Widerrufsrecht

Refund, Returns & Order Issue Policy

At Visogue, we want you to shop with confidence. If there is an issue with your order, please contact us and we will do our best to help.

Returns

We accept return requests within 30 days of delivery.

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

unworn, unused, and unwashed
in its original condition
with tags attached
in its original packaging
accompanied by proof of purchase

To start a return, please contact us at visogue@visogue.com with:

your order number
the item(s) you want to return
the reason for the return
photos, if the item is damaged, defective, or incorrect

Please do not send any item back without contacting us first. Returns sent without prior approval may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is:

damaged
defective
incorrect
missing parts

please contact us within 7 days of delivery at visogue@visogue.com and include:

your order number
a clear description of the issue
clear photos and/or a video showing the problem

If the issue is confirmed, we may offer one of the following, depending on the situation:

a replacement
a partial refund
a full refund

In some cases, we may not require the item to be returned before resolving the issue.

Delayed or Missing Orders

If your order is delayed or has not arrived, please contact us and we will investigate the shipment with the carrier.

Please note that we are unable to offer a refund or replacement for delivery issues caused by:

an incorrect or incomplete shipping address provided at checkout
refusal of delivery
failure to collect the package
customs-related delays, duties, or clearance issues
orders marked as delivered by the shipping carrier unless supporting evidence shows otherwise

If a package is returned due to an incorrect address or failure to collect it, we may offer reshipment at the customer’s expense.

Cancellations

Orders may be cancelled only before they have been processed or fulfilled.

Once an order has been processed, packed, or shipped, it can no longer be cancelled.

If you would like to cancel an order, please contact us as soon as possible at visogue@visogue.com.

Non-Returnable Items

We do not accept returns for:

worn, used, washed, or altered items
items without original tags or packaging
personalized or custom-made items
gift cards
final sale items, if clearly marked as Final Sale

If an item is discounted but not marked as Final Sale, it remains eligible under this policy.

Return Shipping

If a return is approved for reasons other than damage, defect, or incorrect item, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is due to our error.

Refunds

Once your return is received and inspected, we will notify you whether your refund is approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at visogue@visogue.com.

Exchanges

We do not process direct exchanges. If you would like a different size or color, please request a return first. Once your return is approved, you may place a new order.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To qualify, the item must be unworn, unused, with tags, in its original packaging, and accompanied by proof of purchase.