Refund policy

How to return an item?

  • To start a return, email our customer care team at hi@getvinova.com. Include your order number, the item(s) you’d like to return, and a brief reason for the return. We’ll get back to you with return instructions and a return authorization.

 

Fees and Eligibility

  • We will provide you with a pre-paid shipping label for your return.
  • New members get a free return coupon for the first order exclusive when registering.
  • For 2nd (or more) return on the same order, shipping is at your cost. Please pack and ship the returned items to our warehouse in the United States. If you have any questions, please feel free to contact us via hi@getvinova.com.

 

How long do I have to make a return?

  • You have a maximum of 14 days from the date you've received all your purchased items in the same order to submit the return request. Your return package must be mailed out within 7 days from the date you've submitted your return request.
  • If your order consists of multiple shipments, there's no need to worry - the return period begins on the date you receive the last shipment. Please wait until the final shipment is delivered before submitting a return request.

 

Condition

  • All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable, in most cases.

 

How to ship your item(s) back?

  • If we provide you with a shipping label, print out the label and drop off the package to an eligible shipping station. You may find the nearest station below:
  • If we don’t provide you with a shipping label, please choose a carrier and ship the package to our warehouse. Please remember to update your package tracking info through email, otherwise we won’t be able to identify which return package is yours.
  • Don’t forget to keep the return receipt from the courier until your refund has been processed.
  • Wait for the package to arrive at the warehouse. It usually takes 5-25 days, depending on the distance between your location and the warehouse.
  • Please check the "Fees and Eligibility" section to see if we will provide you a shipping label.
  • More details, including the eliligible shipping station locations, or the warehouse addressess, will be sent to you via email after the return process is submitted on our app.
  • Please do not mail your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should mail it to the address on the return instruction we provide even if you are using your own shipping method.

  • Please make sure to initiate a return request through contacting hi@getvinova.com before mailing back your return(s). We do not accept returned items without a return request and are not responsible for returning your unauthorized item(s).

 

Where is my refund?

  • Your refund will be processed within 7-10 days after your returned package has arrived at our warehouse. Refunds will be issued via the original payment method.
  • Please allow an extra 3-5 days to process the returned items due to high processing volume in the warehouse.
    • If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
    • If you paid by PayPal, Klarna or other online payment providers, refunds will be sent to the PayPal, Klarna or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.
    • If you paid using a VINOVA gift card, your refund will be issued as a gift card to your VINOVA account.
    • If your order is purchased through store credits offered from a previous return, the order is not eligible for free return.

 

Exchanges

  • Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.

 

Final Sale

  • Products marked as Final Sale are not eligible for return or refund.
  • If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.
  • Items in the following categories cannot be returned or exchanged for reasons of hygiene: panties and accessories (except for scarves).

 

Still Need Help?

  • Note that Getvinova.com is not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you. If you find that your order information is wrong, please contact us via hi@getvinova.com with your order number and the correct information as soon as possible.