Refund policy
We want you to be completely satisfied with your VILANI purchase. If something isn’t quite right, we’re here to help.
Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must be:
- Unworn and unused
- In its original condition
- Returned with all original packaging and accessories
- Accompanied by proof of purchase
To request a return, please contact houseofvilani@outlook.com with your order number.
Once your return request has been approved, we’ll provide instructions on how and where to send your item.
Please note that returns sent without prior authorisation may not be accepted.
Unless your item is faulty or supplied in error, return shipping costs are the responsibility of the customer. We recommend using a tracked delivery service, as VILANI cannot accept responsibility for returns lost in transit.
90-Day Fit Guarantee
Finding the perfect ring size online isn’t always easy.
If your ring isn’t the right fit, we’ll exchange it for another size within 90 days of delivery, subject to availability.
To qualify, your ring must be returned in excellent condition with its original packaging.
Please contact houseofvilani@outlook.com before returning your ring so we can assist with the exchange.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty or you have received the wrong product, contact houseofvilani@outlook.com as soon as possible.
We’ll work quickly to resolve the issue and, where appropriate, arrange a replacement, exchange or full refund, including return postage.
Non-Returnable Items
We cannot accept returns for:
- Personalised or engraved items
- Custom-made products
- Items that have been worn, altered or damaged after delivery
- Gift cards
If you’re unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
If you’d like to exchange your ring for a different size, please contact us before returning your item.
We’re happy to offer free UK size exchanges within 90 days, subject to availability and the ring meeting our return conditions.
European Union Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
Returned items must be unworn, unused, in their original condition and packaging, and accompanied by proof of purchase.
Refunds
Once your return has been received and inspected, we’ll notify you by email to confirm whether your refund has been approved.
Approved refunds will be processed to your original payment method within 5 working days.
Please note that your bank or card provider may require additional time to process and display the refund.
If more than 10 working days have passed since your refund was approved, please contact houseofvilani@outlook.com.
Need Help?
If you have any questions regarding returns, exchanges or refunds, we’re always happy to help.
Email: houseofvilani@outlook.com