Return & Exchange Policy

What is the return & exchange policy?

Our policy lasts 5 days from the arrival date. If 5 days have gone by since you received the item, unfortunately, we can’t offer you an exchange or return.

We accept your exchange request on products that were shipped out by us and follow the criteria below.

  • Items are faulty – damaged/broken, or soiled upon arrival. (1)
  • The print quality is blurry. (2)
  • We sent the wrong item – size, style, color. (3)
  • You want to exchange for a different size. (4)

Please make sure the item(s) has their original tag and shipping label. Then, please email us at [email protected] with the necessary information as follows:

  1. Order ID / Invoice ID (All cases)
  2. For (1), (2), and (3), a photo of the item(s) you received shows their actual problems. For (4), please tell us your desired size.

Product in the category (1), (2), and (3)

Once we receive your information and it is sufficient, we will reship a new one within 3-7 business days. The shipping time will be the same as your first product. Please be noted that if the product is faulty due to an error on our end (namely (1), (2), and (3)), the replacement is free of charge and you do not have to return the first package to us. The shipping cost for the new product is paid for by Customiss.

Product in the category (4)

When we have approved and sent you the address of our Exchange and Return Center, you must return the product(s) and pay 50% of the total product value as the exchange fee. The return shipping cost is paid by the Buyer. Customiss is not responsible for any lost or missing package and in that case, we will not ship the new product to you. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

When your return is received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you of the approval or rejection of your exchange. It takes us 1 – 3 days to check the return from its arrival.

If you are approved and you have paid for the exchange fee, we will send you a replacement with your desired size within 3-7 business days. The shipping time will be the same as your first product. The shipping cost for the new product is paid for by Customiss.

Refund Policy

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Kingdom.

Cancel order

You can only cancel your order within 6 hours from purchasing time on the same day. Please be informed that a cancellation fee (30% of your total order value) will be applied for the cancellation.

(Cancellation fee= management fee + processing fee + transaction fee)

Full refund only applied to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%

Refunds

– Our refund policy lasts 5 days. Suppose 5 days have gone by since your order’s arrival. Unfortunately, we can’t offer you a refund.

– Please make sure that the item(s) you return to us must have the original tag on them and be in the condition, namely items are faulty – damaged/broken, or soiled upon arrival and the print quality is blurry. Before your return, please email us at [email protected] with the necessary information as follows:

  1. Order ID / Invoice ID
  2. A photo of the item(s) you received shows their actual problems.

After our inspection and approval, we will send you the address of our Exchange and Return Center before you return the package to us. ViticStore only receives the returned parcels at our Exchange and Return center and does not have any responsibility and refund for the lost or missing package. You will be responsible for paying for your own shipping costs for returning your item

When your return is received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed within 3 – 5 business days. A credit will automatically be applied to your credit card or original payment method (The processing time depends on your card issuer).

Shipping costs to ship the first product(s) to you are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

If you have further inquiries, please contact us via: [email protected]