Vautelle
Shipping & Returns Policy
This Shipping & Returns Policy applies to purchases made through the Vautelle online store. It explains our delivery arrangements, cancellation rights, returns and refund process.
If you have any questions, please contact
supportvautelle@gmail.com
Shipping
1. Shipping Destinations
Vautelle currently delivers to United Kingdom addresses accepted during checkout.
Customers are responsible for providing a complete and accurate delivery address. Please check your address carefully before completing your purchase.
2. Shipping Costs
Vautelle offers free standard shipping on all orders delivered to eligible United Kingdom addresses.
Any optional express or upgraded delivery service, if available, will be displayed with its applicable cost during checkout.
No undisclosed shipping charge will be added after an order has been placed.
3. Processing and Delivery Time
Our estimated total delivery timeframe is 7–15 business days from order confirmation.
This timeframe includes order processing and transportation. Business days exclude weekends and public holidays.
Delivery dates are estimates rather than guaranteed appointment dates. Delays may occasionally occur because of carrier disruption, customs processing, severe weather, public holidays, high seasonal demand or circumstances outside our reasonable control.
Unless a different timeframe has been expressly agreed with the customer, orders will be delivered without undue delay and no later than 30 calendar days after the order has been accepted.
4. Fulfilment Partners
Some Vautelle products are dispatched directly by our international fulfilment partners.
This arrangement allows products to be shipped directly to the customer without first being sent to a separate Vautelle warehouse.
Vautelle remains the retailer responsible for your order, customer service, delivery issues, returns and refunds. Customers should always contact Vautelle rather than attempting to resolve an issue directly with a fulfilment partner.
5. Separate Packages
If an order contains multiple products, they may occasionally be dispatched separately and arrive in more than one package.
Receiving only part of an order does not necessarily mean that the remaining products are missing. Separate tracking information may be provided where applicable.
6. Order Tracking
Where tracking is available, tracking details will be sent to the email address used to place the order.
Tracking information may take several days to update after dispatch.
If tracking has not updated for an extended period, please contact
supportvautelle@gmail.com
with your order number.
7. Address Changes
If you notice an error in your delivery address, contact us immediately.
We will attempt to update the address, but changes cannot be guaranteed after an order has entered processing or been dispatched.
Vautelle is not responsible for delays or failed delivery caused by an incorrect or incomplete address provided by the customer. If the parcel is returned for this reason, additional delivery costs may apply before it can be dispatched again.
8. Delayed or Missing Orders
If your order has not arrived within the estimated 7–15 business-day timeframe, please check:
- The tracking information;
- The delivery address provided;
- Whether another household member or neighbour accepted the parcel;
- Whether the carrier left a delivery notice; and
- Whether the parcel is awaiting collection.
If the order still cannot be located, contact
supportvautelle@gmail.com
with your order number. We will investigate the matter with the carrier or fulfilment partner.
If an order has not been delivered within 30 calendar days after acceptance, and no different timeframe has been expressly agreed, you may contact us to cancel the affected order and request a full refund.
Vautelle remains responsible for the goods until they are delivered to you or to a person you have identified to receive them.
9. Packages Marked as Delivered
If tracking shows that a parcel has been delivered but you have not received it, contact us promptly.
We may ask you to confirm the delivery address, check with household members or neighbours and allow a short period for the carrier’s information to be updated.
We will investigate the delivery with the relevant carrier and provide an appropriate resolution based on the result of the investigation and your applicable consumer rights.
10. Customs and Import Charges
Customers will not be required to bear customs, import or delivery charges that were not disclosed before completing the purchase.
If a carrier unexpectedly requests an import or customs payment, do not make the payment before contacting
supportvautelle@gmail.com
Vautelle will investigate the charge and provide appropriate instructions. Where an approved charge must be paid to complete delivery, Vautelle will arrange payment or reimburse the reasonable approved amount.
Returns And Refunds
11. Right to Cancel
Under UK consumer law, customers have the right to cancel most online purchases within 14 days after receiving their order, without providing a reason.
If an order is delivered in multiple packages on different dates, the cancellation period begins after the final part of the order is received.
To exercise this right, notify Vautelle within the 14-day cancellation period by emailing
supportvautelle@gmail.com
Please provide:
- Your name;
- Your order number;
- The email address used for the purchase; and
- A clear statement that you wish to cancel and return the order.
After notifying us, the eligible product must normally be returned within a further 14 days.
12. Return Instructions
Before sending a product back, contact
supportvautelle@gmail.com
to obtain the correct return instructions.
Do not send a product to the address shown on the original shipping package unless we specifically confirm that it is the authorised return destination.
The correct return destination may differ depending on the product and fulfilment location.
Contacting us first allows us to provide the correct destination and, where available, a prepaid return label.
Please retain proof of postage and tracking information until the return and refund have been completed.
13. Condition of Returned Products
Customers may inspect products only to the extent reasonably necessary to establish their nature, characteristics and condition, as they would in a physical shop.
Returned products should include their original packaging, accessories and tags where reasonably possible.
We may make a reasonable deduction from the refund if the product’s value has been reduced by handling beyond what was reasonably necessary to inspect it.
A return will not be refused solely because the original packaging is unavailable. However, missing or damaged packaging may be considered if it has materially reduced the product’s value.
These conditions do not affect your rights where a product is faulty, damaged, incorrect or not as described.
14. Return Shipping Costs
For a change-of-mind return, the customer is responsible for the direct cost of returning the product unless:
- Vautelle provides a prepaid return label;
- Vautelle agrees to cover the return cost; or
- The product is faulty, damaged, incorrect or not as described.
Where a product is faulty, damaged, incorrect or not as described, Vautelle will provide appropriate return instructions and cover the reasonable return cost.
The return benefits available to Vautelle through its fulfilment partners do not limit the customer’s rights under this policy or applicable consumer law.
15. Faulty, Damaged, Incorrect or Misdescribed Products
Please inspect your order after delivery and contact us promptly if a product is:
- Faulty;
- Damaged;
- Incorrect;
- Missing from the order; or
- Materially different from its description.
Please provide your order number, a description of the issue and clear photographs or video where reasonably possible.
During the first 30 days after delivery, customers may have the right to reject a product that is faulty, not of satisfactory quality, not fit for purpose or not as described and receive a full refund.
Consumer rights may continue after the initial 30-day period. Depending on the circumstances, an appropriate remedy may include a replacement, repair, price reduction or refund.
Vautelle’s responsibility to the customer is not dependent on whether a fulfilment partner approves a separate return or dispute.
Nothing in this policy limits your statutory consumer rights.
16. Refund Amount
For an eligible cancellation, the refund will include:
- The amount paid for the returned product; and
- The cost of the least expensive standard delivery option offered for the original order, where a delivery charge was paid.
Because Vautelle’s standard delivery is free, no separate standard delivery amount will normally have been paid.
If the customer selected a paid express or upgraded delivery service, the additional amount paid above the cost of standard delivery is not normally refundable.
A reasonable deduction may be made if the product’s value has been reduced by handling beyond what was necessary to inspect it.
17. Refund Processing
Approved refunds will be issued to the original payment method unless the customer expressly agrees to another method.
The refund will be processed without undue delay and no later than 14 days after:
- We receive the returned product; or
- We receive acceptable evidence that the product has been sent back,
whichever occurs first.
We may withhold the refund until the returned product or acceptable evidence of return is received.
Vautelle will not charge a cancellation or restocking fee for the exercise of a statutory cancellation right.
After we issue the refund, the customer’s bank or payment provider may require additional time to display it in the account.
18. Exchanges
We do not currently guarantee direct exchanges.
If you would like a different product or finish, contact us for assistance. Depending on availability, we may ask you to return the original product for a refund and place a new order.
19. Cancellations Before Dispatch
If you wish to cancel or change an order before dispatch, contact
supportvautelle@gmail.com
as soon as possible.
We will attempt to accommodate the request, but cancellation or modification cannot be guaranteed after processing has begun.
If the order has already been dispatched, you may receive it and then exercise your applicable return rights under this policy.
20. Optional Cancellation Template
You may use the following wording to notify us of a cancellation, although using this exact format is not required:
To: Vautelle —
supportvautelle@gmail.com
I hereby give notice that I wish to cancel my contract for the purchase of the following product(s):
Product(s):
Order number:
Order date:
Delivery date:
Customer name:
Customer address:
Date of cancellation:
21. Contact Us
For questions about shipping, delivery, cancellations, returns or refunds, contact:
Vautelle
Email:
supportvautelle@gmail.com
When contacting us about an existing order, please include your order number and the email address used to place the order.