Shipping & Returns
REFUND & EXCHANGE?
We have a 7-day return policy, which means you have 7 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 the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. Please note that returns will need to be sent to the following Address: [vemvem distribution center]
The specific address of our logistics center needs to be provided to you through direct contact with us. Please reach out to us directly for this information.
If your return is accepted, instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at firstname.lastname@example.org.
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. Additionally, due to the delicate nature of the fleece, wool, alpaca material, exchange and returns are fundamentally not possible for these garments. And unfortunately, we cannot accept returns on sale items or gift cards.
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.
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 on your original payment method within 10 business days. Please remember 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 email@example.com.
Please note that once an item of clothing has been worn, the presence of skin flakes and fur can significantly reduce its value, making it impossible for us to accept returns or exchanges. If you are uncertain about size selection, we strongly encourage you to reach out to us for assistance before making your purchase. Re
Customs Procedures and Taxes
Customers are responsible for any customs duties incurred during the return process of an exchange or refund request. Refusal to fulfill this obligation may result in the goods being held at customs for a temporary period. If this period exceeds 15 days, the items will be disposed of. Therefore, please note that in such cases, exchanges or refunds will be denied. We kindly ask for your understanding in this matter.
Standard Delivery: Orders placed by 4pm ET Monday - Friday deliver within 1-7 business days. Most orders deliver within 1-3 business days. All orders placed after 4pm ET, are processed the following business day. Items transferred from Europe can take up to 7 business days. Pre-order deliveries may vary.
Next Business Day Delivery: Orders placed by 12:30pm ET Monday - Friday deliver the following business day. Select items only.
Pick Up In-Store: Orders placed by 4pm ET Monday – Friday deliver within 2-4 business days to the store of your choosing. You will receive an email when your order is ready for pickup.
Some orders may require additional validation that can take 24-36 hours, which may delay delivery.
Adult signature is required on all shipments.
To confirm the delivery date, please check the shipping calculator on the product page.
All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make three delivery attempts. If the third delivery attempt fails, your order will be returned to our warehouse. Once the order has been placed, it is no longer possible to change the shipping address.
Currently, we are unable to ship orders to the following locations:
– P.O. Boxes
– U.S. territories including Guam
– Freight forwarding companies
Orders made to any of these addresses will be cancelled.
The country of your delivery address must match the vemvem.com locale used to place your order. For example, orders placed on the US version of vemvem.com, must ship within the United States and cannot ship to another country. Orders made from a website different from the delivery country will be automatically cancelled. Please select the correct website for your order in the right-hand corner of every page.
All orders will be shipped in a secure, unbranded cardboard box. Inside the parcel, your order will come in vemvem® branded packaging.
All paper and cardboard used for vemvem® ecommerce packaging are FSC (Forest Stewardship Council) certified and contain between 40% and 50% of post-consumer waste fibers. Our garment bags are made of recycled polyester and our flannels are made of GOTS (Global Organic Textile Standard) certified cotton. Our stationery is printed on FSC paper with vegetable inks.
If your package or product arrives damaged, please contact us within 3 days of delivery.
In the case of damage to any outer packaging, you should accept the package with reservations and sign the receipt on the day of delivery. Under the signature, mention the reason for your reservation(s) (i.e. "damaged package", "crushed box", "open box", "wet box", etc.). Then proceed with contacting our Client Services Team, including photographs of the parcel with its damages.
In the case of missing contents or damaged contents, proceed with contacting our client services team, including photographs of the missing or damaged contents.