Return policy
At vlaasd, we adhere to clear, efficient and professional customer service standards. We provide full support for pre-order consultation, in-order assistance and after-sales problem resolution. Please refer to the following official service rules for all inquiries and return-related matters.
1. Official Contact Information
Email: vlaasd@hotmail.com
Our official email is the exclusive channel for all customer consultations and after-sales services, covering order status inquiries, shipping tracking queries, product details and size guidance, return and refund applications, payment issue resolution and other shopping-related support.
Working Hours (EST): Monday – Friday, 9:00 AM – 6:00 PM
Messages submitted on weekends, statutory public holidays or outside official business hours will be reviewed and processed on the next available working day.
2. Response Time Policy
Standard Period: 24–48 business hours
Peak & Holiday Periods: 48–72 business hours
All customer messages are processed in the order of receipt. Repeatedly sending emails within a short period will not accelerate the reply process and may lead to system sorting delays and slower processing.
3. Efficient Inquiry Guidelines
To ensure we resolve your issues quickly and accurately, please provide complete and detailed information in your first email submission:
• Order-related issues: Valid order number, registered email or full name, and a detailed description of your problem
• Product-related issues: Clear photos or videos of defective, damaged or problematic product parts, paired with a specific text description
• Shipping-related issues: Tracking number and latest logistics status screenshots (if available)
Complete and accurate information greatly improves our work efficiency and shortens the problem-solving cycle for you.
4. Return Eligibility & Rules
We provide standardized and customer-friendly return and exchange services to guarantee a reassuring shopping experience for every customer.
Return Time Window: Customers can submit return or exchange requests within 14 calendar days after receiving their packages. Qualified return applications with complete valid tracking records are acceptable within 30 calendar days of receipt. Any return requests exceeding the 30-day validity period will be rejected.
Product Condition Requirements: All returned items must be unworn, unwashed, free of stains, odors and damage, with original tags, labels and complete original packaging intact. Delicate products with lace, beading and other fragile decorative details are not eligible for return.
Non-Returnable Items: Final-sale products, unopened intimate apparel, and customized/personalized exclusive items are non-returnable and non-refundable.
5. Standard Return Process
Submit Request: Send a service email with the subject format: Return Request - [Your Order Number]. Please include your exact order number, product style and size, specific return reason, and relevant product photos (mandatory for defective item returns).
Get RA Number: Our team will reply to your email within 2 business days. Once your return application is approved, you will receive a valid RA return authorization number, together with the official return address or pre-addressed shipping label (for defective or incorrectly shipped items). Packages without a valid RA number will be refused upon receipt.
Send Back Package: Please pack the returned items with safe and intact packaging. Customers shall bear the return shipping fees for voluntary non-defective returns. We will cover the return shipping costs for defective products or incorrectly delivered items caused by our store.
6. Refund & Resolution Policy
Item Inspection: Our warehouse and inspection team will check all returned items within 3–5 business days after receiving the package. Qualified returns that meet all return rules will be approved for full refund.
Refund Processing: Approved refunds will be initiated to your original payment method within 2 business days after inspection confirmation. Please allow an additional 5–7 business days for banks or payment platforms to complete the fund processing and arrival.
Exchange Rule: We do not support direct product exchanges. If you need a different size or style, please submit a return application for a refund first, then place a new independent order for your desired product.
7. Shipping Fee Responsibility
Customer-caused returns: For all voluntary returns due to personal reasons, all return shipping fees shall be borne by the customer.
Store-side responsible returns: We fully cover all return shipping fees for products with quality defects, shipping damage, wrong item delivery and other issues caused by our official store.