Refund policy
Returns Information
We hope you love your DressVIP order, but if something is not quite right, you can return eligible items to us.
Simple returns information
Please send your return back to us within 21 days of receiving your order where possible.
This does not affect your statutory cancellation rights, which are explained in the full Returns Policy below.
Returns are not free. We do not cover the cost of returning unwanted items unless the item is faulty, damaged, or incorrect.
Please use a tracked, recorded or signed-for service and keep your proof of postage and tracking details until after your refund has been processed.
We recommend using Royal Mail’s tracked return service here:
You are not required to use Royal Mail and may use another tracked postal or courier service if you prefer.
Returned items remain your responsibility until they are received by us. We cannot accept responsibility for returns that are lost, delayed or damaged in transit before they reach us.
If you have received an item that is faulty, damaged, incorrect or not in perfect condition, please contact us before returning it so we can help get this fixed for you:
No original packaging? No problem. Please place your items in secure, non-see-through, sealable and waterproof packaging.
Items must be returned unworn, unused, unwashed, unmarked, odour-free and with all original labels and tags still attached.
Please keep orders separate. Returning more than one order in the same parcel may delay your refund.
Returns should be sent to:
DressVIP Returns
PO Box 5638
WARMINSTER DO
BA12 2DW
Late returns
If you have not told us that you wish to cancel or return your item within 14 days of receiving it, we may not be able to accept your return unless the item is faulty, damaged, incorrect, misdescribed or your statutory rights apply.
Items must be sent back within 14 days of you telling us that you wish to cancel or return your order.
Returns sent outside this timeframe may be refused.
Returns Policy
This Returns Policy applies to orders placed online at www.dressvip.com.
We hope you love your order from DressVIP. However, if something is not quite right, you may return eligible items to us in line with the policy below.
Nothing in this policy affects your statutory rights.
Contact us
For any returns questions, please contact us at:
Please include your order number, full name and the item or items you wish to return so we can help you as quickly as possible.
Your right to cancel
If you are a UK customer, you have the legal right to cancel your order within 14 days of receiving your goods.
Once you have told us that you wish to cancel or return your order, you then have a further 14 days to send the goods back to us.
To tell us you wish to cancel or return an order, please email help@dressvip.com with your order number, full name and the item or items you wish to return.
Items must then be returned to us in line with the conditions set out in this policy.
Return conditions
Items must be returned in a new, unused, unworn and resaleable condition, with all original tags, labels, packaging and hygiene seals still attached where applicable.
Please take care when trying on items. You may inspect an item as you would in a shop, but you must not wear it, use it, damage it, alter it or handle it beyond what is necessary to check the style, size and fit.
We cannot accept returns where items show signs of wear, use or damage, including but not limited to:
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make-up marks
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fake tan marks
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deodorant marks
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perfume, smoke, cooking or other odours
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pet hair
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pulled threads, snags or fabric damage
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stains, marks or soiling
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stretched fabric or misshapen garments
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missing or detached tags
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missing packaging
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signs that the item has been worn for an occasion, event, photoshoot or night out
Shoes must be tried on indoors only and returned in their original box, where supplied. Please do not use the shoe box as the outer postal packaging.
If an item is returned to us in a condition that shows it has been handled beyond what is necessary to inspect it, we may make a deduction from your refund to reflect the loss in value.
If an item is returned worn, used, marked, damaged, smelling of perfume, smoke or other odours, covered in pet hair, missing tags, missing packaging or otherwise not in a resaleable condition, we may reject the return and no refund will be issued.
We inspect all returned items before processing refunds. We may take photographs or keep records of the condition of returned items where a return is rejected or a deduction is made.
Items that cannot be returned
For hygiene reasons, we cannot accept returns of the following items unless they are faulty, damaged, incorrect or misdescribed:
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earrings or pierced jewellery
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underwear, lingerie or hosiery
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bodysuits where the hygiene seal has been removed or tampered with
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swimwear where the hygiene seal has been removed or tampered with
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beauty, cosmetic or personal care items that have been opened or used
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any item that has been altered, personalised or made to order
This does not affect your statutory rights if an item is faulty, damaged, incorrect or misdescribed.
How to return your item
We do not cover the cost of returning items for change-of-mind returns.
Customers are responsible for the cost of returning unwanted items to us unless the item is faulty, damaged, incorrect or misdescribed.
Please ensure your item is securely packed and protected so it is not damaged in transit.
Please include your order number, full name and despatch or order information inside the parcel so we can identify and process your return.
Returns should be sent to:
DressVIP Returns
PO Box 5638
WARMINSTER DO
BA12 2DW
Recommended return service
We strongly recommend returning items using a tracked service and keeping your tracking details and proof of postage until your refund has been processed.
You can arrange a Royal Mail tracked return here:
This link is provided for convenience only. You are not required to use Royal Mail and may use another tracked, recorded or signed-for postal or courier service if you prefer.
Returned items remain your responsibility until they are received by us. We cannot accept responsibility for returns that are lost, delayed or damaged in transit before they reach us.
