Return & Refund Policy

RETURN POLICY

Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within fifteen (15) days from the date on which you received them from the Vendor. Returned items must be shipped back to the Vendor within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract. The products may be returned by dispatching the package through the shipping agent indicated by the Vendor, or through another shipping agent, (per the standard form pursuant to Art. 49, subsection 4 of the Consumer Code).

We also invite you to send us a return inquiry at store@viktor-rolf.com in order for us to process your returns. Confirmation of receipt of request will be handled accordingly. It is not possible to return an item in exchange for another.

Terms and Conditions of Return

*Please be kindly noted that there is a no return policy on all lingerie and underwear purchases for hygiene reasons.

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

a) Return inquiry sent directly online through returns@viktor-rolf.com or another declaration explicitly stating your decision to withdraw from the contract must be correctly completed and sent to the Vendor within fifteen (15) days from receiving the products.

b) the products must not have been used, worn or washed;

c) the identification tag must still be attached to the products, along with the disposable seal, which constitutes an integral part of the item;

d) the returned products must be in their original packaging;

e) the returned products must be delivered to the shipping agent within fourteen (14) days of when you informed the Vendor of your decision to withdraw from the contract;

f) the products must not be damaged.

If you have fulfilled all requirements set forth above, the Vendor will fully refund the price of the returned purchased products. You will only be charged for the return shipping cost, unless the Vendor expressly exempts you from these costs at the time of purchase. You will also be contacted if your return cannot be accepted because it does not comply with the conditions indicated in letters b), c) and d) of the preceding paragraph. In this case, you may choose to accept a decrease in the refund, of which you will be informed, due to the decrease in value of the returned products, or to have the purchased products redelivered to you at your expense. Should you refuse this delivery, VIKTOR&ROLF B.V. reserves the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.

Refund Times and Procedures

After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted, or, if a decrease in value of the returned products has been detected, you will receive an email informing you of the amount being deducted from the refund. Whatever form of payment you used (Credit/Debit Card), the refund procedure will start within fourteen (14) days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.

The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:

• Purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;

• Payment by PayPal (where available): refunds will be credited to your PayPal account. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card;

• Purchase by iDEAL: refund time will take 2-3 days. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;