Refund policy

Refunds

We will notify you once we’ve received and reviewed your return request. If your refund is approved, it will be automatically processed to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at viscontiatelier@gmail.com.

Returns

Can I return my order?

Yes, returns are accepted.
If you’re not satisfied with your purchase, you may return it within 30 days of delivery, provided the following conditions are met:

  • The product is complete, with all components, and the original packaging is intact.

  • Only normal handling is evident; damage caused by improper use or mishandling is not covered.

  • Hygiene-sensitive items (e.g., underwear, swimwear, etc.) are not returnable.

  • The item was defective or damaged upon arrival.

  • Return shipping costs are the responsibility of the customer.

Returns will be processed within 7 business days. If all conditions are met, your return will be officially acknowledged during this timeframe.
We reserve the right to refuse returns if the item appears used or damaged through no fault of ours.

How do I return my order?

If your order meets the return conditions above, please follow these steps:

  1. Email us at viscontiatelier@gmail.com with the following details:

    • Your order number

    • Reason for the return

    • A photo of the item (if damaged)

    • Your full name

    • Your full address

  2. Wait for our reply with the correct return address.

Important: Do not return your item to the sender's address. Use only the return address we provide to avoid complications.

Right to Cancel (Consumer Withdrawal Right)

If you are a private individual making a purchase for personal use, you have the right to cancel your order under the following terms:

A. Cancellation Policy

  • The cancellation period is 14 days from the date you (or someone on your behalf, excluding the carrier) receive the goods.

  • Since our order processing system is fully automated, cancellation is not possible once the order has shipped.

  • If the order has already shipped, you must wait to receive it and then initiate a return.

To exercise your right to cancel, send a clear statement of your decision to viscontiatelier@gmail.com.
Your cancellation is only considered complete once we receive the returned items.
Return shipping costs are the responsibility of the buyer.

Orders in Transit

Our products are shipped from Asia, which may result in longer transit times than average.
If your order is already in transit, it cannot be canceled.
Please wait until you receive the package, then begin the return process if needed.

Feel free to notify us in advance if you plan to return the item — we’ll assist you as quickly as possible.
For faster processing, please include a shipping confirmation.

Consequences of Cancellation

If you withdraw from your purchase:

  • We will refund all payments received, excluding shipping fees and any extra costs for non-standard delivery options.

  • Refunds will be processed within 14 days after we receive both your cancellation request and the returned item(s).

  • We will use the same payment method as your original transaction, unless we agree otherwise. You will not be charged any fees for the refund.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.

European Union: 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Returned items must:

  • Be in their original condition (unworn, unused, with tags, and in the original packaging).

  • Include a receipt or proof of purchase.