If your return is lost or damaged before reaching us, you will need to raise this directly with the postal or courier service you used.
Delivery charges and return postage
We will refund the price you paid for the returned item or items, taking into account any discounts, offers or promotional codes applied at the time of purchase.
Original delivery charges are not refunded for partial returns.
If you cancel and return your full order within your statutory cancellation period, we will refund the cost of our standard delivery option, where a standard delivery charge was paid.
If you selected an upgraded delivery service, such as express, next-day, nominated-day or premium delivery, we will only refund up to the cost of our standard delivery option.
If your order qualified for free delivery, no delivery charge will be refunded.
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, incorrect or misdescribed.
Refunds
Once your return has been received, we will inspect the item before processing your refund.
Refunds will be made to the original payment method used to place the order.
We aim to process refunds as quickly as possible, but please allow time for your bank, card provider or payment provider to process the refund once it has been issued.
We may withhold your refund until we have received the returned goods or until you have provided proof that the goods have been sent back, whichever is earlier.
If your return is accepted, we will refund the amount due after any applicable deductions, including any deduction for loss in value where an item has been handled beyond what is necessary to inspect it.
Rejected returns
If an item is returned to us and does not meet the conditions set out in this policy, the return may be rejected and no refund will be issued.
This includes, but is not limited to, items that are worn, used, marked, damaged, smelling of perfume, smoke or other odours, covered in pet hair, missing tags, missing packaging, or otherwise not in a resaleable condition.
If a return is rejected, we will contact you using the email address provided with your order and explain why the return has not been accepted.
You will then have 14 days from the date we contact you to arrange collection or redelivery of the item at your own cost.
If the item is not collected or redelivery is not arranged within 14 days, we reserve the right to dispose of, donate or otherwise remove the item from our premises. No refund will be issued for items returned in an unacceptable condition and not collected within this timeframe.
If you are unsure whether your item is suitable for return, please contact us before sending it back at help@dressvip.com.
Faulty, damaged or incorrect items
Please check your order carefully as soon as it arrives.
If you believe your item is faulty, damaged, or incorrect please contact us at help@dressvip.com as soon as possible and within 48 hours of delivery.
Please include your order number, full name, a description of the issue and clear photographs showing the fault, damage or incorrect item.
Please do not return faulty, damaged or incorrect items without contacting us first, as this may delay your return being processed.
If your item is confirmed to be faulty, damaged, incorrect or misdescribed, we will offer a suitable resolution in line with your statutory rights. This may include a refund, replacement or repair where appropriate.
Where the return is due to a confirmed faulty, damaged, incorrect or misdescribed item, we will cover the reasonable cost of return postage.
Damage caused by normal wear and tear, misuse, accidental damage, failure to follow care instructions, or damage caused while trying on or handling the item will not be treated as a fault.
Exchanges
We are not currently able to reserve stock for exchanges.
If you would like a different size, colour or style, we recommend placing a new order and returning the unwanted item for a refund in line with this policy.
Late returns
If you have not told us that you wish to cancel or return your item within 14 days of receiving it, we may not be able to accept your return unless the item is faulty, damaged, incorrect, misdescribed or your statutory rights apply.
Items must be sent back within 14 days of you telling us that you wish to cancel or return your order.
Returns sent outside this timeframe may be refused.
Sale items and promotional orders
Sale items and items purchased using a promotional code may be returned in line with this policy unless they fall within one of the non-returnable categories listed above.
Refunds for sale or promotional items will be based on the price actually paid after any discount, offer or promotional code was applied.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or misdescribed.
Multi-buy offers, bundles and discounts
If you return part of an order that was purchased as part of a multi-buy offer, bundle, gift-with-purchase promotion or discount threshold, your refund may be adjusted to reflect the offer terms that still apply to the items you have kept.
If returning an item means your order no longer qualifies for a promotion, free gift or discount, the value of the promotion, gift or discount may be deducted from your refund.
Any free gift included with an order must also be returned if the qualifying item or order is returned. If the free gift is not returned, we may deduct its value from your refund.
Refused or undeliverable parcels
If a parcel is refused, not collected, returned to sender, or cannot be delivered because an incorrect or incomplete address was provided, we may deduct the original delivery cost and any return-to-sender or redelivery costs from any refund due, except where your statutory rights require otherwise.
Please ensure your delivery address is correct before placing your order.
Responsibility for returned goods
Returned goods remain your responsibility until they are received by us.
Please package items carefully and use a tracked, recorded or signed-for delivery service.
We are not responsible for returns that are lost, delayed or damaged in transit before reaching us.
Please keep your proof of postage and tracking details until your return has been received and your refund has been processed.
Abuse of returns
We reserve the right to refuse future orders, deactivate accounts, or restrict services where we reasonably believe our returns policy is being abused.
This may include repeated ordering and returning of worn items, excessive returns, suspected wardrobing, returning items after use for events or photoshoots, or repeatedly sending back items in an unacceptable condition.
This does not affect your statutory rights.
Questions
If you have any questions about returning an item, please contact us before sending it back: