Refund policy

At Vantelli, every piece is chosen to be lived in for years. If something isn't right, we'll make it straightforward to put right.

Your 14-day right to cancel. As an online shopper in the UK and EU, you have the right to cancel your order for any reason within 14 days of receiving it, under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive. To do so, simply contact us at support@van-telli.store within that period. Once cancelled, you have a further 14 days to send the item back.

Return window. You may request a return within 14 days of delivery. To be eligible, items must be unworn, unwashed, unaltered, and in their original condition with all tags attached, in the original packaging where possible.

How to start a return. Email support@van-telli.store with your order number and the reason for return. We'll reply within 24–48 hours with confirmation and the return address. Please don't send items back before your return is approved, as we won't be able to process them.

Return shipping. For change-of-mind returns and exchanges, return postage is the customer's responsibility, and we recommend a tracked service, as we can't be liable for items lost in transit back to us. Any import duties or customs charges on returned parcels are the customer's responsibility. If your item is faulty, damaged, or incorrect, we cover the return cost in full (see below).

Faulty, damaged, or incorrect items. Please inspect your order on arrival. If anything arrives faulty, damaged, or not as ordered, contact support@van-telli.store within 14 days of delivery with your order number and a photo, and we'll arrange a free replacement or full refund at no cost to you. Nothing in this policy affects your statutory rights, including your right to reject faulty goods.

Refunds. Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 14 days, and include the standard outbound delivery cost on full cancellations. Depending on your bank, it may take a few additional business days to appear.

Exchanges. The fastest way to exchange is to return your item for a refund and place a new order for the size or colour you'd like. If you'd prefer a direct exchange, email us and we'll help.

Non-returnable items. For hygiene and practical reasons, we can't accept returns on gift cards, and any items marked "final sale." Items returned worn, washed, altered, or without tags may be refused or refunded only in part.

Questions? We're here to help — email support@van-telli.store and a real person will get back to you within 24–48 hours.