What is your return policy?
You must register your return within 14 days of receiving your order through the VSPR Returns Portal. Once you have notified us of your return, your items must be sent back within a further 14 days.
All items must be returned in their original condition, unworn and unused, with all tags and any hygiene seals attached.
Items showing signs of wear, including but not limited to stains, makeup, fake tan, deodorant, perfume, odour, hair, damage or excessive creasing beyond reasonable try-on, may be refused or may have the refund reduced to reflect any diminished value.
All returns are inspected by our warehouse team before a refund is approved.
Your statutory rights are not affected.
How will I receive my refund?
Approved refunds are issued to your original method of payment.
If you choose to use a prepaid return label provided through our Returns Portal, the cost of the return label, £2.95–£3.45 depending on the service selected, will be deducted from your refund.
Original delivery charges are non-refundable for partial returns. Additional costs paid for express or premium delivery services are non-refundable, except where required by law.
If returned items do not meet our return criteria, we reserve the right to refuse or reduce the refund to reflect any loss in value. Where a return is refused, the item may be returned to you.
How do I return an item?
Visit the VSPR Returns Portal and log in using your order details and the email address or phone number used at checkout.
Follow the instructions to register your return and select your preferred return method.
Please retain your proof of postage and tracking information until your refund has been completed.
Can I return multiple items in one parcel?
Multiple items from the same order can be returned together in one parcel.
Items from different orders must be registered separately through the Returns Portal. If returning items from different orders together, please ensure all relevant order numbers are clearly included inside the parcel.
Items returned separately may incur separate return label costs, as each parcel is processed individually.
When will I receive confirmation of my return?
You will receive an email confirmation once your return has been processed by our warehouse.
Please allow up to 7 working days from delivery to our warehouse for your return to be inspected and processed. Refunds will then be issued in accordance with the applicable refund timeframe and may take additional time to appear in your account depending on your payment provider.
Do you accept international returns?
Yes. If you are returning an item from outside the UK, you must notify us of your intention to return within 14 days of receiving your order. You must then send the item back within a further 14 days.
International returns are arranged and paid for by the customer and must be sent using a tracked service.
Returned items remain your responsibility until received by our warehouse. Please retain your proof of postage and tracking information until your refund has been completed.
For assistance, please contact help@vsprofficial.com.
Do you offer exchanges?
If you would like to request an exchange, please contact help@vsprofficial.com and we will do our best to help.
The fastest way to secure a different size, colour or style is usually to return the original item for a refund and place a new order.
What should I do if I receive a faulty or incorrect item?
We're sorry if your order isn't quite right.
Please contact help@vsprofficial.com with your order number and clear photographs of the issue so our Customer Care team can assist.
Please contact us before arranging your return so we can advise you on the appropriate return method.
What happens if my return doesn't reach your warehouse?
If you arrange your own return, the parcel remains your responsibility until it is received by our warehouse.
We strongly recommend using a tracked service and retaining your proof of postage and tracking information until your refund has been completed.
If a return cannot be tracked or verified as delivered to our warehouse, we may be unable to process a refund.
What happens if I return an incorrect item?
We are not responsible for items returned to us in error.
If an incorrect item can be located, you will be responsible for arranging and paying for its return to you. We cannot guarantee that incorrectly returned items can be located or recovered.
Can I return an item that was refused at customs or delivery?
If an international order is refused or returned to sender due to unpaid customs charges, failed customs clearance or refusal of delivery, return shipping fees and any associated customs or carrier charges will be the customer's responsibility and may be deducted from the refund.
Fair Use Policy
We want our customers to shop with confidence and understand that sometimes an item may not be quite right.
However, to protect the integrity of our returns process, we reserve the right to review, restrict or refuse future orders or access to our returns services where we identify unusual or excessive ordering and returns activity, suspected misuse, fraud or repeated breaches of our Returns Policy.
This may include, but is not limited to, repeated high-volume ordering and returns, returning items showing signs of wear or use, returning items not associated with the relevant order, claiming more items were returned than received by our warehouse, repeated claims regarding missing orders or items, or misuse of the returns or payment dispute process.
Where we identify activity that we reasonably believe breaches this policy, we may review the customer's account and take appropriate action. This may include restricting future purchases or closing the customer account.
