Refund policy

Effective Date: 21 May 2026

At Vienne Rose, we want every customer to shop with confidence.
If your purchase is not quite right, we are here to help.

This Return & Refund Policy explains how you can return an item, receive a refund, or request an exchange, in line with UK consumer law.

1. 30-Day Return Window

We offer a 30-day return period from the date of delivery.

To be eligible:

• Item must be unused and in original condition
• Item may be tried on to assess fit
• Original packaging, tags, and accessories must be included
• Proof of purchase (order number or receipt) is required

Items showing signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are faulty.

Personalised products are not eligible for return, unless they are faulty or incorrect.

2. How to Start a Return

To request a return or exchange, contact us by email:

Email: support@viennerose.com

Include your order number and the reason for your return or exchange.

Our customer service team will provide:

• Return instructions
• The correct return address
• A prepaid return label (if applicable)

Do not send items back without contacting us first.
This helps us process your return quickly and correctly.

3. Return Shipping Costs

• Faulty, damaged, or incorrect items: return shipping is free
• Change of mind (size, colour, preference): the customer is responsible for return shipping costs

4. Refunds

Once your return arrives at our returns centre and is inspected:

• We will email you to confirm approval or rejection
• Approved refunds are processed within 5–10 business days to your original payment method
• Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear

If your return is rejected, we will contact you to discuss the available options.

5. Exchanges

If you wish to exchange an item:

• Contact our support team first
• We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order

This ensures accurate stock management and faster processing.

6. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, or incorrect:

• Please contact us as soon as reasonably possible
• Include photos of the issue, your order number, and a brief description

We will offer either a replacement or a full refund, depending on your preference and stock availability.

7. Order Cancellations

You may cancel your order before it has been dispatched.
Once shipped, cancellations are no longer possible. You may still return the item under this policy.