Refund policy

Refunds will not be issued for the following reasons:

  • an item is known to be faulty at the time of purchase

  • if labels, maker’s marks or anything identifying or adding provenance to an item have been removed

  • an item has been damaged by trying to repair it or getting someone else to do it (you may still have the right to a repair, replacement or partial refund)

  • you no longer want an item (eg because it’s the wrong size or colour) unless you bought it without seeing it (ie. online) at which point you will be entitled to a refund of the purchase price only (not shipping / packing costs).

  • unfortunately, we cannot accept returns on sale items or gift cards
  • customized items

  • we do not offer a ’buy back’ service for items purchased from us

Damages and issues:

Please check all parcels carefully upon delivery either at the post office or in the presence of the forwarding company employee. Any damages to the product must be recorded in writing and reported at the place of delivery, otherwise later claims for the damage of the goods during transport are difficult to enforce. To minimise the risk of damage, we wrap the goods carefully into the recycled cardboard boxes, bubble and shrink wraps.

If anything is there is anything wrong with the goods, we always handle the claims without delay – just contact us using any of the contact information below.

Statutory warranty applies to all goods.

 

Returns:


We have a 14-day return policy, which means you have 14 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. You’ll also need the receipt or proof of purchase as original buyer.

To start a return, you can contact us at info@victoriana.eu.

If your return is accepted, you have another 14 days to return the goods to us once you told us.
It is your responsibility to arrange and pay for the return of that time if the item is not faulty. Buyers will need to check with their local authorities to see if any customs and import taxes are applicable. Any additional customs and tax payments are the responsibility of the buyer. We are not responsible for delays due to customs.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@victoriana.eu.


Exceptions / non-returnable items 

Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Refunds
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 14 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 info@victoriana.eu.

The refund issued will be the cost of the item only and does not include packing/delivery costs to send the item to you.