Orders and Shipping
Where is Vourelle based?
Vourelle is a business based in Singapore. Our pieces are prepared and shipped by partner fulfillment warehouses overseas, including in China, so your parcel will usually arrive from outside your country.
Which countries do you deliver to?
We currently deliver to the United States, the United Kingdom, Australia and Canada.
How long will my order take to arrive?
Orders are prepared within 1 to 3 business days and usually arrive 10 to 20 business days after dispatch, so most clients receive their order within 11 to 23 business days. Customs and carrier delays can occasionally add time. Full details are in our Shipping Policy.
How much does shipping cost?
Shipping is free on every order to the United States, the United Kingdom, Australia and Canada, with no minimum spend.
How can I track my order?
Once your order has shipped, you will receive a tracking number via email. You can also use the Track Order page on our website to view your shipment status in real time.
Will I pay duties or taxes on delivery?
Depending on your country, your parcel may be subject to import duties or taxes on arrival. Where these are not collected at checkout, they are paid by the recipient to the local customs authority.
Can I change or cancel my order?
Yes, as long as our warehouse has not yet begun processing it. Please email us as soon as possible with your order number. Once an order has been processed or shipped, it can no longer be changed or cancelled.
My order has not arrived. What should I do?
If your order has not arrived within 45 days of dispatch, please email us with your order number and we will open an investigation with the carrier. If tracking shows it as delivered, please check with neighbors, your building reception and your local post office first.
Returns and Refunds
Can I return a piece?
Yes. If you change your mind, you can request a return within 7 days of delivery, or within 14 days if you are in the United Kingdom. The piece must be unworn, unwashed and in its original condition with tags attached. Please email us before sending anything back, and we will give you the return address. Return shipping for change-of-mind returns is paid by the client.
What if my piece arrives damaged, faulty or incorrect?
Please email us within 7 days of delivery with your order number and clear photos. We will send a replacement or refund you, and you will not pay any shipping to put it right.
Do you offer exchanges?
We do not offer direct exchanges. To change a size or color, please return the original piece and place a new order for the one you prefer.
When will I receive my refund?
Once your return passes inspection, or your claim is approved, we refund the original payment method. Your bank may take several business days to show it on your statement. Full details are in our Return and Refund Policy.
Sizing and Fabric
How do I find my size?
Each product page includes a Size and Fit section with measurements in centimeters and inches. If you are between sizes, write to us and we will gladly help.
What are your pieces made of?
Every product page lists the fabric composition and care instructions under Fabric and Care. We only name a fabric when our supplier has confirmed it.
Payment
Which payment methods do you accept?
You can pay with major credit and debit cards and the express payment options shown at checkout for your country and device.
Which currency will I be charged in?
Prices are shown and charged in your local currency: US dollars in the United States, pounds sterling in the United Kingdom, Australian dollars in Australia and Canadian dollars in Canada. If your card is in a different currency, your bank may add its own conversion fee.
Is my payment secure?
Yes. Every payment goes through Shopify's encrypted checkout, and Vourelle never sees or stores your full card details.
Contact
How do I reach you?
Email info.vourelleshop@gmail.com or call +65 8787 5990, Monday to Friday, 9:00 AM to 6:00 PM Singapore Time (SGT). We aim to reply within one business day.