Buying jewelry or a handbag online means you can't try it on first, hold it up to the light, or check how it actually sits on you before paying. That's a real leap of faith, and if something doesn't work out once it arrives, we don't want getting your money back to be another hassle on top of it.

What qualifies for a return
You've got 30 days from the day your order arrives to send it back, as long as three things are true: it hasn't been worn or used, it's still in its original packaging with tags and any authenticity card attached, and you've got your order number handy. That last one isn't us being difficult — it just lets us pull up your order fast instead of digging through records.

What we can't take back
A few categories are off-limits unless the item showed up damaged or wrong:

• Earrings, for the same hygiene reason any jewelry counter won't take them back once worn
• Anything customized or engraved specifically for you — once your name's on it, we can't resell it to someone else
• Items marked Final Sale at checkout

How to actually send something back
Email info@viloralab.store with your order number and a short note on why it's coming back — that second part genuinely helps us catch quality issues early if there's a pattern. We'll confirm you're eligible and send return instructions. Unless the item arrived damaged or we sent the wrong thing, return shipping is on you, and we'll tell you the cost upfront so nothing's a surprise later.

Getting your money back
Once your return reaches us, we check it over — usually within a couple of business days — and let you know it's approved. From there, the refund goes back to your original payment method within 7 to 10 business days. If your bank takes a little longer to actually post it to your statement, that's on their end, not ours; we've already sent it through by that point.

Exchanges
Here's the honest truth: the fastest way to get a different size or color isn't a formal "exchange" process. It's returning what you have for a refund and placing a new order for the one you actually want. That way the new item ships immediately instead of waiting on us to process the swap first — you end up with it faster either way.

If it arrived damaged or wrong
This one's different from a normal return. Reach out within 48 hours of delivery with photos of both the item and the box it came in — that timing matters because carrier damage claims usually need to be filed quickly on our end too. We'll sort out a free replacement or a full refund, whichever you'd rather have, and you won't be asked to cover return shipping for our mistake.

A quick note on international returns
If you're returning an item from outside US, hang onto your customs paperwork and shipping receipt. Occasionally customs duties already paid aren't refundable through us — those come from your government, not from Vilora Labelle, so that part of a refund may need to be claimed through your local customs office instead.

Need help?
Contact us at info@viloralab.store  for questions related to refunds and returns.