Refund policy

At Vourelle, we hope every piece you choose feels right from the moment it arrives. If an order is not quite what you expected, this page sets out how we handle returns, refunds and any problems along the way.

1. Contact Information

Store Name: Vourelle
Address: Blk 634 Choa Chu Kang North 6 680634
Email: info.vourelleshop@gmail.com
Phone: +65 87875990
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Singapore Time, SGT)

We aim to answer every message within one business day. Emails sent over the weekend or on Singapore public holidays are answered on the next working day.

2. Order Fulfillment and Return Location

Vourelle is a business based in Singapore. Our pieces are prepared and dispatched from partner warehouses overseas, including in China, so your parcel will usually ship from outside your country. Approved returns are sent back to that same fulfillment warehouse rather than to Singapore. Please do not post anything until we have approved your request, as we will give you the correct return address and instructions at that point. We currently deliver to the United States, the United Kingdom, Australia and Canada.

3. Returning a Piece You Have Changed Your Mind About

If you simply change your mind, you may request a return within 7 days of the date your order is delivered. Customers in the United Kingdom have 14 days from delivery to tell us they wish to cancel, and a further 14 days to send the piece back, in line with UK consumer law. To qualify, the piece must be unworn, unwashed and in the same condition you received it, with its original tags, packaging and any accessories still included. Parcels sent without an approved request, or to an address other than the one we provide, cannot be accepted.

4. Return Shipping and Inspection

For change-of-mind returns, the cost of sending the piece back is yours to cover, and we ask that you use a tracked service, since we cannot be responsible for a parcel that does not reach the warehouse. Once your return arrives, it is inspected. Pieces that show signs of wear, washing, perfume, damage or missing tags will not be accepted, and we will let you know if that is the case. An accepted return is refunded for the price of the piece. Taxes and any duties paid are not refunded.

5. Damaged or Defective Pieces

If your piece arrives damaged or with a fault, please contact us within 7 days of delivery and include clear photos or a short video showing the issue, along with your order number. For a significant defect, we will send a replacement or issue a full refund. For a smaller flaw, we may offer a partial refund or a replacement. Very minor variations, such as a loose thread, are not treated as defects. Damage to the outer shipping box alone, where the piece inside is unaffected, is not covered. You will not be asked to pay any shipping costs for a piece that arrived damaged or defective.

6. Incorrect or Missing Items

If you receive the wrong piece, or if part of your order is missing, please email us within 7 days of delivery with your order number and a photo of what arrived. We will send the correct piece or refund the affected item in full. If the color or size differs from what you ordered, we will offer a refund or send the correct one. You will not be charged for any shipping involved in putting it right.

7. Orders That Have Not Arrived

Orders are prepared within 1 to 3 business days and usually arrive within 10 to 20 business days after dispatch. Customs checks, holidays, weather and carrier delays can occasionally extend this. If your order has not arrived within 45 days of dispatch, please contact us and we will open an investigation with the carrier. Where the parcel is confirmed lost, we will send a replacement or give you a full refund. If tracking shows the order as delivered, we are unable to replace or refund it, so please check with neighbors, building reception and your local post office first. We are also unable to replace or refund an order that could not be delivered because the address entered at checkout was incomplete or incorrect, or because the parcel was refused or left uncollected.

8. Cancelling an Order

You may cancel your order for a full refund as long as it has not yet been processed by our warehouse. Since orders are prepared quickly, please email us as soon as possible. Once an order has been processed or shipped, it can no longer be cancelled, but you may request a return under the terms above once it arrives.

9. Exchanges

We do not offer direct exchanges. If you would like a different size or color, the simplest path is to return the original piece under this policy and place a new order for the one you prefer.

10. How Refunds Are Issued

Once a return passes inspection, or once we approve a claim for a damaged, incorrect or lost order, we will email you to confirm. Your refund is then issued to the original payment method. Your bank or card provider may take several business days to show it on your statement. If it has not appeared after 10 business days, please contact your bank first, then write to us and we will look into it. We are not responsible for delays caused by events outside our reasonable control, such as severe weather, carrier disruptions or other circumstances of force majeure.