RETURN WINDOW
For eligible items, request a change-of-mind return within 30 calendar days after delivery. This voluntary policy operates in addition to any non-waivable legal rights.
ELIGIBILITY
Items should be unworn or unused beyond reasonable inspection, free from customer-caused damage, and returned with accessories and original tags or packaging where reasonably possible. Shoes should be tried on indoors; please place their boxes inside protective outer packaging.
START A REQUEST
Email info@vonelya.store with the order number, item, reason, and photos if there is a fault or mismatch. Wait for return instructions and an approved destination before mailing anything. The correspondence address is not necessarily the returns warehouse.
ITEMS WITH SPECIAL CONDITIONS
Customized or personalized products, certain hygiene-sensitive sealed goods after the seal is broken, and other legally permitted exceptions may not qualify for voluntary change-of-mind returns. The relevant product listing should disclose restrictions before purchase. Statutory remedies for defective or misdescribed items still apply.
EXCHANGES
Ask us about another size or color. Exchanges depend on availability; if a replacement cannot be supplied, a refund or other appropriate remedy may be offered.
RETURN SHIPPING
For a voluntary change-of-mind return, the customer may be responsible for the return postage where permitted and disclosed. Where we supplied the wrong item or an item is defective, we will cover reasonable return costs to the extent required by law.
INSPECTION AND REFUND
We will confirm receipt and assess the return. Approved refunds are ordinarily initiated to the original payment method within 5–10 business days after approval, unless applicable law requires an earlier deadline. Banks and payment services may take additional time to post the credit.
ORIGINAL SHIPPING FEES
Refund treatment of outbound shipping depends on the reason for return, the original service purchased, and applicable law. Where statutory withdrawal rights require refunding standard delivery costs, we will comply.
DAMAGED, WRONG, OR NOT AS DESCRIBED
Contact us promptly and include photos. We will consider replacement, repair, price adjustment, or refund as appropriate under the circumstances and applicable law.
LOST OR UNDELIVERABLE ORDERS
Contact support for a review. We will not automatically treat an unreceived parcel as the customer's responsibility. Remedies depend on delivery evidence and consumer law.
Refunds do not require you to disclose complete card details. Questions: info@vonelya.store.