FAQs

 

What is your returns policy?

We hope you’ll enjoy your Vanesa Vinhas items for years to come. We’ve chosen high quality sustainable fabrics and timeless elegant designs for that reason. If you decide they are not for you, then you have 14 days from the date you receive your order to request a return. Please email your request to info@vanesavinhas.com.

We will reimburse you not later than 14 days after the day we receive back from you the items you are returning.

You will have to bear the cost of returning items. We don’t take responsibility for items until we receive them.

All garments must be unworn, unaltered, unwashed and have their original tags and labels attached, presented in their original packaging. Otherwise we won’t be able to issue a refund.

You will be credited on the original payment method used. This may take up to 5-7 working days to appear on your statement.

 

How do I arrange a return?

For UK customers we can arrange your return using CollectPlus economy service - which allows you to drop off parcels at 7,000 local stores. You will have to bear the cost of returning items and we will deduct the cost of this from your final reimbursement. We can arrange this with you after receiving your request to return.

For non-UK customers you will need to arrange your own carrier and bear any costs arising. Please contact us so we can arrange a suitable date for collection.

 

What if my items are damaged or incorrect?

If you have received damaged or incorrect items, please email us as soon as possible with a photo of the damage, or the incorrectly shipped item, as well as your order number in the subject line. We will respond to you as soon as possible.

 

What is your exchange policy?

We produce small batches because we believe it’s more sustainable. We therefore hold a limited amount of stock and cannot offer exchanges for other models currently. If you require a different size of the same model please contact us at info@vanesavinhas.com and we will do our best to find you a replacement. You will have to bear the cost of returning items.

 

What is my Vanesa Vinhas size?

We offer two sizes currently - S/M and M/L. We want you to check our sizing guides carefully before making a purchase to avoid disappointment. If you have any doubts about whether a size might be right for you, please check with us at info@vanesavinhas.com and we’ll be happy to help.

We don’t offer larger or smaller sizes than those currently listed on our website. As a new shop starting out, we are producing small batches. We believe this is a more sustainable approach and minimises waste. Our existing collection is also designed to offer a relaxed fit for different figures. We have indicated on the page for each item where adjustments can be made to suit different figures. We intend to restock popular models and collections, and hope to be able to offer a wider range of sizes in the future.

 

What are my shipping options?

We offer delivery free to UK customers, using Royal Mail.

We offer delivery to customers in non-UK countries with Royal Mail International for an additional charge of £5. Please also note that any duty and taxes incurred in the country of destination are the responsibility of the customer.

 

When are you restocking?

We hope to restock popular items that have sold out. You’ll find a waiting list form on the page for the sold out item you’re interested in. If you join the waiting lists it helps us to order the right level of stock and means we can give you the opportunity to pre-order restocked items before they are released to other customers. We will always be producing small batches and this is the best way to get them before they’re gone.

 

How do I care for my Vanesa Vinhas items?

We believe in slow fashion principles and want you to maximise the life of your wardrobe. These care instructions below will help you to do this.

Use short wash cycles at 30 degrees Celsius with a gentle detergent - it will reduce unnecessary water consumption and help to keep the colour of your clothes looking vibrant for longer.

Don’t tumble dry - it will damage your clothes and use unnecessary electricity. 

Iron on a low to medium heat setting - it saves energy and will help to avoid damaging the fabric.

 

Any other questions...

We want you to be satisfied with your purchase and will try to help you with any questions you have. Email us at info@vanesavinhas.com and we will get back to you as soon as we can.