Shipping, Returns & Refunds Policy

SHIPPING

If ordered before 12pm between Monday - Friday, we will dispatch on the same day. If ordered after 12pm, the order will be dispatched the next day. Orders placed over the weekend, will be dispatched on Monday.

Delivery time will depend on which shipping method you choose.

EXCHANGE OR RETURN FOR A REFUND

We want our customers to love their AIZU VELLE products. If you received an incorrect item, wish to make return or have a faulty product then please see below for more details.

Products can be returned within 14 days after they have been received. A new product may be exchanged for another product or returned for a refund. The product must be in original condition with all the accessories.

The customer is responsible for the shipping cost, unless the product is damaged from shipping, defective, or not what the customer ordered. In these cases, we will cover the return shipping cost. If the return is due to a change of mind or other reasons initiated by the customer, the customer will be responsible for the shipping charge, which will vary depending on the carrier selected.

EXCEPTION: We do not accept personalised product returns unless there is a defect.

Damaged Items

If you receive a damaged product, please notify us immediately for assistance.

Return Rules

• Product must be returned in its original packaging.

• Product must not be used or damaged by customer.

Most returns are processed within 5 business days after we receive your package.

The Return Process

To return products, please submit an item return request form below, to customer service. You can contact us at info@aizuvelle.com

In the event of damaged goods, please email us pictures showing the product's problem or defect when you submit the return or exchange request.

After you receive confirmation from our customer service, please send the product along with all the accessories. Please be sure to provide us with the shipping tracking number for the return. We will process your product exchange or refund after we receive your package.

REFUNDS

Once your return is received and inspected, we will send you an email that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your original payment method, within 7-15 business days.

If you haven't received your refund within that time frame, please contact your bank account or credit card company to verify whether they are processing the request.

If you have not received your refund within 15 business days, and your bank or credit card company does not see the refund, please contact us at info@aizuvelle.com

ORDER CANCELLATION

We offer a full refund if the order is cancelled within 12 hours of your purchase.

You can submit an order cancellation request to our customer service via info@aizuvelle.com, if you decide to cancel your order.

We will not accept a cancellation request after the order has been shipped.

gift

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Contact Us:

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail info@aizuvelle.com