Refund policy

Return & Refund Policy

30-Day Return Policy

At Vonea, we want you to feel confident and delighted with every purchase. If for any reason you are not completely satisfied with your order, you may request a return within 30 days of receiving your items.

To initiate a return, please contact our customer support team:

Email: contact@lojavonea.com
Phone: +44 20 7456 8912

How to Request a Return

To begin the return process, please provide:

  • Your order number

  • The item(s) you wish to return

  • The reason for your return

Return requests must be submitted within 30 calendar days of the delivery date.

Free Return Shipping

Vonea offers free return shipping on all eligible returns approved under this policy.

Once your return request has been approved, our customer support team will provide return instructions.

For your protection, we recommend retaining proof of postage until your return has been successfully processed.

Return Conditions

To be eligible for a return, items must:

  • Be unworn, unused, and in their original condition

  • Include all original tags, packaging, and accessories

  • Be free from stains, odours, damage, or signs of wear

  • Be returned within the applicable return period

Items returned in a condition that does not meet these requirements may not qualify for a refund.

Non-Returnable Items

The following items are not eligible for return:

  • Personalised or custom-made products

  • Gift cards

  • Products that have been worn, washed, altered, damaged, or used after delivery

Vonea does not designate any regular collection products as final sale. Eligible products may be returned within the applicable return period in accordance with this policy.

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 72 hours of delivery.

Please include:

  • Your order number

  • Clear photographs showing the issue

  • A brief description of the problem

Once reviewed, we will provide an appropriate resolution, which may include:

  • A replacement item

  • A full refund

  • Store credit

Missing Items

Some orders may be shipped in multiple parcels.

If you believe an item is missing:

  • Please allow up to 7 days for any remaining parcels to arrive

  • If the item has still not arrived, contact our support team with your order number

We will investigate and assist you as quickly as possible.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 14 business days.

Vonea does not charge any restocking fees for approved returns.

Depending on your payment provider, it may take additional time for the funds to appear in your account.

Orders Paid via Klarna

If you paid using Klarna, please contact us before opening a return request through Klarna.

Once your returned item has been received and approved, we will process your refund and notify Klarna accordingly.

Order Cancellations

Orders are processed quickly to ensure prompt dispatch.

If you wish to cancel an order, please contact us immediately at:

contact@lojavonea.com

If your order has already been processed or dispatched, cancellation may no longer be possible. In such cases, you may request a return after delivery in accordance with this policy.

Fair Use Policy

To maintain a fair shopping environment for all customers, Vonea reserves the right to refuse returns or restrict future purchases in cases involving:

  • Excessive return activity

  • Returned items showing signs of wear or misuse

  • Fraudulent activity

  • Abuse of promotional offers

  • Multiple accounts created to circumvent store policies

Chargebacks & Payment Disputes

We encourage customers to contact us directly before initiating a payment dispute or chargeback.

Our customer support team is committed to resolving issues fairly and efficiently.

Where fraudulent chargebacks are identified after successful delivery, Vonea reserves the right to:

  • Contest the dispute

  • Restrict future purchases

  • Recover associated administrative costs where legally permitted

Policy Updates

Vonea reserves the right to update or modify this Return & Refund Policy at any time.

The latest version will always be available on this page.

By placing an order with Vonea, you acknowledge and agree to the terms outlined in this policy.