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Refund policy
Returns & Refunds Policy
We have a 14-day return policy. You have 14 days from the date of delivery to request a return, exchange, or store credit. To be eligible, items must be in their original condition — unworn, unused, and with tags attached.
How to Start a Return
USA, UK, Australia & Canada We offer Re:do Free Unlimited Returns at checkout. If you added Re:do at the time of purchase, your return or exchange is free and includes package protection. If you removed this option at checkout, return shipping costs are the responsibility of the customer.
To start a return, exchange, or store credit request:
- Go to our Returns Portal and enter your email address and order number
- Follow the instructions and select the items you wish to return or exchange
- Once approved, you will receive a confirmation email with shipping instructions
All Other Countries Please visit our Returns Portal to begin the process. You have 14 days from delivery to submit your request. Return shipping costs are the responsibility of the customer.
For any questions please contact us at info@victoriapaulsen.com.
UK Customers — Statutory Cancellation Right In addition to our standard returns policy, customers in the United Kingdom have the right to cancel their order under the Consumer Contracts Regulations 2013. You have 14 days from the date you receive your order to cancel without giving a reason. To exercise this right please contact us at info@victoriapaulsen.com within this period. Once cancelled, you have a further 14 days to return the item. We will issue a full refund including original standard shipping costs within 14 days of receiving the returned item. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent. This statutory right applies in addition to and does not affect our standard returns policy.
Right of Withdrawal
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal, click here: https://victoria-paulsen.myshopify.com/apps/redo/returns-portal/login?withdraw=true
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.
Exchanges & Store Credit We accept exchanges for any item available on the website. Once your return is in transit, your new item will be shipped out. If you exchange for an item of lesser value you will have the option of store credit or a refund. If you exchange for an item of greater value you will be responsible for paying the difference at checkout.
Damages & Incorrect Items Please inspect your order upon receipt and contact us within 7 days of delivery if your item is defective, damaged, or incorrect. Go to the Returns Portal and follow the prompts for damaged or incorrect items to submit images for review.
Sale Items All sale items are eligible for exchange or store credit unless marked as final sale, in which case they are non-returnable and non-refundable. Size exchanges on sale items are accepted within 14 days of delivery.
Refunds Once we receive and inspect your return we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–7 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@victoriapaulsen.com.
