Return policy
Cancellation
We accept order cancellations before the order has been shipped.
If you wish to cancel your order, please contact our customer service team as soon as possible. If the cancellation is approved before shipment, you will receive a full refund to your original payment method.
Once an order has been shipped, it can no longer be cancelled.
Returns & After-Sales Service
Quality Issues
If your product has a confirmed quality issue, please contact our customer service team within 15 days of receiving your order.
To help us review your request, please provide:
- Your order number, or other recipient/order information that can help us locate your order
- Clear photos or videos showing the issue
- A brief description of the problem
After reviewing the information provided, we will offer an appropriate solution based on the specific circumstances.
For confirmed quality issues, we may provide a refund, replacement, or other appropriate solution, depending on the situation.
Non-Quality Issues
Non-quality issues, such as ordering the wrong size, color, or style due to personal reasons, are not eligible for refunds or exchanges.
Please carefully check the product information and selected options before placing your order.
Exchanges
Where an exchange is approved by our customer service team, the customer is responsible for the applicable return and reshipping costs.
Please contact us before returning any product. Do not send products directly back to the manufacturer or to any address without prior authorization.
Our customer service team will provide the applicable return instructions and return address after your request has been reviewed and approved.
Refunds
Once your refund request has been reviewed and approved, the refund will be issued to your original payment method within 1–3 business days.
Please note that your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
Late or Missing Refunds
If you have not received an approved refund:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing times may vary.
- Contact your bank if necessary.
If you have completed these steps and still have not received your refund, please contact our customer service team.
Product Color Differences
Slight color variations may occur due to different production batches, materials, lighting conditions, photography, or screen settings.
Reasonable color differences resulting from production batches or display conditions are not considered quality issues.
If color accuracy is particularly important to you, please contact our customer service team before placing your order to request available actual product photos or videos.
Failed Delivery Due to Customer Reasons
If a package cannot be successfully delivered due to reasons attributable to the customer, such as an incorrect or incomplete shipping address, refusal to accept the package, or inability of the carrier to contact the recipient, such situations are generally not considered product quality issues.
Any additional shipping or reshipping costs resulting from customer-provided incorrect information may be the responsibility of the customer.
Custom Products
Customized or personalized products are not eligible for returns or refunds for change-of-mind reasons, except where the product has a confirmed quality issue or where otherwise required by applicable law.
Contact Us
For returns, refunds, exchanges, or other after-sales questions, please contact:
Store Name: vinvia
Email: vinviaok@163.com
Telegram: +44 7942 873409
When contacting us regarding an existing order, please provide your order number and, where applicable, clear photos or videos showing the issue.
Please contact customer service before returning any product. The applicable return address will be provided after your return request has been reviewed and approved.
Last Updated: August 2026