Returns Policy

This policy applies to purchases made through www.victoria-helen.com. It does not affect your statutory consumer rights.

We offer a 28-day returns period for eligible purchases.

You must notify us of your intention to return an item within 28 days of receiving your order. Once you have notified us, please send the item back without undue delay and within 14 days of notifying us, unless we agree otherwise.

Items must meet the return conditions set out below.

This voluntary 28-day policy is additional to your statutory rights to cancel eligible online purchases.

For a change-of-mind return under our voluntary policy, items should be:

• Unworn, unused and unwashed.
• In their original condition.
• Returned with original tags and labels attached.
• Free from stains, make-up marks, perfume, deodorant, damage or other signs of wear.
• Returned with any original packaging and accessories supplied, where reasonably applicable.

To arrange a return:

• Email orders@victoria-helen.com with your order number and the item or items you wish to return.
• Follow the return instructions provided by our customer service team.
• Package the item securely and return it using the shipping method confirmed by our team.
• Keep your proof of postage and tracking details until your return has been processed.

Victoria Helen covers the cost of return postage for eligible returns within our 28-day returns period, including eligible UK and international returns.

To arrange a return, please contact orders@victoria-helen.com with your order number and the item you wish to return. Our customer service team will provide instructions for returning your item and explain how to access our covered return shipping service.

Please contact us before sending your return so that we can ensure the correct return arrangements are in place.

Where a prepaid return label or shipping service is available, we will provide details of how to use it. If a prepaid service is not available for your location, please contact us before paying for return shipping so we can agree the appropriate arrangement.

Items must be returned in accordance with our return conditions. We recommend retaining your proof of postage until your return has been received and processed.

If an item is faulty, damaged or incorrect, please contact us so we can arrange the appropriate return process. All applicable statutory rights, including rights relating to faulty or misdescribed goods, remain unaffected.

Once we receive your return, we will inspect the item where appropriate and notify you of the outcome.

For eligible returns under our voluntary 28-day policy, we aim to process approved refunds within 14 days of receiving the returned item.

For statutory cancellations, we will refund you within the applicable legal timeframe. For goods, this is generally within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first. Where permitted by law, we may withhold the refund until one of those events occurs.

Refunds will be made using the original payment method unless you expressly agree otherwise.

For eligible statutory cancellations, we will also refund the cost of the least expensive standard delivery option we offered for the original order. If you selected a more expensive delivery option, we are not required to refund the additional cost.

Your bank or payment provider may take additional time to display the refund.

If you would prefer a different size or colour, please contact orders@victoria-helen.com.

Exchanges are subject to stock availability. If the requested item is unavailable, we will explain the available return and refund options.

Nothing in this section limits your statutory rights.

If your order arrives faulty, damaged or incorrect, please contact orders@victoria-helen.com as soon as reasonably possible.

Please include your order number, a description of the issue and photographs where helpful.

We will review the issue and explain the appropriate next steps.

Your statutory rights under applicable consumer law are unaffected. Depending on the circumstances, these may include rights to a repair, replacement, price reduction or refund, including the applicable short-term right to reject faulty goods.

Where return shipping costs must be covered or reimbursed by us under applicable law, we will do so.

You are not restricted to our voluntary 28-day policy when exercising a separate statutory right.

Under UK consumer law, eligible online purchases generally carry a statutory right to cancel without giving a reason.

For goods, you generally have 14 days from the day after receiving the goods to notify us that you wish to cancel. You then generally have a further 14 days from notifying us to return the goods.

Certain legal exceptions apply, including some personalised or made-to-order goods.

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop. Where handling goes beyond what is necessary, a deduction for diminished value may be permitted by law.

These statutory cancellation rights are separate from our voluntary 28-day returns policy.

Certain goods may be excluded from statutory cancellation rights where a specific legal exception applies, such as certain personalised or made-to-order items.

Any exclusion will be applied only where legally permitted. Fashion garments are not automatically excluded simply because they are clothing, and sale or discounted items are not automatically excluded from returns.

Your rights relating to faulty or misdescribed goods remain unaffected.

Items purchased during a sale or promotional period are eligible for return under this policy on the same basis as other items, subject to applicable conditions.

Discounted pricing does not remove your statutory rights if an item is faulty, misdescribed or otherwise fails to meet legal requirements.

We accept eligible returns for international orders, subject to this policy and any applicable mandatory consumer protection laws.

Victoria Helen covers the cost of return postage for eligible international returns within our 28-day returns period.

Please contact orders@victoria-helen.com before sending your item back so that we can confirm the available return method and provide the appropriate instructions.

The return method and arrangements may vary depending on the delivery country. Where a prepaid return service is not available, please contact us before paying for return shipping so we can agree the appropriate arrangement.

Any applicable customs declarations or other requirements must be followed when returning goods internationally.

Nothing in this section removes a right to reimbursement or other protection where required by applicable law.

For returns, refunds or exchanges, please contact:

VHA ALDERLY LIMITED, trading as Victoria Helen

53 Portland Street, Manchester One, Manchester, M1 3LD, United Kingdom

Email: orders@victoria-helen.com

Website: www.victoria-helen.com