At VSPR, we hope you love every purchase - but if something isn't quite right, we're here to help.

EU Right of Withdrawal

If you are purchasing from a country within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of receiving your order. You can do this by:

• submitting a withdrawal request through our returns portal.

Once you have notified us, you must send the goods back within 14 days.

How do I start a return?

Using the VSPR Returns Portal

To start a return, please visit our Returns Portal and submit your request within 14 days of receiving your order. Once your return request has been submitted, you'll be able to select your preferred return method. Where a VSPR return service is selected, the applicable return fee will be clearly displayed before you complete your return request. Payment for the return label is required before the label is generated.

Returning independently

If you prefer not to use our Returns Portal, you may return your items using a courier of your choice. Please contact us at help@vsprofficial.com within 14 days of receiving your order, quoting your order number and the items you wish to return. We'll provide our return address and instructions for sending your parcel back to our UK warehouse.

Return costs

Using the VSPR Returns Portal

If you use our Returns Portal, the available return options and any applicable return fee will be clearly displayed before you complete your return request. Payment for the selected return label is required before it can be generated. If your item is confirmed to be faulty, damaged or incorrectly supplied, no return label fee will apply.

Returning independently

If you choose not to use our Returns Portal, you may arrange your own return using a courier of your choice. You are responsible for all return shipping costs. As we have no visibility of independently arranged returns while they are in transit, we are unable to investigate delays or parcels lost on your behalf. We strongly recommend using a fully tracked service and retaining your proof of postage and tracking information until your refund has been processed.

What can I return?

Items must be unworn, in original condition, with all tags and any hygiene seals intact. For hygiene reasons, knickers are non-returnable once the packaging has been opened. Gift cards are also non-returnable. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect any loss in value where permitted by law.

How will I receive my refund?

Refunds will be issued to the original payment method used when placing your order. Once your return has been received and processed at our warehouse, you will receive an email confirmation. Please allow up to 7 business days from delivery for your return to be processed. We will process your refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Can I return multiple items in one parcel?

Yes - you can return multiple items in a single parcel, including items from different orders. Please ensure all order numbers are included inside the parcel.

Do you offer exchanges?

If you'd like to request an exchange, please email us at help@vsprofficial.com and we'll do our best to help. The fastest way to get the size or colour you want is usually to return the original item for a refund and place a new order.

What should I do if I receive a faulty item?

We're so sorry if your order isn't perfect. If you receive a faulty item, please contact our team at help@vsprofficial.com with your order number and photos of the issue, and we will make it right.

What happens if my return doesn't reach our warehouse?

Returned items remain the responsibility of the customer until they arrive at our warehouse.

If you choose to return your order using your own courier, we cannot issue a refund for items that are not received at our warehouse. As we have no visibility of independently arranged returns while they are in transit, we are unable to investigate delays or parcels lost on your behalf. Any claims for loss or damage must be made directly with your chosen courier.

If you use the VSPR Returns Portal and purchase a tracked return service through the portal, we will be able to assist with investigating your return where appropriate. We recommend retaining your proof of postage and tracking information until your refund has been processed.

Customs on returned items

Any customs duties, taxes, carrier fees, or other charges incurred on returned items are the responsibility of the customer and may be deducted from your refund where applicable. We recommend clearly marking your parcel as a return to avoid unnecessary charges.

Refused or unclaimed parcels

If your original parcel is refused, unclaimed or returned to sender due to unpaid customs duties, taxes or carrier fees, the return shipping fees and any associated customs costs will be the customer's responsibility and may be deducted from the refund.

Fair Use Policy

We want our customers to shop with confidence and understand that sometimes an item may not be quite right.

However, to protect the integrity of our returns process, we reserve the right to review, restrict or refuse future orders or access to our returns services where we identify unusual or excessive ordering and returns activity, suspected misuse, fraud or repeated breaches of our Returns Policy.

This may include, but is not limited to, repeated high-volume ordering and returns, returning items showing signs of wear or use, returning items not associated with the relevant order, claiming more items were returned than received by our warehouse, repeated claims regarding missing orders or items, or misuse of the returns or payment dispute process.

Where we identify activity that we reasonably believe breaches this policy, we may review the customer's account and take appropriate action. This may include restricting future purchases or closing the customer account.