Return and Refund Policy
At Voyarionelle, a return is handled as a continuation of the order experience rather than a separate transaction. If a dress arrives with a problem, is different from what was ordered, or does not fit as expected, this policy explains the route from your first email through collection, assessment, replacement, or refund.
Our return service applies only to orders delivered within Hong Kong.
1. When a Dress Can Come Back to Us
You have 30 days from the date your dress is delivered to contact Voyarionelle and request a return. The request must reach us within this period, even if collection takes place later.
A return can be requested in three situations:
| Situation | Return Available? | What Happens Next |
|---|---|---|
| Dress arrives damaged or defective | Yes | We review the request and arrange collection if accepted |
| A different item was delivered | Yes | The incorrect item can be returned |
| The selected size does not fit | Yes | Return may proceed subject to the conditions below |
| Change of preference | No | Not covered by this policy |
| Other reasons | No | Not covered by our standard return process |
To begin, email outfit@voyarionelle.com and provide your order information, the item concerned, and a clear explanation of why you wish to return it. We may request additional information where reasonably necessary to assess the request.
2. Sizing Starts Before Checkout
Because fit is an accepted reason for returning a dress, we provide an appropriate size guide alongside each product description on our website.
We recommend checking this guide and comparing the stated measurements before placing an order. The guide is intended to help you make a more informed size selection, although individual fit can differ depending on body measurements and the particular dress design.
If the dress still does not fit after delivery, you may submit a return request within the 30-day period.
3. Keep the Dress Ready for Its Return
An accepted return should reach us in a condition that allows us to properly assess the item. The dress must be unworn, in its original condition, and returned with its original packaging.
Please avoid wearing, altering, washing, damaging, or otherwise modifying the dress before collection. This requirement does not prevent you from reasonably determining whether the dress fits.
If an item has been used or altered beyond what is reasonably necessary to assess it, we may be unable to process the return under these terms, subject to rights available under applicable law.
4. You Request It, We Arrange the Collection
Customers are not expected to organize return shipping themselves.
After we approve your request, Voyarionelle will arrange doorstep pickup from your Hong Kong address. We will work with you to identify a convenient collection date and time.
There is no return delivery charge, pickup fee, restocking charge, or separate return handling fee for an eligible return.
Before collection, place the dress in a protected way, inside its original packaging and have it ready at the agreed time.
5. One Working Day for Our Assessment
Once the returned dress reaches us, we take 1 working day to inspect it.
The inspection allows us to confirm the condition of the dress and verify that the returned item corresponds with the reason accepted during the return process. Once the assessment is completed and eligibility is considered, we proceed with the agreed resolution.
You may choose between a replacement, where available, and a refund for an eligible return.
6. Choosing a Replacement
If you prefer another dress or size as the applicable resolution, replacement remains subject to stock availability.
Once a replacement is ensured, it follows the same preparation and delivery process as a standard order. We allocate approximately 1 business day for internal inspection, packaging, and dispatch. Delivery then generally requires another 1–2 business days within Hong Kong.
Accordingly, a replacement normally follows an estimated 2–3 business day delivery timeline after it is prepared for processing. No delivery charge is added to an eligible replacement.
If the required replacement is unavailable, a refund can be processed instead.
7. Choosing a Refund
Because Voyarionelle operates through Cash on Delivery, eligible refunds cannot simply be reversed to an original online payment method. Refunds are therefore issued through bank transfer.
When a refund has been ensured, we will contact you through email and request the bank details reasonably required to make the transfer. Please check your information before sending it and provide fiscal details cautiously. Voyarionelle will use the supplied information for processing the applicable refund in accordance with our Privacy Policy.
After receiving the required bank details, we will initiate the bank transfer within 1 working day.
Although we initiate the payment within this period, banking processing times are outside our direct control. The amount may take approximately 7–9 business days to appear in your account, depending on your bank.
8. Returns Are Different From Cancellations
Before dispatch, you may request cancellation of an order. Once the parcel has been dispatched, however, the order can no longer be canceled.
Dispatch does not remove your return rights after delivery. If the delivered dress satisfies one of the eligible reasons in this policy, you may submit a return request within the applicable 30-day period.
9. A Final Note on Your Rights
This policy establishes the standard return arrangements offered by Voyarionelle. It is not intended to remove, limit, or override any consumer right or solution that cannot legally be excluded under applicable Hong Kong law. Where a mandatory legal requirement provides a customer with additional rights, that requirement will apply.
Questions about a return already underway, replacement availability, collection, or refund processing can be sent to outfit@voyarionelle.com. Please include enough order information for us to identify the relevant purchase and assist with your request.