At VSPR, we hope you love every purchase - but if something isn't quite right, we're here to help. As an EU consumer, you have the right to cancel your order within 14 days of receiving it. Once you have notified us of your decision to return, you must send the items back within 14 days.
How do I start a return?
Please email 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 respond with instructions on how to send your parcel back to our UK warehouse.
Return costs
Return shipping is arranged and paid for by the customer. We recommend using a tracked service and retaining proof of postage until your refund has been processed. Without proof of postage, we are unable to take responsibility for parcels lost in transit.
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.
How will I receive my refund?
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. Refunds will be issued to your original payment method within 14 days of receiving the returned goods.
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. We cannot issue refunds for items that are not received, and we are not liable for parcels lost or delayed in transit without proof of delivery. This is why we strongly advise using a tracked service.
Customs on returned items
Any customs duties or charges incurred on returned items are the responsibility of the customer. We recommend clearly marking your parcel as a return to avoid unnecessary charges.
Refused or unclaimed parcels
If your original parcel is refused or returned to sender due to unpaid customs charges, 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.
