Refund policy
When you receive something you didn’t expect – we understand your disappointment. That’s exactly why we’re here to support you at every step of your shopping journey VAYLA!
We offer a 30-day return policy, which means you have up to 30 days from the date of receiving all ordered items in one shipment to submit a return request.
Please note that the return shipping fee must be covered by the customer, unless the original products are defective.
How to make a return?
Step 1: Click [here] to go to our contact page and submit a return request. Once submitted, our team will respond within 24 hours.
If you're unable to submit the form, please contact us at support@thevayla.com, including the following information:
- The name(s) of the item(s) you wish to return
- Your order number
- The reason for the return
- A photo of the item in its current condition
- In case of defects – detailed photos of the damaged parts
Step 2: If your return is approved, we will send you instructions on how and where to send the package back.
Step 3: Once we have received the return package, we will process your refund within 5 business days. The refund will be issued using the same payment method used for the purchase. You will receive an email confirming the completion of the return process.
Which items are eligible for return?
- Items must be unused, in original condition, and returned with complete packaging and tags.
- Items marked as Final Clearance are not eligible for return or refund.
- Items in the following categories are non-returnable: underwear, tights, socks, and accessories (excluding belts and handbags).
Swimwear can only be returned if the original hygiene liner has not been removed.
- Sets (matching items) must be returned in full – individual items from a set cannot be returned separately.
- If your order was paid exclusively with store credit, all items are treated as final sale and are non-returnable.
What is not considered a product defect?
- Loose threads, raw edges, fabric thickness, texture, or color differences caused by monitor settings.
- Dissatisfaction with style, color, or a change of mind.
- Damage caused by use, washing, improper care, alterations, or mechanical actions.
- Returns due to incorrect sizing are not considered defects – we recommend checking our size chart before ordering.
- Size variations between products of the same label size due to cut and design differences.
Where is my refund?
Your refund will be processed within 3–5 business days after the return package has arrived at our warehouse. The funds will be returned to your original payment method:
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Credit/debit card – funds will be returned to your bank account within 5 business days. Please contact your bank if the refund does not appear.
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If you paid using another online payment provider, the refund will be processed via the selected method within 5 business days of receiving the return package or cancellation request. For questions about the processing time, please contact your payment provider directly.
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VAYLA store credit – items paid exclusively with store credit are considered final sale and are non-refundable.
Important information:
- The original shipping fee is non-refundable.
- At this time, we do not offer exchanges, but you can place a new order while simultaneously initiating a return. Your refund will be processed once the return package has been received.
- Do not return items to the sender address listed on the package. Returns without a submitted request will not be accepted.
- Please make sure you do not accidentally include other (non-VAYLA) items in your return package. We are not responsible for returning such items.
- Items sent back without a prior return request will not be accepted.
- thevayla.com is not responsible for failed delivery attempts caused by customer negligence. This includes, but is not limited to, failing to confirm the shipment or providing incorrect recipient details (such as address, phone number, or name).
In such cases, we cannot issue a refund. If you notice incorrect information in your order, please contact us as soon as possible at support@thevayla.com, including your order number and the correct information.