Refund policy
Return Window
We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- Unused, unworn, and in the same condition as when you received it.
- In its original packaging with all tags attached (if applicable).
- Accompanied by proof of purchase or your order confirmation.
How to Initiate a Return
To start a return, please contact us at:
Email: info@violafashion.com
Return Address:
Viola Fashion
Oude Houtlei 129, Box 202
9000 Ghent, Belgium
Once your return request is approved, we will provide you with further return instructions.
Return Shipping Costs
Customers are responsible for the cost of return shipping unless the item received is damaged, defective, or incorrect.
We do not charge any restocking fees.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible and include clear photos of the issue. We will review your claim and arrange an appropriate resolution.
Exceptions / Non-Returnable Items
The following items cannot be returned:
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Sale or clearance items.
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Gift cards.
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Products showing signs of use or damage after delivery.
Exchanges
If you would like a different item, we recommend returning the original product first. Once your return has been approved, you may place a new order for the replacement item.
Lost Packages
If your package is lost during transit, please contact us. We will investigate the shipment with the carrier.
If the package is confirmed as lost, we will either:
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Send a replacement (subject to product availability); or
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Issue a full refund.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 10 business days have passed since your refund was approved, please contact us at info@violafashion.com.
Return Information
Return Method: By Mail
Restocking Fee: None
Refund Processing Time: Up to 10 Business Days
Return Shipping Cost: Customer's responsibility unless the item is damaged, defective, or incorrect.
Order Cancellations
Orders may be cancelled free of charge before they have been processed or shipped. If you wish to cancel your order, please contact us as soon as possible.
Once an order has entered processing or has been shipped, it can no longer be cancelled. In such cases, customers should follow our standard return procedure after delivery.
Contact Information
Store Name: Viola Fashion
Company Name: Globify
Business Owner: Joffrey Aerts
Phone: +61 2 9098 4402
Email: info@violafashion.com
Business Address:
Oude Houtlei 129, Box 202
9000 Ghent, Belgium
Business Hours:
Monday – Friday
9:00 AM – 5:00 PM (AEDT)
Customer Support Response Time: Within 12–24 business hours.