Return & Refund Policy
Return & Refund Policy
Last Updated: October 12, 2026
At Vanvilo, we want you to feel confident when shopping for handbags and accessories. If your order arrives damaged, contains a defective item, or differs from what you purchased, our customer service team is here to help.
Please review the following policy for information about order cancellations, return eligibility, return shipping costs, and refund procedures. This policy does not affect any mandatory consumer rights available under applicable law.
1. Order Cancellation
Unpaid Orders
If you have not completed payment, your order has not been paid for. You may leave the checkout process or contact our customer service team if you need assistance.
Paid Orders
If you wish to cancel a paid order, please contact us within 48 hours of placing your order.
We will make reasonable efforts to accommodate your request. However, cancellation cannot be guaranteed once the order has entered warehouse processing, packaging, or shipment.
If an order is successfully canceled after payment has been collected, the applicable refund will be processed in accordance with our refund procedures and applicable law.
Cancellation Email: service@vanvilo.com
2. Return and Refund Eligibility
We review return and refund requests on a case-by-case basis. Eligible circumstances may include:
- Damaged items: Your handbag arrives damaged during transportation.
- Defective products: The item has a manufacturing defect.
- Incorrect items: You receive a product that differs from the item you ordered.
To help us review your request, please:
- Contact us within 7 calendar days of delivery, where possible.
- Provide your order number or other valid proof of purchase.
- Describe the problem clearly.
- Include clear photographs or videos showing the issue, if applicable.
For eligible change-of-mind returns, items should generally be unused and returned in their original condition, with packaging and accessories where applicable.
Please contact our customer service team and obtain return instructions before sending an item back. Unauthorized returns may be delayed or refused where permitted by applicable law.
Nothing in this section limits statutory return, withdrawal, refund, or product-conformity rights that may apply to your purchase.
3. How to Request a Return or Refund
To start a return or refund request, contact us at:
Email: service@vanvilo.com
Please include the following information:
- Your order number.
- The email address used when placing your order.
- The name or description of the handbag purchased.
- A detailed explanation of the issue.
- Photos or videos showing the damage, defect, or incorrect item, where relevant.
Our customer service team will review the information and contact you with the next steps. If your request is approved, we will provide the applicable return instructions or explain the available resolution.
Please do not ship any item back until you have received instructions from our team, unless applicable law provides otherwise.
4. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return and the applicable legal requirements.
Returns Due to Customer Preference
For eligible returns resulting from a change of mind or an incorrect style or color selection, the customer may be responsible for return shipping costs, where permitted by law.
Damaged, Defective, or Incorrect Items
If the item is confirmed to be damaged, defective, or incorrectly supplied due to an issue attributable to us, we will review the case and provide an appropriate remedy. This may include a replacement, refund, or return shipping assistance, as applicable.
We will communicate any applicable return shipping arrangements before you send the product back.
5. Refund Processing
Once a refund has been approved, the following procedures generally apply:
- Refund Method: Refunds are normally issued to the original payment method.
- Processing Time: Refunds are generally initiated within 5–10 business days after approval.
- Bank Processing: The time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
- Confirmation: We will send a confirmation email when the refund has been processed, where applicable.
The total time required to receive a refund may vary depending on your payment provider and financial institution.
If a different refund arrangement is necessary, it will be handled in accordance with applicable law and communicated to you where appropriate.
6. Delayed or Missing Refunds
If your approved refund has not appeared in your account within the expected period, we recommend the following steps:
- Check your original payment account and recent transactions.
- Contact your bank or card issuer to ask whether the refund is still being processed.
- Confirm whether the standard processing period has elapsed.
- Contact our customer service team if the refund remains outstanding.
Refund Assistance: service@vanvilo.com
Please provide your order number and any available refund confirmation details so we can help investigate the issue.
7. Exchanges and Replacements
If you receive a damaged, defective, or incorrect handbag, please contact us before returning the item.
Depending on product availability and the circumstances of your request, we may offer a replacement, refund, or another appropriate solution.
All exchanges and replacements are subject to product availability, applicable store policies, and mandatory consumer protection requirements.
8. Important Return Instructions
Before returning an item, please ensure that:
- You have contacted our customer service team and received the relevant instructions.
- The product is securely packaged to reduce the risk of additional damage during transit.
- Any required order information is included as instructed.
- You retain your return tracking information and proof of shipment, where available.
Please use the return address and shipping instructions specifically provided by our customer service team. Do not send returns to the company registered address unless we explicitly instruct you to do so.
9. Contact Us
For questions about order cancellations, returns, replacements, or refunds, please contact our customer service team.
Website: vanvilo.com
Customer Service Email: service@vanvilo.com
Customer Service Phone: +852 47485867
When contacting us, please include your order number and the email address associated with your purchase so we can identify your order and assist you more efficiently.
10. Company Information
Website Operator: YUNNENG TECHNOLOGY LIMITED
Business License Entity: YUNNENG TECHNOLOGY LIMITED
Registered Address:
WORKSHOP 251 ON 3/F,
JOIN-IN HANG SING CTR 2-16,
KWAI FUNG CRESCENT,
KWAI CHUNG,
NT,
HONG KONG
Thank you for choosing Vanvilo. We appreciate your trust and are committed to helping you resolve any concerns about your purchase.