Refund policy

RETURN & REFUND POLICY

Last updated: October 2026

At Vesper Label, we want our customers to shop with confidence while maintaining fair and clear return standards.

This Return & Refund Policy applies to purchases made through vesperlabel.com. Nothing in this policy limits or excludes any mandatory consumer rights that cannot legally be waived under the laws applicable to you.

1. 14-DAY RETURN PERIOD

Subject to the exclusions set out below, you may request to return an eligible item within 14 days of receiving your order.

To exercise your right to return an item, you must contact us within this 14-day period at:

labelvesper@gmail.com

Please include:

  • your full name;

  • your order number;

  • the item(s) you wish to return; and

  • the email address used to place the order.

Once your return request has been received, we will provide you with the applicable return instructions and the return address in France.

Where mandatory consumer law grants you a statutory right of withdrawal, contacting us within the applicable statutory period will be treated as notice of your decision to withdraw.

After notifying us of your withdrawal, you must send the goods back without undue delay and, where applicable under EU consumer law, no later than 14 days after notifying us of your decision to withdraw.

2. RETURN SHIPPING COSTS

Unless the item is defective, damaged, incorrect, or we have otherwise made an error with your order, all return shipping costs are the customer's responsibility.

We do not provide prepaid return labels for change-of-mind returns unless expressly agreed otherwise.

Original shipping charges will only be refunded where required by applicable law.

Where applicable law requires the refund of the original standard delivery charge following a valid withdrawal, only the cost of our least expensive standard delivery option will be refundable. Any additional cost resulting from the customer choosing an upgraded, express or more expensive delivery method will not be refunded unless required by law.

Customers are responsible for arranging suitable return shipment.

We strongly recommend using a tracked shipping service and keeping proof of postage until the refund has been completed.

Vesper Label cannot be held responsible for a return shipment that is lost before it reaches us, except where applicable law provides otherwise.

3. RETURN ADDRESS

Returns must be sent to the return address communicated to you by Vesper Label after you contact our customer service team.

Do not send returns to an address found elsewhere or to the address shown on your original parcel unless we specifically instruct you to do so.

Sending an item to an unauthorised or incorrect address may significantly delay the processing of your return.

4. RETURN CONDITION REQUIREMENTS

Returned items must be handled only to the extent reasonably necessary to inspect their nature, characteristics, fit and condition.

To receive a full refund, returned merchandise should be:

  • unworn other than for a reasonable fitting;

  • unwashed;

  • unused;

  • unaltered;

  • free from stains;

  • free from makeup;

  • free from deodorant marks;

  • free from perfume, smoke or other noticeable odours;

  • free from pet hair or human hair;

  • free from damage caused after delivery;

  • returned with all original tags still attached where applicable; and

  • returned with any original product packaging where reasonably possible.

Items must not show signs of prolonged wear or use.

Examples of unacceptable condition may include, without limitation:

  • visible wear;

  • stretching caused by use;

  • stains;

  • makeup or fake tan;

  • strong fragrance;

  • deodorant marks;

  • washing;

  • alterations;

  • damage;

  • missing parts; or

  • contamination that was not present when the product was delivered.

Customers are entitled to inspect clothing in the same way they reasonably could in a physical store.

However, where a customer's handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and causes a reduction in their value, Vesper Label reserves the right to reduce the refund to reflect that loss in value, to the extent permitted by applicable law.

5. HYGIENE-SENSITIVE AND NON-RETURNABLE PRODUCTS

Certain products may be excluded from the right of return where permitted by applicable law, particularly where an item is sealed for health protection or hygiene reasons and the seal has been removed after delivery.

Depending on the nature and packaging of the product, this may include certain:

  • underwear;

  • lingerie;

  • panties;

  • intimate apparel;

  • swimwear where hygiene protection has been removed;

  • hosiery;

  • earrings or pierced jewellery;

  • cosmetics;

  • beauty or personal-care products;

  • other sealed hygiene-sensitive goods.

Where an item is supplied with a hygiene seal, protective strip or similar protective packaging, do not remove it if you intend to return the product.

