Returns & Refunds
At Vessanori, we want every order to arrive as expected. If something goes wrong — whether you received the wrong item, a package was lost, or a product arrived damaged — this page explains how to get help. Because return eligibility, timeframes, and refund terms vary by situation, our support team will confirm the specific steps and conditions for your case after you reach out.
What to Have Ready
Before contacting us, gather the following so we can assist you quickly:
- Your order number
- A description of the issue
- Photos of the item or packaging, if the product is wrong or damaged
- Tracking information, if the package appears lost
Wrong Item Received
If you received a product different from what you ordered, email us at eugene@vessanori.shop with your order number and a photo of the item you received. Our team will review the case and confirm the next steps, including whether you need to send the incorrect item back and who covers return shipping.
Changed Your Mind
If you no longer want an item you ordered, contact us at eugene@vessanori.shop as soon as possible with your order number and the reason for the return. Our team will let you know whether the item qualifies for return, what condition it must be in, and any applicable time limits or shipping costs.
Package Lost in Transit
If your tracking shows no movement for an extended period or the carrier marks the package as lost, email us with your order number and the tracking number. Standard shipping to the United States and Europe takes 7–12 business days. Once we confirm the shipment is lost, our team will investigate and advise you on the available resolution.
Item Arrived Damaged
If your product arrived damaged, email us at eugene@vessanori.shop with your order number and clear photos showing the damage to both the item and the packaging. Do not discard the packaging until our team has reviewed your case. We will assess the damage and confirm the appropriate next steps.
Exchanges
If you need a different size, colour, or style, contact us with your order number and the specific option you would like. Our team will check availability and explain the process, including whether a return of the original item is required first and how any price difference is handled.
Refund Processing
Once a return or claim is approved and we receive the item or supporting evidence, refunds are processed within 1–3 business days. The time it takes for the credit to appear on your statement depends on your bank or payment provider. Your support team will confirm the refund destination and whether original shipping costs are included.
Contact Us
Vessanori
RHODOLITE PROPERTY SERVICES LIMITED
eugene@vessanori.shop
128 City Road, London, EC1V 2NX, United Kingdom
We typically respond within 1–2 business days.