Refund policy
RETURN & REFUND POLICY
Last Updated: September 15, 2026
Thank you for shopping with Vanrelli.
This Return & Refund Policy explains the procedures and conditions applicable to returns, refunds, exchanges, damaged products, and cancellations for purchases made through vanrelli.com.
For assistance regarding a return, exchange, or refund, please contact:
Email: support@vanrelli.com
Website: vanrelli.com
1. ORDER PROCESSING TIME
Orders are normally processed and dispatched within 1 to 2 business days after payment has been successfully confirmed.
Business days do not include Saturdays, Sundays, or public holidays.
During promotional periods, holidays, or periods of unusually high demand, processing may occasionally take longer.
2. ESTIMATED DELIVERY TIME
Our standard estimated delivery time is:
7 to 12 business days after dispatch.
The total estimated timeframe therefore includes:
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Processing time: 1–2 business days
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Delivery time: 7–12 business days after dispatch
Delivery estimates may be affected by customs procedures, carrier delays, weather conditions, peak shopping periods, incorrect shipping information, or other circumstances outside our reasonable control.
Mandatory consumer rights remain unaffected.
3. 14-DAY RIGHT OF WITHDRAWAL — EUROPEAN UNION
If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from an eligible online purchase within 14 days without providing a reason.
The withdrawal period begins after you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must clearly notify us within the applicable 14-day period by contacting:
Please include:
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your full name;
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your order number;
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the email address used for the purchase; and
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the product or products you wish to return.
You are not required to provide a reason for exercising your statutory right of withdrawal.
4. HOW TO RETURN A PRODUCT
Before sending any product back, you must contact:
Our customer service team will provide you with the appropriate return instructions and the applicable return destination.
Do not return products to the corporate address unless specifically instructed to do so by our customer service team.
The return destination may vary depending on the product, fulfillment location, and customer's country.
Returns sent without prior instructions or to an incorrect address may experience delays in processing.
After notifying us of your withdrawal, you must send the product back without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
5. CONDITION OF RETURNED PRODUCTS
Customers may inspect and try products to the extent reasonably necessary to determine their nature, characteristics, fit, and functionality.
For footwear, we strongly recommend trying shoes on indoors on a clean and dry surface.
Returned products should, whenever reasonably possible:
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include all items originally received;
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include accessories, tags, and components supplied with the product;
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be reasonably protected during return transportation; and
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include the original packaging where available.
The absence of original packaging alone does not automatically eliminate statutory return rights.
However, where permitted by law, customers may be responsible for any reduction in the value of a product resulting from handling beyond what is reasonably necessary to inspect it.
For example, shoes that have been extensively worn outdoors may have a reduced refund value where applicable law permits such a deduction.
6. RETURN SHIPPING COSTS — CHANGE OF MIND
When a customer exercises the right of withdrawal because they:
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changed their mind;
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ordered the wrong size;
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selected the wrong color;
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no longer want the product; or
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wish to exchange a product for another size,
the customer is responsible for the direct cost of return shipping, except where applicable law requires otherwise.
We recommend using a trackable shipping service and keeping proof of shipment until the return has been completed.
7. SIZE EXCHANGES
If you wish to exchange your footwear for a different size, please contact:
Please include your order number and the size you wish to receive.
Size exchanges are subject to product availability.
For exchanges requested because the customer selected the wrong size or wishes to change sizes, the customer is responsible for the cost of shipping the original product back to the designated return location.
Our customer service team will provide the applicable return instructions.
Any additional shipping costs related to the replacement product, if applicable, will be communicated before the exchange is completed.
If the requested replacement size is unavailable, we may offer an alternative size, store solution, or refund in accordance with your applicable consumer rights.
8. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
If you receive:
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a defective product;
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a materially damaged product;
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the wrong product;
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a size different from the size ordered; or
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a product materially different from its description,
please contact us at support@vanrelli.com as soon as reasonably possible.
Please provide:
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your order number;
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a description of the issue; and
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photographs or other reasonable evidence showing the problem.
Where the product is confirmed to be defective, damaged, or incorrectly supplied, Vanrelli will bear the reasonable return shipping costs where required by applicable law.
Depending on the circumstances and applicable legal rights, the remedy may include:
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replacement;
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repair where appropriate;
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price reduction; or
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refund.
Statutory rights relating to defective or non-conforming goods remain unaffected.