Removal of the applicable hygiene seal may cause the item to become non-returnable where the legal conditions for the hygiene exception are satisfied.

For the avoidance of doubt, Vesper Label will not rely on this exception where applicable law requires the item to remain returnable.

6. SALE AND DISCOUNTED ITEMS

Unless an item falls within a lawful return exclusion, sale, promotional and discounted items are subject to the same statutory return rights as full-price products.

A discount or promotional price does not, by itself, remove any mandatory right of withdrawal or legal guarantee.

7. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as possible after delivery.

If your item arrives:

  • damaged;

  • defective;

  • materially different from what was ordered; or

  • you receive the wrong product,

please contact us at labelvesper@gmail.com within 48 hours of delivery whenever reasonably possible.

Please provide:

  • your order number;

  • a description of the issue;

  • clear photographs of the item;

  • clear photographs of the packaging where relevant; and

  • any other evidence reasonably necessary for us to investigate the issue.

Prompt notification helps us verify the condition of the parcel and, where appropriate, raise a claim with the carrier or supplier.

The 48-hour notification request is intended to facilitate investigation and prevent abuse. It does not remove or reduce any statutory rights or legal guarantees that cannot legally be limited.

Where Vesper Label confirms that we supplied a defective, damaged or incorrect item, we will provide an appropriate remedy in accordance with applicable law, which may include replacement, repair, refund or reimbursement of reasonable return costs.

8. REFUNDS

Once a returned item is received, we may inspect it before completing the refund.

Where a valid statutory right of withdrawal applies, refunds will be made within the time required by applicable law.

For customers protected by EU consumer law, we will refund eligible amounts no later than 14 days after being informed of the customer's decision to withdraw.

However, where permitted by law, we may withhold the refund until:

  • we have received the returned goods; or

  • you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Unless otherwise agreed with you, refunds will be issued to the original payment method.

The time taken for your bank, card issuer or payment provider to make the funds visible in your account is outside Vesper Label's control.

9. REDUCTIONS TO REFUNDS

Where legally permitted, Vesper Label may reduce a refund to account for any diminished value caused by handling beyond what was reasonably necessary to inspect the product.

The amount of any reduction will depend on the actual loss in value of the product.

A reduction may be appropriate where, for example, the item has:

  • been worn beyond a reasonable fitting;

  • been washed;

  • been stained;

  • absorbed strong perfume, smoke or other odours;

  • been damaged;

  • been altered;

  • been returned with missing components; or

  • otherwise lost resale value due to the customer's handling.

We will not impose an arbitrary penalty or deduction where prohibited by applicable consumer law.

10. EXCHANGES

We do not guarantee direct exchanges.

If you require another size, colour or product, please contact us.

Depending on stock availability and the circumstances, we may offer an exchange or ask you to return the original item and place a new order.

Any voluntary exchange arrangements are without prejudice to your mandatory statutory rights.

11. ORDER CANCELLATIONS

Orders may be cancelled before they have entered processing or fulfilment.

Once an order has begun processing, packing or fulfilment, we cannot guarantee that it can be cancelled before shipment.

If we are unable to stop the shipment, any applicable statutory right of withdrawal remains unaffected.

Please contact us as soon as possible at:

labelvesper@gmail.com

12. ORDERS MARKED AS DELIVERED

All Vesper Label orders are shipped using a service that provides shipment tracking.

Where carrier tracking records an order as delivered, that tracking information will be taken into account as important evidence when investigating a delivery claim.

If you cannot locate a parcel marked as delivered, you should first:

  • check the delivery location;

  • check with household members;

  • check with neighbours where appropriate;

  • check any designated safe place;

  • contact the relevant carrier; and

  • contact Vesper Label promptly.

We may require you to provide information reasonably necessary for us or the carrier to investigate the claim.

We may also open an investigation with the carrier and request delivery confirmation, GPS information, photographs, signature information or other available delivery evidence.

A parcel being marked as delivered does not automatically determine the customer's legal rights where mandatory consumer law requires proof that the customer or an authorised third party actually obtained possession or control of the parcel.

