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CONTINUE SHOPPINGFREQUENTLY ASKED QUESTIONS
Complimentary Shipping & Returns
How do I return an item?
There are two ways to request a return:
- Using this dedicated page
- Visit the “Order Details” section of your MY VOSSY account and select “Return this item”. This option will be available as soon as the item has been delivered and will remain available for 30 days.
Before starting, pack your item in its original packaging, together with any accessories (tote or shopping bag included), booklets, labels and the return tag. Your return item should be in its original condition, with any tags or labels still attached. Once your request has been successfully submitted, you can choose from one of two methods for your return: by courier or in-store.
Return by Courier
Without a shipping label
- Start by visiting MyDHL+ at the or using the DHL Express Mobile App and choose the country you are making the return from. Search for your nearest DHL Service Point.
- You can then take your item(s) to the DHL Service Point during opening hours. Some require you to print your return label, while others support paperless drop-off with your QR code. Find your preferred DHL Service Point by looking for the dedicated icon.
Please note:
- The QR code will be emailed to you. If you are registered with MY VOSSY, you can also download them from your “My Orders” section. Together with the QR code, you’ll also receive the shipping label. You don’t need to print it out, but it may be useful as it shows the courier’s tracking number.
- You can use it to track your returns by visiting MyDHL+ at the using the DHL Express Mobile App.
Vossy cannot be held liable if you use a courier service other than the one listed above.
With a shipping label
- Print your prepaid shipping label. This will be sent to you by email and is also available to download from your MY VOSSY account.
- Remove the original shipping label and attach the new label.
- Start by visiting MyDHL+ at the using the DHL Express Mobile App and choose the country you are making the return from. Search for your nearest DHL Service Point.
Please note:
- You can find the courier’s tracking number on your prepaid shipping label. You can use this to track your returns by visiting MyDHL+ at the using the DHL Express Mobile App.
- If you do not receive a shipping label or you cannot download it from your MY VOSSY account, please contact us.
Please note, Vossy cannot be held liable if you use a courier service other than the one listed above.
How many days do I have to exchange or return an item?
Returns and exchanges may be made within 30 days from the date of delivery by returning your item by carrier to the address on the return shipping label or to a Vossy store listed at this link.
What is your return and exchange policy?
Returns may be made within 30 days from the date of delivery by returning your item by carrier to the address on the return shipping label or to a Vossy store listed at this link.
Returned merchandise must meet the below requirements in order to be accepted for a refund:
- All items (including Vossy Beauty) must be in original condition with original tags attached. Merchandise that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact.
- Returns on items with a return tag attached will only be honored if the label has not been removed.
- Made to Order or personalized items are final sale and cannot be returned.
- Please note that intimates, including swimwear, tights, socks and lingerie can only be returned in new condition. Items should be unworn, in their original packaging and with all labels attached.
- Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. If you would like to return one of these items, please Contact Us.
- Items purchased at a Vossy store, Vossy outlet store or other retailer or distributor cannot be returned to Vossy.com. These items can be returned using the same channel of the original purchase.
For more information, please refer to our Terms of Sale.
How do I exchange an item?
To exchange your item for a different size of the same product, please use the link provided in your order confirmation email or sign in to your account and visit “My Orders.”
For all other types of exchanges, please contact VOSSY Customer Care for assistance.
Once your exchange request is approved, a prepaid return shipping label will be sent to you via email.
Please pack the item securely in its original packaging, including the cotton tote bag, accessories, instruction booklet, labels, and return tag (if applicable). Items must be unused, in new condition, and with all protective coverings intact.
Print and attach the prepaid shipping label to the package. You may arrange a pickup by contacting the carrier directly using the details provided in your return confirmation email or on the return completion page. You may also schedule a pickup through the carrier’s official website or mobile app using the tracking number found on your return label.
All returns shipped using the prepaid label provided by VOSSY are complimentary. VOSSY is not responsible for items returned using alternative carriers, and we strongly recommend using the prepaid label.
If you do not receive or cannot locate your prepaid shipping label, please contact VOSSY Customer Care for support.
You can track your return using the tracking number on your prepaid shipping label via the carrier’s website or mobile app.
Once received at our warehouse, exchange requests are processed within 14 business days.
If the item does not meet the conditions outlined in our Returns Policy, it will be sent back to you and the exchange will not be processed.
You will receive an email confirmation once your exchange has been completed.
Please note that original shipping charges are non-refundable.
Online exchanges are available only for size changes of the same item. For all other exchange requests, please contact us for assistance.
For PayPal orders, exchanges can be processed only for items of the same or lower value. If the replacement item is of lower value, the price difference will be refunded to your PayPal account.
For purchases made via Wire Transfer, exchanges for items of a lower value will receive a refund for the price difference. Exchanges for higher-value items are not permitted.
Where can I return or exchange a Collect In-Store item?
You may return or exchange your purchase within 30 days of collecting your item in store, or by contacting VOSSY Customer Care if you would like us to arrange a pickup from an address of your choice.
How long does it take for a refund to be issued?
Merchandise returned by mail to our warehouse will be processed within 14 business days of receipt. Once your return has been completed, you will receive a confirmation email. Refunds will be issued to the original form of payment. Please note that any additional fees, including charges for Saturday delivery, are non-refundable.
Are delivery charges refundable?
Additional fees for Saturday delivery are non-refundable.
Can I exchange or return an item gifted to me by someone else?
Gift items purchased on VOSSY.com may be returned. However, refunds can only be issued to the original method of payment used for the purchase.
For more details and return instructions, please refer to our Online Return Policy.
Can I return a personalised item?
Once a Made to Order or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.