9. REFUNDS UNDER THE EU RIGHT OF WITHDRAWAL
When a valid withdrawal is exercised, we will reimburse the payments received from you in connection with the returned goods.
Where required by European consumer law, this includes the cost of our least expensive standard delivery option.
If you selected an express, premium, expedited, or otherwise more expensive delivery method, the additional cost above our standard delivery option may not be refundable.
Refunds will be processed without undue delay and no later than 14 days from the date on which you notify us of your decision to withdraw.
However, where permitted by law, we may withhold the refund until:
we receive the returned goods, or you provide evidence that you have sent the goods back, whichever occurs first.
10. REFUND METHOD
Refunds will generally be issued using the same payment method used for the original purchase, unless otherwise agreed or required by law.
Vanrelli does not charge an additional refund fee for valid statutory withdrawals.
After a refund is issued, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Such processing times are controlled by the financial institution and are outside Vanrelli's control.
11. ORIGINAL SHIPPING COSTS
For qualifying withdrawals protected by European consumer law, Vanrelli will refund the cost of the least expensive standard delivery option offered for the order where required by law.
Additional charges resulting from the customer's choice of premium or expedited shipping are generally not refundable to the extent permitted by law.
The direct cost of returning a change-of-mind or size-exchange purchase remains the customer's responsibility.
12. SALE AND DISCOUNTED ITEMS
Products purchased during a sale, promotional campaign, or using a discount code remain subject to applicable statutory consumer rights.
Where a refund is approved, the refund amount will be based on the actual amount paid by the customer for the returned item.
Products are not automatically excluded from statutory return rights solely because they were purchased at a discounted price.
13. NON-RETURNABLE ITEMS
The statutory right of withdrawal may not apply to products that fall under specific legal exceptions, including where applicable:
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products made specifically to the customer's specifications;
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personalized products; or
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other products legally exempt from withdrawal rights.
Any mandatory consumer rights remain unaffected.
14. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel or modify your order before it has been dispatched, please contact:
We will make reasonable efforts to accommodate your request.
However, because orders may enter processing shortly after payment is confirmed, we cannot guarantee that an order can be modified or cancelled before dispatch.
If your order has already been dispatched, you may still exercise any applicable return or withdrawal rights after receiving it.
15. REFUSED OR UNCLAIMED DELIVERIES
If a package is refused, unclaimed, or returned because an incorrect or incomplete delivery address was provided, please contact us.
Any additional shipping or return costs may be deducted or charged only where permitted by applicable law.
Mandatory consumer rights remain unaffected.
16. LOST OR DELAYED ORDERS
If your order has not arrived within the expected delivery period, please contact:
We may open an investigation with the applicable carrier.
A delay does not automatically mean that the package has been lost.
If an order is confirmed as lost or applicable consumer law provides a right to terminate the purchase due to non-delivery, Vanrelli will provide the appropriate remedy required by law.
17. RETURN TRACKING
Customers are strongly encouraged to use a trackable shipping method when returning products.
Please retain:
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the tracking number;
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proof of postage; and
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any shipping receipt
until your return has been successfully processed.
We may request proof that the product was returned before processing a refund where permitted by law.
18. RETURN REQUESTS
To initiate a return, refund, or exchange, contact:
Email: support@vanrelli.com
Website: vanrelli.com
Please include your order number and the email address used to place the order.
Our team will provide the correct return instructions and return destination.
Returns should not be sent to our corporate address unless specifically authorized by our customer service team.
19. EUROPEAN CONSUMER RIGHTS
This Policy is intended to respect applicable European Union consumer protection laws, including the statutory right of withdrawal applicable to eligible distance purchases.
Certain EU or EEA countries may provide consumers with additional protections under national law.
Nothing in this Return & Refund Policy is intended to exclude, waive, or restrict any mandatory consumer right.
If any provision of this Policy conflicts with mandatory consumer protection legislation, the applicable mandatory law will prevail.
20. POLICY CHANGES
We may update this Return & Refund Policy from time to time to reflect changes to:
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our business operations;
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logistics procedures;
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applicable laws;
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fulfillment arrangements; or
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customer service practices.
The most current version will be available on vanrelli.com.
Changes will not retroactively reduce mandatory consumer rights applicable to purchases already made.
21. CONTACT US
If you have questions regarding returns, exchanges, cancellations, or refunds, please contact:
Vanrelli
Email: support@vanrelli.com
Website: vanrelli.com