Returns & Exchanges
We hope you love the items you buy from us; we take the utmost care in ensuring our brands and products are of a high quality. Additionally, as shipping goods has an environmental impact, we hope to minimise returns by giving you as much information as possible about each product.
However, we understand that from time to time things might not be quite what you expected. So here is our policy and instructions if you ever need to return a product.
How do I request a return?
Immaculate Vegan is a multi-brand marketplace. That means that we offer products from different brands based in different countries. So you need to return your item directly to the brand supplier, not to Immaculate Vegan.
To submit a return or exchange (excluding V.GAN items), please follow this link to our return portal and follow the instructions.
If your order contains an item by the brand V.GAN, please instead email us at returns@immaculatevegan.com and we will send return instructions.
For each item you would like to return or exchange, you will need to submit a separate return request.
Once you have submitted your request, you will receive a further email with your return instructions. In most cases, this is within 1 working day but sometimes it is instant depending on the item you are returning. Please check your spam or junk folder if you do not receive it within this timeframe.
This will contain a link to pay for your return label (or a pre-paid label if the brand offers free returns in your country).
The label will contain a tracking number that you can use to check the progress of the shipment.
How long do I have to return my order?
You have 14 days from your delivery date to inform us of your desire to return an item, and then a further 14 days from the date you receive return instructions to send back the item.
Do you offer free returns?
Some of our brands offer free returns & exchanges while others do not.
Not all brands can offer free returns because our brands are small businesses who invest a lot of money in high quality materials / ingredients and manufacturing processes (including labour), and operate to very small margins.
You can find a list of our Brands and their return addresses here. Any brands that offer free returns will have a comment under the brand name mentioning free returns and in which countries or territories this applies to.
Please note that any delivery costs or import taxes you may have had to pay to receive an item cannot be refunded by us upon the return of that item.
What can be returned?
Any item – regular priced or sale price – may be returned and refunded. This includes items purchased with a promotional or discount code.
However, please note :
- custom-made products cannot be returned or refunded.
- gift cards are non-refundable but are valid for 24 months
What if an item is faulty?
Though extremely rare, if an item is faulty, the brand is responsible for paying for costs of returning the item. Please inform us if you receive a faulty item as soon as possible, by submitting a return request and choosing the "Faulty / incorrect item" return reason. You will be required to upload photos of the fault. We will then work with you and the brand to reach a resolution as quickly as possible.
How should I send back my return?
Please ensure you package your return securely to prevent any damage to the items or boxes, and include all contents that were originally provided in the box.
The return label should only be the one generated by our return portal. If you decide to return the item yourself, please notify us on customers@immaculatevegan.com to prevent any delays on processing your return.
In what condition will you accept returns?
All items returned must be in their original condition – unused, unworn, unwashed, in the original packaging and with original labels and any hygiene stickers attached (notably underwear and swimwear). Tights are not eligible to be returned for hygiene reasons, unless faulty or not as described. All beauty products must be unopened, with all seals in place. Unfortunately, our suppliers will not be able to accept any items that fail to meet these criteria.
Refunding your return
We aim to refund you as soon as we can, once your returned item has been received, inspected, and approved by the supplier.
We are legally obliged to ensure your money is refunded within 14 working days of receipt of the returned goods in a saleable condition.
Please note, for international shipments, it can take up to 30 days for a brand to receive your return due to customs clearance procedures.
Original shipping costs are not refundable unless the delivered item is faulty.
Exchanges
Most of our brand partners allow exchanges, although some only offer a return and refund. If you wish to have an exchange, please submit an exchange request through our return portal.
Import Duties
If you have had to pay import duty on a purchase, then you may be able to reclaim that from your local tax office, if you return the goods. Immaculate Vegan is not responsible for any additional customs and taxes applied to an order.
Returns & Damages
Immaculate Vegan is not liable for any items damaged or lost during delivery. If this does occur, please let us know and we will contact the brand and then follow up with you.
Cancellation policy and process
You can cancel an order that you have paid for if it has not yet been dispatched. To do this, please notify us by using the Contact Us form on our website or email us at customers@immaculatevegan.com.
If you cancel an order that has been dispatched you are obliged to pay the cost of the return shipping. Note: we are unable to refund this or the original shipping fee.
We aim to process your refund within than 5 days of receipt of goods.
Any custom-made or made-to-order products cannot be cancelled.
Note
This policy applies to products purchased from the www.immaculatevegan.com website only.
Questions?
If you have any questions about returns or cancellations that we haven’t answered, please email us at customers@immaculatevegan.com.