Policy

Returns & exchanges

Every piece is made to order. We do not accept returns or exchanges for change of mind or sizing, so please check the measurements before you order. If something arrives faulty, damaged or not as described, we repair, replace or refund it, as the law requires.

Why no change-of-mind returns

Nothing is cut until you order it, and we price close to cost. A returned piece has no second buyer, so we cannot take it back because it did not suit. Measurements for every garment are published on the design sheets, and we are happy to answer fit questions at hello@vaelle.io before you commit.

If something is wrong

If a piece arrives faulty, damaged in transit, or not what you ordered, write to hello@vaelle.io within 14 days of delivery with your order number and a photograph. We will repair it, replace it, or refund it, whichever you prefer where the law gives you that choice. We pay the return shipping in these cases.

This is the remedy the Australian Consumer Law guarantees, and we extend the same to every customer wherever they are. Nothing on this page limits any right you have under the law of your country.

Refunds

Card payments are refunded to the card used. Crypto payments are refunded in the same coin at the amount you paid, to an address you give us. Refunds are sent within 5 business days of our receiving the item or agreeing a remedy.

Cancelling an order

Write to us straight away. If cutting has not started we cancel and refund in full. Once cutting has started the order is treated like any other made-to-order piece.