RETURNS & EXCHANGES
We pride ourselves on creating beautiful products made with care. If you need to request a refund, return or exchange we ask that you take the time to read this return policy.
RETURNS FOR DAMAGED ITEMS
It happens very rarely, but every so often our couriers are not as gentle as they usually are and your order may arrive damaged or broken. If this occurs, please contact us immediately at firstname.lastname@example.org and provide a photograph of the damaged or broken item. Damaged goods returns must be requested within 7 days of receiving your purchase. We will then review the request and process a refund or send out a replacement.
INCORRECT OR MISSING ITEM
If you have received an item that is not what you had originally ordered, or you believe an item has not been included in your order, please contact us at email@example.com immediately, quoting your order number, name and address, details of the product received and product originally ordered, or missing, and whether you require a refund or replacement.
We will then be in touch with advice on how you should proceed with the return if necessary.
OUR CHANGE OF MIND POLICY
We believe in the products we sell on VIVA LA CALAVERA, therefore if an order doesn’t meet your expectations we will happily offer a store-credit or exchange, as long as the product is returned unused in its original condition within 30 days of receipt.
Please note we do not offer return or exchange for change of mind on sale items and international orders. Special order (including made-to-order and custom items) are non-refundable for change of mind reasons.
Our exchange terms are 30 days from date of purchase. Items need to be in perfect condition, tags intact and proof of purchase is required. Management have the right to refuse exchanges if the product is not deemed in good condition.
The exchange or credit will not include shipping and handling charges, and these charges will be deducted from a credit voucher or exchange value should we decide to offer one. All postage costs for returning the exchanged item are the customers responsibility to pay.
The exchange or credit will be issued when the goods are received by VIVA LA CALAVERA in original condition, including complete, undamaged product packaging where applicable. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store-credit or refund until the item has been received.
HOW DO YOU RETURN A PRODUCT PURCHASED FROM VIVA LA CALAVERA?
The first thing to do is contact us to let us know about the problem. Email us at: firstname.lastname@example.org and provide the following details:
- Your order number and the date of your order
- Your contact details including full name, address, phone number and email
- A description of the problem with photographic evidence
- Request an exchange, store credit or refund.
Once we receive your claim we will contact you to work out the best way forward, including returning the product and providing any refund or replacement.
Any questions, just get in touch!