VAGO Atelier

Refund & Return Policy

Last updated: March 21, 2026

At VAGO Atelier, we want you to be completely satisfied with your purchase. This policy applies to all purchases made through the VAGO Atelier mobile application and our website at www.vagoatelier.com. If you are not happy with your order, we offer returns and refunds under the following terms.

1. Return Eligibility

You may request a return within 7 days of receiving your order, provided the following conditions are met:

  • The product is unused, unwashed, and in its original condition
  • The product is in its original packaging with all tags attached
  • You have proof of purchase (order number or order confirmation)
  • The product is not damaged due to misuse or negligence by the customer

2. Non-Returnable Items

The following items cannot be returned:

  • Products marked as "Final Sale" or "Non-Returnable" at the time of purchase
  • Customised or personalised items
  • Intimate wear and undergarments (for hygiene reasons)
  • Products with broken seals or missing tags
  • Items purchased during clearance sales (unless defective)

3. How to Initiate a Return

  1. Contact our support team at support1@vagoatelier.com within 7 days of receiving your order.
  2. Include your order number, the item(s) you wish to return, and the reason for the return.
  3. Our team will review your request and provide return instructions within 2 business days.
  4. Ship the item back to us using the provided return instructions. You are responsible for return shipping costs unless the return is due to a defect or an error on our part.

4. Inspection and Approval

Once we receive the returned item, our quality team will inspect it within 3 business days. If the return is approved:

  • We will notify you via email and in-app notification
  • A refund will be initiated to your original payment method

If the returned item does not meet our return conditions, we will notify you and may return the item to you at your expense.

5. Refund Processing

  • Refunds are processed within 5–10 business days after the return is approved.
  • The refund will be credited to the original payment method used at the time of purchase.
  • Please note that your bank or payment provider may take an additional 3–7 business days to reflect the refund in your account.
  • Shipping charges are non-refundable (unless the return is due to our error).

6. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the damaged or defective product
  • A description of the issue

We will arrange a free return pickup and provide a full refund or replacement at no additional cost.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different size, colour, or product, please return the original item for a refund and place a new order.

8. Order Cancellations

  • Orders can be cancelled before they are confirmed (while in "Pending" status) through the App or by contacting support.
  • Once an order is confirmed or shipped, it cannot be cancelled. You will need to wait for delivery and initiate a return instead.
  • Refunds for cancelled orders are processed within 3–5 business days.

9. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact our support team: