Refund policy

RETURN POLICY

In case you are not completely satisfied with your purchase, we allow returns on selected items. Please read our return policies before proceeding with your purchase.

CONDITIONS FOR RETURN:

• Please complete the online return request within 14 days

• Items must be returned in their original condition, with all tags attached, unused and unwashed. 

• If you are returning swimwear, please ensure that the hygiene sticker is still attached and the item is in its original condition, unused and unwashed, with all tags attached.

Returns reimbursement

Full-price items:

• Refunds on full-price items will be made either by refund to your original payment method or set as store credit. Your choice can be selected on the online return request.

Sale items ( including promotions and markdowns):

• Refunds are given as store credit only

ITEMS NOT ELIGIBLE FOR RETURN

• Bags are not eligible for return.

• Strictly no refunds are eligible on any SALE items. 

• Items received after 21 days or original shipment date

• The security tag missing or removed, are not eligible for return. 

RETURNS PROCESS TIMING

Once your return has been received, a confirmation email will be sent. After your return is accepted by TFV, please allow up to five (5) business days to complete the authorization process. Once your return is processed, refer to the chart below for refund timing.

**Subject to original expiration date. Please See Returns With Store Credit for additional details.

Please note, if your original order was placed using The Fashion Vault currency converter, your refund will be issued in your local currency and will be calculated with the same rate used when you placed your order.

RETURNS WITH PROMOTIONAL SITE CREDIT

If part of your original purchase was made with Store credit, that portion will be refunded with Store credit and subject to the original terms and conditions. Store credit refunds with an expiration date will only be valid until the original expiration date. If the original expiration date has already passed at the time of return, your site credit refund will be valid for three days after you are refunded.

NOTICE OF EXCESSIVE RETURNS

The Fashion Vault operates on a three-strike policy for clients who exhibit high-risk return behaviour. High-risk behaviour is identified as:

• Returning 5 or more items results in a strike.

• Returning purchases greater than MOP$10K results in a strike.

• Overall return rate of 85% in a 3 month period results in a strike.

Strikes are not assessed in instances of TFV (for example, an item was damaged or incorrectly listed).

If a strike is assessed, the client will be notified via email. The strike will automatically fall off the account after 12 months.

Clients who reach three strikes will be prohibited from making any returns, regardless of the reason, until the strikes fall off the account.

If your account has been flagged due to excessive returns, we ask you to contact us prior to making any purchase so we can answer any questions or concerns related to the item.

SHIPPING FEES ON RETURNS:

All international returns are at the expense of the customer.