Returns

Thirty days from delivery to change your mind, and a real reply if something is wrong. Both are below, in the same words our checkout links to.

Thirty-day returns

You have thirty days after receiving your item to request a return. To be eligible, the item must be in the same condition you received it — unworn or unused, with tags, in its original packaging — and you’ll need the receipt or proof of purchase.

Start a return

Returns have to be approved before anything is sent back, so email support@shopventora.co with your order number and tell us what you’d like to return and why. If the return is accepted we’ll send a return shipping label and instructions on where to send the parcel. Items sent back without a return being requested first can’t be accepted, which protects both sides — the parcel won’t sit unclaimed in a warehouse.

Damage and wrong items

Please inspect your order when it arrives and contact us straight away if it is defective, damaged, or not what you ordered, so we can assess it and put it right. A photo helps a great deal and usually resolves it in one exchange.

What can’t be returned

Sale items and gift cards are final sale and can’t be returned. Personalised or custom-made pieces also can’t be returned. If any of these arrives damaged or faulty, that is a different matter — contact us and we’ll put it right.

Exchanges

The fastest way to get a different size or colour is to return the piece you have, and once the return is accepted, place a separate order for the one you want. That way the replacement ships immediately rather than waiting for the return to arrive back with us.

Refunds

We’ll email you when your return arrives and has been inspected, and tell you whether the refund is approved. If it is, it goes back to your original payment method, and you should see it within ten business days — though banks and card issuers add their own processing time, which is outside our control. If more than fifteen business days have passed since we approved your refund, email us and we’ll chase it.

Refunds are issued in US dollars for the amount you paid. If your card is in another currency, the amount you get back can differ slightly from the amount you were charged because of exchange rate movement between the two transactions.

Faulty items and your statutory rights

Nothing on this page reduces rights you have under consumer law where you live. If a piece is faulty or not as described, contact us and we will deal with it under those rights as well as this policy.

European Union: 14-day cooling-off period

Separately from the thirty days above, if merchandise is being shipped into the European Union you have the right to cancel or return your order within fourteen days, for any reason and without justification. The item must be in the same condition you received it — unworn or unused, with tags, in original packaging — and you’ll need the receipt or proof of purchase.

Last updated 2 November 2026. This page expands the refund policy that applies at checkout.