Refund policy

Great — here's the revised Return & Refund Policy for VILZ STUDIOS.

Refund & Return Policy
Last updated: July 14, 2025

We want you to love your order, but if something’s not right, we’ve got options. Please read our policy below to see how returns, exchanges, and refunds work at VILZ STUDIOS.

🕒 Return Window

You have 30 days from the date of delivery to request a return.

✅ Return Eligibility

To be eligible for a return, the item must be:

  • Unworn, unused, and unwashed

  • In its original packaging with tags attached

  • Accompanied by your order number or proof of purchase

If you’re unsure whether your item qualifies, feel free to email us at info@vilzstudios.com before sending it back.

🚚 How to Start a Return

To begin a return, email info@vilzstudios.com with your order number and reason for return. If your return is accepted, we’ll send you full return instructions.

Please do not send items back without approval — they will not be accepted.

Returns should be sent to:

VILZ STUDIOS
Building 2, No. 502–507, Yajing Youth Creative Space
Nancun Town, Panyu District
Guangzhou, Guangdong, China
📮 Postal Code: 510000

💸 Return Shipping Costs

Customers are responsible for return shipping. We recommend using a tracked shipping service and including your order number and return reason inside the package.

For international returns, please declare the package value as $10 USD or less to avoid customs delays.

🧾 Damaged, Incorrect, or Defective Items

Received the wrong item or something damaged? Email us at info@vilzstudios.com within 7 days of delivery with photos and a description of the issue. We’ll make it right ASAP.

🚫 Non-Returnable Items

We do not accept returns for:

  • Sale or discounted items

  • Gift cards

  • Personal care items (e.g. beauty products)

  • Custom or personalized products

  • Hazardous materials or flammable goods

  • Perishables (e.g. food, plants, flowers)

🔄 Exchanges

We don’t offer traditional exchanges. The fastest way is to return the item and place a new order after your return is approved.

🇪🇺 EU 14-Day Cooling-Off Period

If your order was shipped to the European Union, you have the legal right to cancel your order within 14 days of receiving it — for any reason.

Items must still be in original condition and packaging, and you must provide proof of purchase.

💰 Refunds & Store Credit

Once your return is received and inspected, we’ll notify you of the refund approval status.

  • If approved, you’ll be refunded to your original payment method or issued store credit, depending on your preference.

  • Refunds are processed within 1–5 business days, but your bank may take additional time to post it.

Store Credit:
If you opt for store credit, we’ll email you a unique code that can be used at checkout. Credit does not expire, unless otherwise stated in a promotional offer.

⏳ Late or Missing Refunds

If it’s been over 15 business days since your refund was approved and you haven’t received it:

  1. Check your bank or credit card statement again

  2. Contact your payment provider

  3. If still unresolved, contact us at info@vilzstudios.com

🧠 Partial Refunds (Case-by-Case)

In some situations (e.g. shipping too expensive for return), we may offer a partial refund instead of requiring the return. This is handled case-by-case — just reach out and we’ll find a fair solution.

❓Need Help?

We’re always here to help. For any return or refund questions, email:

📧 info@vilzstudios.com
📍 VILZ STUDIOS, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom