shipping costs (unless our error)
  • Exchange shipping costs are the customer's responsibility unless our error
  • Store credit never expires and can be used on future purchases