Returns, Refunds & Exchanges
Most of our cherished customers are happy with the products they receive. At Viva La Vegan, we appreciate the difficulties of ordering online, especially clothing. Yes, we have sizing guides, yes we have awesome pictures that showcase the colour, style, and shape of garments but in those instances where you receive items that you are not happy with then we are here to help.
Advice on sizing
For those of you ordering clothing, we advise taking a look at the sizing guides. Even if you have brought from us before and the medium-sized tee fitted perfectly this time around with a different garment there may be variations in sizes due to different suppliers’ specifications. But more importantly, if you are in doubt please contact us either on live chat or by email at firstname.lastname@example.org.
Our returns address is Viva La Vegan, 18 Eider Drive, Apley, Shropshire, TF1 6TJ.
“Hi there, so sorry I’ve ordered the wrong item”
We accept that mistakes happen and that sometimes there may be a problem with items received not meeting your requirements and therefore we allow 30 days from the date of delivery for you to change your mind.
Please contact us in the first instance and we can discuss whether you would prefer an exchange (subject to stock availability) or a refund.
Whether it’s an exchange or a refund then we will need the product to be returned to us unused and in the same condition when we dispatched it to. Ideally, it should be in the same packaging as we sent it out. Though we are aware that many of our customers are so excited about receiving our parcels in the post that packaging can get damaged. If this is the case please repackage appropriately so that it will be safe during its return journey.
Once we are in receipt of the garment and it’s been inspected will then process requests for either an exchange or a refund. Please consider a tracked service as exchange / refund will only be given on items that arrive back to us safely. No refund will be given for returned items lost in the post.
The responsibility for the cost of postage of returning garments that are not faulty lies with the customer.
If you need advice on the cost of postage or which service to choose please contact us on live chat or at email@example.com.
“Hey guys, the item I ordered is faulty. What are you going to do?”
Faulty garments and products are rare but in these instances, we ask you to contact us immediately by email at firstname.lastname@example.org ideally attaching photos of the fault along with a description of the issues of concern. We will then deal with this promptly and provide you with a replacement.
The cost of returning the item and dispatching a replacement is our responsibility.
“Hello, where’s my order?”
We know for some people ordering online can be stressful and therefore please do contact whenever you like if you are concerned that your order has not arrived.
Our policy is that we will not treat a UK parcel as lost before 10 days following the date of your confirmation email stating that your order has been fulfilled and posted. For the rest of the World, this is extended to 28 days.
Sale Items & Gift Cards
Unless faulty we will not accept returns on these items.
SIZE & FIT GUIDE
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