Refund policy
Last updated: 15 September 2026
14-Day Returns for Standard Items
You may cancel and return an eligible jacket purchased online by notifying VYLMORA within 14 calendar days after delivery. You do not need to provide a reason.
After notifying us, please send the item back within the following 14 calendar days using the return instructions provided by Client Services.
This 14-day return right applies to jackets purchased in a standard size and colour, including standard items prepared after an order is placed.
Return Condition
You may inspect and try on the jacket as you would in a retail store. Returned items should be unworn beyond this reasonable inspection, unwashed, unaltered and returned with their original tags, accessories and protective packaging.
We may make a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to establish the item’s nature, characteristics and fit.
How to Request a Return
• Email info@vylmora.com within 14 days of delivery.
• Include your order number, the item being returned and your preferred contact details.
• Wait for the return address and instructions before sending the parcel.
• Use a tracked shipping service and retain your dispatch receipt until the return is completed.
Returns sent without contacting us first may take longer to identify and process.
Damaged, Defective, Incorrect or Incomplete Orders
Please inspect your parcel promptly after delivery and contact us as soon as reasonably possible preferably within 48 hours if an item arrives damaged, defective, incorrect or incomplete. Early notice helps us open a carrier investigation quickly, but it does not limit any non-excludable legal rights.
Evidence for transit-related claims: To verify and resolve the claim efficiently, we will ask for reasonable supporting evidence. Please record one clear, continuous video showing the parcel before the seal is opened and throughout the unboxing process. Please also take clear photographs of the outer packaging, shipping label, product and the specific issue.
If unboxing footage is genuinely unavailable, contact us with all other available evidence. The absence of a recording alone will not remove any statutory rights that cannot lawfully be excluded.
Where an item is confirmed as faulty, damaged, incorrect or incomplete, VYLMORA will provide an appropriate remedy and cover reasonable return costs where required.
Personalised and Custom-Made Items
An item made to a customer’s individual specifications or clearly personalised may be excluded from change-of-mind returns where permitted by law. This exception does not apply merely because a standard size or standard colour was prepared after ordering.
Personalised and custom-made items remain covered where they are faulty, damaged, incorrect or not as described.
Exchanges
We do not currently process direct size or colour exchanges. If an eligible standard jacket is unsuitable, request a return within the 14-day period and place a new order for the preferred size or colour.
Return Shipping Costs
For a change-of-mind return, the customer is responsible for the return-shipping cost unless applicable law requires otherwise. VYLMORA covers reasonable return costs for confirmed faulty, damaged or incorrect items where required.
Refund Timing
Approved refunds are issued to the original payment method. We will issue the refund no later than 14 calendar days after receiving the returned goods or acceptable evidence that they were sent back, as applicable. Most approved refunds are initiated within 5 - 7 business days after inspection. Your bank or payment provider may require additional time to display the funds.
Order Changes and Cancellations Before Dispatch
Contact us immediately if you need to change or cancel an order. We will assist where processing has not progressed too far. If the order has already been dispatched, an eligible customer may use the 14-day return process after delivery.
Your Legal Rights
Nothing in this policy limits rights relating to goods that are faulty, damaged, not as described or otherwise protected by applicable consumer law.
For assistance, email info@vylmora.com.