Shipping policy
Shipping & Cancellation Policy
Dispatch Time and Order Status
All orders are estimated to be dispatched within 48 hours. We will keep you informed about your order status through email notifications throughout the processing period.
Standard Shipping Charges
Every order is subject to standard shipping charges, applied at the time of purchase. Please note that this does not include any custom duty charges.
Custom Charges and Duties
For international orders, customs charges, VAT fees, or any other applicable duties imposed by your country are the responsibility of the customer. As the importer, you must comply with your country’s customs regulations. Vilvah is not liable for any additional charges that may apply.
Refusal of Charged Orders
If you refuse to accept an order due to customs duties, the package will be destroyed by the authorities. Unfortunately, in such cases, a refund cannot be issued.
Unboxing Videos for Discrepancies
To address any discrepancies effectively, we require customers to record an unboxing video of the received order. This will help us resolve any issues and provide suitable solutions.
Rare Occurrence of Extra Charges
While we strive to list items accurately, there may be rare instances where extra fees apply. Products affected by additional charges cannot be returned or exchanged, and orders cannot be canceled for this reason.
Bulk Order Information
For bulk orders, retailing, or corporate gifting, please contact us at business@vilvah.com. Considerable discounts are offered for bulk orders, corporate gifting, and retailing. Full payment is required before processing, with a 12 working days lead time for bulk order processing.
Freebies and Coupons
You may receive freebies or coupons based on your order value/quantity or specific products. Please note that freebies and discount coupons cannot be combined.
Order Processing and Modifications
Once an order is placed and confirmed, we can help you modify your address or contact details until the order has left the warehouse. However, modifications to items in your order are not possible. We reserve the right to refuse or cancel any order at our discretion. Reasons for order cancellation may include stock unavailability, inaccuracies in product/pricing information, or misprints.
To ensure satisfaction and effective resolution of any discrepancies, customers are required to record an unboxing video of the received order. We try our best to accommodate special requests (e.g., expedited delivery, specific delivery times, or deferred delivery), but fulfillment by our courier partners cannot be guaranteed. For special requests, please contact us at care@vilvah.com.
Cancellation
-
If you wish to cancel your order, please reach out to us at care@vilvah.com with the reason for cancellation. A 10% cancellation fee will apply
-
Once orders have been processed, they cannot be canceled. We do not accept returns for orders that are refused upon delivery. In such cases, refunds will not be issued, and the package will be destroyed
We may have to cancel certain orders for reasons such as unavailability of stocks, inaccuracies in product information, or other errors. If we cannot process your order within 45 working days, we will initiate a refund. You can also cancel an order before it is processed and approved by us for a full refund. However, once an order is processed and shipped, we cannot cancel it.
Returns and Refund
Communication and Refunds:
-
-
We will notify you if any part of your order is canceled or if additional information is needed.
-
If we cannot process your order within 45 working days, a refund will be initiated and will be resolved depending on the bank's resolution period.
-
Your refund will be reflected in the source account within 5-7 working days. If you do not receive the refund after 7 days, please contact your bank.
-
Returns
At this time, we are unable to accept returns on our products.
If your order arrives damaged, or if you have specific feedback for us after opening our products, please let us know immediately upon receipt. We are happy to evaluate the issue on a case by case basis and find a solution together. The best way to reach our team is via email at care@vilvah.com
Damages and Issues
Please inspect your order upon reception and contact us immediately within 72 hours of receiving the order with images and videos if the item is defective, damaged or if you receive the wrong item, so that we can assess the issue and make it right.
Disclaimer: Vilvah never conducts any “contests” to offer any free products, cash or prizes. We will never contact you for the same. Please do not respond or share your personal information like CVV, PIN, OTP or passwords.
For assistance, contact care@vilvah.com
Please Note:
We recommend performing a patch test for all products and reviewing ingredient lists for known allergies. No exchanges, returns, or refunds will be processed for allergies, skin reactions, dislikes of fragrance, or color variations.
Orders may be canceled for reasons such as stock unavailability, inaccuracies in product information, or other errors. If we cannot process your order within 45 working days, we will initiate a refund. You may cancel an order before it is processed and approved for a full refund. Once an order is processed and shipped, cancellation is not possible.
Contact Us
If you have any questions or need assistance with your international order, please reach out to us at care@vilvah.com. We are here to help ensure a delightful shopping experience.
