Refund policy

Return & Exchange Policy

We want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.

Returns & Exchanges Window
You may return or exchange any item within 14 days of delivery.

Eligibility Requirements
To qualify, items must be in original condition—unworn, unused, with the tags and with packaging intact. Proof of purchase is required.

Damaged or Defective Items
If your item arrives damaged or faulty, we’ll send out a replacement free of charge. Just contact us and we’ll take care of it.

How to Start a Return
Reach out to us at sales@vianovestudio.co with your order number, name, and reason for return. Please include "Return Request" in the subject line. We'll reply with step-by-step instructions on how to proceed.

Shipping Your Return
Return shipping costs are the responsibility of the customer. We recommend getting proof of postage or tracking to avoid any delivery issues.

Refund Process
Once we receive and inspect your return, we’ll send a confirmation email. If approved, your refund will be issued to the original payment method. Please allow up to 10 business days for it to reflect on your account.

We do not charge any restocking fees.

Please note, items sent back to us without first requesting a return will not be accepted.

If you have any questions at all, please contact our team.

Email: sales@vianovastudio.co

Customer Service: Monday to Friday 8am - 4pm 

Delivered But Not Received If your order is marked as delivered but hasn't arrived, we are happy to help. First check your mailbox, front porch, any safe delivery spots, and ask a neighbour. Then wait 48 hours — carriers occasionally mark packages as delivered before they actually arrive. If it is still missing after that, email us at sales@vianovastudio.co with your order number and confirmed shipping address and we will sort it out. Please note that refunds are not available for orders marked as delivered — we will issue a one-time replacement instead.