Refund policy

Returns & Refunds Policy

We want you to keep only the pieces you truly want. If something is not right, you have 60 days to send it back — and we cover the return shipping.

1. Your 60-day return window

You may return any item within 60 days of the delivery date for a full refund. This window is longer than the minimum required by European law and applies to every order placed on vantelli.com.

2. Free return shipping

Returns are free. Once your return is approved, we email you a prepaid return label. You are never charged for return postage.

3. Condition of returned items

To be eligible for a refund, items must be:

  • Unworn, unwashed and free of marks, odours or damage
  • Returned with all original tags and brand labels still attached
  • Returned in their original packaging where the packaging forms part of the product

You are welcome to handle and try on items as you would in a physical shop. If an item is returned in a condition that goes beyond what is necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect the diminished value of the goods.

4. Items that cannot be returned

  • Sealed underwear, swimwear or hosiery where the hygiene seal has been removed or broken
  • Items made to your specifications or personalised, including monogramming and alterations
  • Gift cards

5. How to start a return

  1. Email returns@vantelli.com with your order number and the items you wish to return.
  2. We reply within one business day with a prepaid return label and instructions.
  3. Pack the items securely, attach the label, and drop the parcel at the carrier point indicated.

Please do not send items back before contacting us. Unannounced returns may be delayed or refused, and the label we issue is what makes the return free.

6. Refunds

Once your return arrives at our warehouse we inspect it and notify you of the outcome. Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods, or from the date you provide proof that the goods were sent back, whichever is earlier.

Refunds include the original standard delivery charge you paid. Where you chose an upgraded or express delivery service, we refund the cost of our standard delivery option.

Depending on your bank or card issuer, funds may take a further three to ten business days to appear on your statement.

7. Exchanges

We do not process direct exchanges. To obtain a different size or colour, return the original item for a refund and place a new order. This is faster and secures your size before it sells out.

8. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or is not what you ordered, email support@vantelli.com with your order number and photographs. We arrange a free return and, at your choice and where possible, repair, replacement or a full refund at no cost to you.

This is in addition to your statutory rights. Under European Union law you benefit from a legal guarantee of conformity of at least two years from delivery for goods that do not conform to the sales contract. Nothing in this policy limits those rights.

9. Your statutory right of withdrawal

Separately from our 60-day commercial returns policy, consumers in the European Union have a statutory right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason.

To exercise this right, inform us of your decision by a clear statement sent to support@vantelli.com or to the postal address shown in our Legal Notice. You may use the model withdrawal form, but you are not obliged to. To meet the deadline it is sufficient that you send your communication before the 14-day period expires.

If you withdraw, we reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed — using the same means of payment you used for the initial transaction, at no additional cost to you. We may withhold reimbursement until we receive the goods back or you supply evidence of having sent them.

10. Return address

The correct return address is printed on the prepaid label we send you. Please use only that label. Parcels sent to any other address, or returned freight-collect without a label issued by us, may not be accepted.

11. Questions

Email support@vantelli.com. We reply within one business day.