Return & Refund

Return Eligibility

Can I return my order?

Yes. In accordance with EU consumer law, you may request a return within 14 days of receiving your order. To be eligible, the item must meet all of the following conditions:

  • Unused and in its original condition
  • Returned in the original packaging with all included accessories
  • Return request submitted within 14 calendar days of the delivery date

What items cannot be returned?

  • Items returned without original packaging
  • Products showing signs of use or with missing parts
  • Customised or made-to-order products, unless they arrived damaged or defective

If you are unsure whether your item qualifies, contact us before arranging a return.

How to Request a Return

How do I start a return?

Email us at support@vovaloopshop.com with the following:

  • Your order number
  • Your full name
  • The reason for the return
  • Clear photos or videos if the item is damaged or defective

We will confirm eligibility and provide return instructions within 24 hours on business days, or within 48 hours on weekends and public holidays.

How should I pack and send the return?

  • Pack the item securely in its original packaging
  • Use a trackable courier service
  • Keep your tracking number until the return is fully processed

Once we receive the item, we will inspect it within 3–5 business days.

Return Shipping Costs

Who pays for return shipping?

Vovaloop covers return shipping costs in the following situations:

  • The item arrived damaged
  • The item is defective
  • The wrong product was delivered

The customer is responsible for return shipping costs in the following situations:

  • Change of mind
  • Incorrect colour or style selected at the time of purchase
  • The item has no defect

We will confirm who is responsible for shipping costs before you send the item back.

Refunds

How long does a refund take?

Once the return has been received and approved, refunds are processed within 5–10 business days and returned to the original payment method. You will receive a confirmation email once the refund has been issued. Please allow additional time for your bank or payment provider to reflect the transaction.

Can I cancel my order?

Cancellations are accepted before the order has been dispatched. Contact us as soon as possible at support@vovaloopshop.com with your order number. If the order has already been shipped, a return request must be submitted after delivery instead. Customised orders cannot be cancelled once production has begun.

Damaged, Defective, or Incorrect Items

What should I do if my item arrived damaged or incorrect?

Contact us within 48 hours of delivery at support@vovaloopshop.com. Include your order number and clear photos or videos of the issue. We will review the case and advise on whether a replacement or refund is applicable, at no additional cost to you.

Contact

For return or refund enquiries, contact us at support@vovaloopshop.com.
Response time: within 24 hours on business days, within 48 hours on weekends and public holidays.
Hours: Monday to Friday, 9:00–18:00 CET / CEST. Support available in English and French.

Related pages:
Shipping Policy  |  FAQs  |  Contact Us