If you wish to return a product, please contact our support team within 14 days of receiving your order. Items must be unused, in their original packaging, and accompanied by proof of purchase. Once your return request is approved, we will provide instructions for sending the item back. Refunds will be processed within 7–10 business days after the returned item is inspected.
Q: How do I start a return or exchange?
A: Contact our support team at sales@vailos.co.uk or call us. Our team will guide you through the process.
Q: Can I exchange an item for a different size or style?
A: Yes, exchanges are possible for stock products of equal value. If the replacement item costs more, the price difference will be charged.
Q: Are there any items that cannot be returned or exchanged?
A: Custom-made or personalised products, and items damaged due to misuse, are not eligible for returns or exchanges.
Q: Who pays for return shipping?
A: If the return is due to an error on our part (wrong item, defect), shipping costs will be covered by Vailos. Otherwise, the customer is responsible.
Q: How long will it take to receive my refund or exchanged product?
A: Refunds are processed within 7–10 business days. Exchanges depend on stock availability and shipping times.
We offer multiple secure payment options, including credit/debit cards and bank transfers. For any payment or transaction queries, please contact our accounts team at finance@vailos.co.uk.
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For business credit applications, please email sales@vailos.co.uk or finance@vailos.co.uk. Our team will guide you through the process and required documentation.