However, where the available evidence establishes that the parcel was properly delivered to the customer, an authorised recipient, or the customer's designated delivery location in circumstances where the risk has lawfully passed to the customer, Vesper Label will not be responsible for subsequent loss, theft or misplacement unless applicable law provides otherwise.

Fraudulent delivery claims may be refused and may be reported to the relevant payment provider, carrier or competent authorities where appropriate.

13. INCORRECT OR INCOMPLETE DELIVERY ADDRESS

Customers are responsible for ensuring that the shipping information provided at checkout is complete and accurate.

If an order cannot be delivered because the customer supplied:

  • an incorrect address;

  • an incomplete address;

  • an incorrect postal code;

  • an incorrect recipient name; or

  • other inaccurate delivery information,

please contact us immediately.

Where the order has not yet been processed, we will try to correct the address.

Once an order has entered fulfilment or has been shipped, an address change cannot be guaranteed.

Where an order is returned to us because of an incorrect or incomplete address provided by the customer, any additional shipping or return costs actually incurred may, where permitted by applicable law, be deducted from or charged separately from any refund.

14. REFUSED OR UNCLAIMED PARCELS

Customers are responsible for monitoring tracking information and taking reasonable steps to receive their order.

Where a parcel is:

  • refused without valid justification;

  • not collected from a collection point;

  • not claimed following attempted delivery; or

  • returned because the customer failed to take reasonable steps to receive it,

the parcel may be returned to us.

Where legally permitted, actual additional shipping, carrier or return costs incurred as a direct result may be deducted from any amount refundable to the customer.

A refusal or failure to collect a parcel does not necessarily constitute a valid exercise of a statutory right of withdrawal. Customers wishing to withdraw from a purchase should notify us clearly at labelvesper@gmail.com.

15. RETURN SHIPPING AND PROOF OF POSTAGE

Until a returned parcel reaches us, customers should retain:

  • the shipping receipt;

  • the tracking number; and

  • proof showing that the parcel was sent to the return address supplied by us.

If a customer cannot provide any evidence that the return was shipped and the parcel is not received, we may be unable to issue a refund.

Nothing in this section limits rights that cannot legally be excluded.

16. FRAUDULENT OR ABUSIVE CLAIMS

Vesper Label reserves the right to investigate suspected fraudulent or abusive return or refund activity.

This may include, for example:

  • submitting false photographs;

  • falsely claiming that an item was missing;

  • falsely claiming that a correctly delivered order was not received;

  • returning a different item from the one purchased;

  • returning counterfeit or substituted merchandise;

  • deliberately damaging an item in order to obtain a refund; or

  • repeatedly abusing the return process.

Where we have reasonable grounds to suspect fraud, we may request further supporting information, suspend processing while the matter is investigated, and take any lawful action available to us.

Nothing in this section permits Vesper Label to withhold a refund or statutory remedy where the customer is legally entitled to it.

17. INTERNATIONAL CUSTOMERS

Vesper Label sells internationally.

Consumer protection laws differ between countries and regions.

This policy is intended to establish our general return procedure. Where the mandatory consumer protection law applicable to a customer provides greater rights than this policy, those mandatory rights will prevail.

Customers outside France may be responsible for international return postage and any other direct return costs, unless the return results from an error for which Vesper Label is responsible or applicable law requires otherwise.

Customers should clearly identify returned goods as a commercial return where appropriate and comply with applicable customs requirements.

Vesper Label is not responsible for customs delays caused by incorrectly completed return documentation.

18. MANDATORY CONSUMER RIGHTS

Nothing in this Return & Refund Policy excludes, restricts or modifies any legal guarantee, statutory warranty, right of withdrawal or other consumer right that cannot lawfully be excluded or restricted.

If any provision of this policy conflicts with mandatory consumer protection law applicable to you, the mandatory law will prevail only to the extent of that conflict.

19. CONTACT

For return, refund or order-related questions, please contact:

Vesper Label
Email: labelvesper@gmail.com
Website: vesperlabel.com