RETURNS &
EXCHANGES

Our return policy allows for a 14-day period from the date your package arrives, based on the tracking information. After 14 days have elapsed, we cannot offer a refund or exchange.

To qualify for a return, the item must be unused and in the same condition as when you received it. Used products cannot be refunded or exchanged unless the item is faulty or defective.

The return package must be shipped back within a maximum of 14 days from receipt of the original package, otherwise your return will not be accepted.

Customers must contact our customer support before sending any returns. Original and return postage costs will not be reimbursed.

If you are a consumer based in the European Union, you may exercise your 14-day right of withdrawal through our online return and cancellation request system.

To submit a request, access your customer account using the same email address used for your order. You will receive a verification code by email and will then be able to request a cancellation or return where eligible.

For health and safety reasons, we cannot accept returns for swimwear and bodysuits, intimates such as stockings, and earrings.

If you return an item that is damaged, worn, or in an unsuitable condition, we will be unable to process an exchange or refund. In such cases, we may need to send the item back to you and you may be responsible for the delivery costs. This does not affect your statutory rights.

To complete your return, we require a receipt or proof of purchase. Partial refunds may be granted when an item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.

Sale items and gift cards are not eligible for returns.

As soon as you place an order, processing begins immediately, including pre-orders. Our goal is to dispatch all packages as quickly as possible.

In some cases, orders may ship the same day. Once your package has shipped, we are unable to cancel your order.

For more detailed information on cancellations, please refer to our FAQ.

Customers may use one valid coupon code at checkout. Discounts cannot be stacked and multiple discount codes cannot be used on a single purchase. Coupons cannot be applied retroactively.

If you place multiple orders within 24 hours, we can combine shipping and refund any shipping overage. If you prefer different shipping arrangements, please contact us as soon as possible.

After 24 hours, orders directed to the same address cannot be combined.

We only replace items if they are defective or damaged. If you need to exchange an item for the same product or a different clothing size, please contact us by email.

If an item is missing from your package, please email us within 7 days of receiving your package. We track this date according to the tracking number associated with your package.

If more than 7 days have passed since delivery, we cannot offer a replacement item or refund for missing items reported. Please be assured that we triple-check all orders during packaging, so missing items are not common.

To initiate a return, please email us the tracking information as soon as you ship your package.

Return shipping costs are the buyer's responsibility. Shipping costs are non-refundable. The time it takes for an exchanged product to reach you may vary depending on your location.

We recommend using a trackable shipping service or purchasing shipping insurance.

Videnoir will not be held responsible for customs fees or import taxes.

If your package is returning from outside the EU, for example Canada or USA, the following phrases should be visible on your package:

This helps avoid additional customs fees. If we are charged customs fees because the statement is missing, the amount will be deducted from your total refund.