Returns & Exchanges Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need a receipt or proof of purchase.

To start a return, you can contact us at support@vinhousse.com. Please note that returns will need to be sent to an address in France.

You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at support@vinhousse.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@vinhousse.com

Procedure in Case of Non-Reception of Parcel:

We are committed to ensuring customer satisfaction and providing a transparent online shopping experience. However, in the unlikely event that a parcel is marked as "delivered" in our tracking system but you have not received it, we invite you to follow the procedure below to help us resolve the issue:

  • Initial Verification: Please check around your home, with your neighbors, or at your building's reception, if applicable, to ensure the parcel has not been left in a safe place or received by someone else in your absence.
  • Declaration on Honor: If after verification the parcel remains untraceable, we will ask you to fill out a declaration on honor confirming that you have not received the parcel. This step is necessary to conduct a thorough investigation with our delivery services and secure the claims process.
  • Submission Procedure: The declaration on honor form can be downloaded directly from our website. Once completed, it must be signed and accompanied by a copy of your identification. These documents can be sent to us via a secure upload link available on our website or directly by email to [email address].
  • Processing Your Case: Upon receipt of your declaration on honor and supporting documents, our team will process your case promptly and keep you informed of the progress of our investigation. Depending on the investigation results, solutions such as a refund, resending of the parcel, or other forms of compensation may be considered.

 

  • We understand the importance of every order and are committed to resolving any delivery issues efficiently and fairly. We thank you for your cooperation and understanding in following this procedure. For any questions or further assistance, please do not hesitate to contact our customer service.