SECTION 1. Damages and issues 

    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right. Make your claim at support@valentinavasilatou.com.

    SECTION 2. Exceptions / non-returnable items 

    Unfortunately, we cannot accept returns on  

    • used items 
    • sale items 

    SECTION 3. Returning an item 

    We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. 
    To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, with the hygiene sticker on, and in its original packaging. You’ll also need the receipt or proof of purchase.  
    To start a return, you can contact us at support@valentinavasilatou.com. If your return is accepted, we’ll send you instructions on how and where to send your package.

    Transportation costs for returning an item are covered by the customer.

    Items sent back to us without first requesting a return will not be accepted. 

    SECTION 4. Replacement  

    An item is eligible for a replacement if it is defective or damaged, but in the same condition that you received it, unused, with tags, with the hygiene sticker on, and in its original packaging. 

    Contact us to receive a replacement claim form.

    After contacting us and we have accepted your claim for a damaged product, we will begin the process of replacing of it. Please bear in mind that we have a limited production strategy and mostly based upon request, therefore there is a possibility that not all items are available. In that case, if there is no availability to replace the same product, we will refund you the full amount.

    Transportation costs for returning products eligible for a replacement are covered by us. Therefore, we will need you to suggest us a time and place so that we can arrange for our co-operating carrier to pick up the order. When the order is delivered to us, we will inform you and begin the delivery process of the replacement product.

    SECTION 5. Exchanges 

    Exchanges are eligible for items of the same price value. 

    If you desire to exchange your order, first send us your claim to support@valentinavasilatou.com, asking for the return of the item you have already purchased and the reason why. 

    Contact us to receive an exchange claim form.
    Once the return is accepted, follow the process of 'Returning an Item' (section 3), so that you send us back the old item. When this stage is complete, and we have received the old item, we will refund you (see section 6) and then you can make a separate purchase of the new desired item.  

    In case there is no availability for an item of the same price value, then the exchange will be considered a return.

    SECTION 6. Refunds 

    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

    Please remember it can take some time for your bank or credit card company to process and post the refund. You will not bear the additional bank transfer costs for this refund.

    You can always contact us for any return question at: support@valentinavasilatou.com.

    Eligible for full refund / partial refund