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FAQs

Return & Refund Policy – FAQ

At Vaylar, we want you to love your purchase. If you’re not completely satisfied, we’re here to make things right.
Below are answers to our most common return and refund questions.

How long do I have to return my order?

You have 30 days from the date of delivery to request a return.
Unfortunately, we cannot accept returns after 30 days of receiving your item.

Do I have to pay for return shipping?

No returns are completely free.
Vaylar provides a prepaid return label and covers all postage costs.

What are the conditions for returning an item?

To be eligible for a return:

  • The item must be unused, unworn, and unwashed.

  • It must include all original tags and packaging.

  • A receipt or proof of purchase is required.

Items that are worn, damaged, or altered are not eligible for return.

How do I start a return?

Simply email us at support@vaylar.co.uk to start your return.
Once approved, we’ll send you a free return label and instructions.

What if I received the wrong item?

If you received the wrong product, please contact us within 30 days of delivery.
We’ll quickly arrange a replacement or reshipment at no cost.

Who pays for return shipping?

Vaylar covers all return shipping costs.
You won’t have to pay anything to send your order back.

What if my item is damaged or defective?

If your item arrives damaged or defective, please email us within 30 days of delivery at support@vaylar.co.uk with photos or videos of the issue.
We’ll arrange a replacement or refund right away.

Can I get a replacement for a faulty product after 30 days?

Yes if your item becomes faulty after 30 days, we can offer a free replacement of the same product.

Can I exchange an item?

Yes. Please first return your original order.
Once your return is received and approved, we’ll ship your replacement product at no extra cost.

How long does it take to receive my refund?

After receiving and inspecting your return, we’ll issue a refund to your original payment method.
Refunds usually appear within 5 business days, depending on your payment provider.

Can I get a refund without returning the item?

No. Refunds are processed only after we receive and verify the returned item.
If the product is damaged, you may send photo or video evidence for a replacement request.

What if my order was delivered to the wrong or incomplete address?

If your order was shipped to an incorrect or incomplete address, we can arrange a free reshipment to a confirmed address.
However, cash refunds are not available in such cases.

What if my tracking shows “delivered” but I didn’t receive my order?

If tracking confirms delivery but you haven’t received your parcel, contact us immediately.
We’ll investigate with the courier and, if confirmed missing, offer a free reshipment to a verified address.
(No cash refunds can be issued once an order is marked as delivered.)

What if I’m not satisfied with my purchase?

If you’re not happy with your order, we can offer either:

  • A free reshipment, or

  • A store credit refund, depending on your preference.

Can I cancel my order after placing it?

Yes, you may cancel or modify your order within 24 hours of placing it by emailing support@vaylar.co.uk.
After 24 hours, your order may have already been processed or shipped, and cancellations may no longer be possible.

How can I contact Vaylar for help?

We’re always happy to help.
Email: support@vaylar.co.uk
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM