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.
Eligible items can be returned for an exchange or store credit in the form of a Vianove Studio Gift Card.
AT A GLANCE
Return Window: 30 days from delivery
Return Options: Exchange or Store Credit (Gift Card)
Refunds: Not offered at this time
Restocking Fees: None
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.
Please note: items sent back to us without first requesting a return will not be accepted.
RETURN WINDOW
Returns must be submitted within 30 days of delivery.
Returns requested outside this period, or that do not meet policy criteria, will not be accepted.
ELIGIBILITY REQUIREMENTS
• Items must be in original condition — unworn, unused, unwashed, and free of stains, pet hair, or scent.
• All original tags and packaging must be intact. Hygienic liners (if applicable) must be attached.
• Proof of purchase is required.
Items returned in non-sellable condition will not qualify for credit or exchange.
NON-RETURNABLE ITEMS
• Final Sale items cannot be returned or exchanged.
Orders beginning with "EXC" may only be returned for store credit — exchanges are not available on exchange orders.
YOUR RETURN OPTIONS
Exchange
Swap your item for a different size or colour (subject to availability). Your replacement will ship once your return has been received and processed. Exchanges are processed at the discounted amount paid for each item. If your requested item is out of stock, store credit will be issued automatically.
Store Credit
Receive a Vianove Studio Gift Card equal to your return value. Gift cards are emailed automatically once your return is processed, never expire, and can be used on any future order.
PROCESSING TIME
Once we receive and inspect your return, we'll send a confirmation email. If approved, your exchange or store credit will be issued within 7 business days.
RETURN SHIPPING
Return shipping costs are the responsibility of the customer for both domestic and international returns. We recommend obtaining proof of postage or tracking to avoid any delivery issues. In some cases we may offer alternative options, though this is not guaranteed.
Please note: original shipping costs, tips, and duties or taxes on international orders are non-refundable and not eligible for store credit.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged, faulty, or incorrect, please contact us within 5 days of delivery at sales@vianovestudio.co and we'll make it right.
To help us resolve this quickly, please include clear photos of:
• The item
• The packaging
• The shipping label or SKU
Reports made after 5 days or without required images may not be approved. All resolutions are at the sole discretion of Vianove Studio.
DELIVERED BUT NOT RECEIVED
If your order is marked as delivered but hasn't arrived, we're happy to help. Please:
• Check your mailbox, front porch, and any safe delivery spots, and ask a neighbour.
• Wait 48 hours — carriers occasionally mark packages as delivered before they actually arrive.
If your item is still missing after 48 hours, email us at sales@vianovestudio.co with your order number and confirmed shipping address. Please note: refunds are not available for orders marked as delivered — we will issue a one-time replacement instead.
WHY WE OFFER EXCHANGES & STORE CREDIT
We want to offer the best possible prices without compromising on quality or experience. Because our fabrics are crafted to be worn close to the skin, returned items can't always be resold with the level of freshness and quality our brand stands behind.
Our exchange and store credit approach allows us to:
• Ensure every customer receives a truly new, pristine piece
• Reduce waste from items that cannot be resold
• Avoid increasing prices across our collection
• Maintain premium materials while keeping Vianove Studio accessible
• Deliver a smooth, consistent, and elevated return experience
CONTACT US
Email: sales@vianovestudio.co
Customer Service: Monday to Friday, 8am – 4pm