This returns policy applies to purchases from Vimella, the storefront of ORASNOW LTD (Company No. 17555730), 191 Baring Road, London SE12 0LD, England.
Time limit
You have 30 days from delivery, not from the purchase date, to contact us about a return. Write to contact@vimella.shop and include your order number. If the item arrived damaged, defective, or not as described, please attach clear photographs.
Made-to-order items
Vimella dishes are made to order with the names, date, message, or photo you provide. We do not accept returns for a change of mind, or for typographical errors in personalization. This is stated on product pages before checkout.
Damaged, defective, or not as described
If an item arrives damaged, is defective, or is not as described, we will offer a replacement or a refund. In these cases, Vimella pays the return shipping to the United Kingdom.
Change of mind, if ever accepted
If we accept a change-of-mind return at our discretion, you pay the return shipping to our United Kingdom address.
Refunds
Approved refunds are issued to the original payment method after we inspect the returned item. Inspection and refund typically take 5–10 business days after we receive the return.
Return address
Return shipping instructions and the London return address will be provided if a return is approved. Do not send an item back before we confirm the return.