Refund policy

VILÍLY Refund & Return Policy

Last Updated: July 2026

At VILÍLY, we stand behind the quality of our products and want every customer to shop with confidence. To ensure fairness and prevent abuse, all returns are subject to the terms outlined below.

1. 30-Day Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The return request must be submitted within 30 days of delivery.
  • The product must be returned in its original VILÍLY luxury hard-box packaging.
  • The 55ML fragrance bottle must remain at least 90% full.
  • A maximum of five (5) test sprays is permitted.
  • Returns showing more than 10% product consumption will not be eligible for a refund.

2. Restocking & Hazard Handling Fee

Due to the nature of fragrance products and hazardous goods handling requirements:

  • A $12.00 USD Restocking & Hazard Handling Fee will be deducted from all approved refunds.
  • This fee will be waived only if the return is the result of:
    • A damaged item received upon delivery
    • An incorrect item shipped by VILÍLY
    • A verified fulfillment error caused by our team

3. How to Start a Return

To request a return:

Step 1

Email returns@tvlv.shop with:

  • Your Order Number (e.g., #TVLVXXXX)
  • Your full name
  • The email address used for the order

Step 2

Attach a clear photo showing:

  • The fragrance bottle
  • Current liquid level
  • Original packaging

Step 3

Our team will review your request.

If approved, you will receive a:

Return Merchandise Authorization (RMA)

along with the return instructions and return address.

Step 4

Ship the item back using a trackable shipping service.

Customers are responsible for return shipping costs.

4. Damaged or Defective Items

If your order arrives damaged, leaking, or broken:

  • Contact returns@tvlv.shop within 48 hours of delivery
  • Include:
    • Photos of the damaged item
    • Photos of the shipping box
    • Unboxing photos or video whenever possible

Once verified, we will provide a free replacement at no additional cost.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Fragrances with more than 10% usage
  • Products missing original packaging
  • Gift cards
  • Promotional items
  • Clearance or final-sale products
  • Products damaged due to misuse or improper storage

6. Refund Processing

After the returned item is received and inspected:

  • Approved refunds will be issued to the original payment method.
  • Refunds are typically processed within 10 business days.
  • Depending on your payment provider, additional processing time may apply.

7. Order Cancellations

To maintain fast order fulfillment:

  • Orders may be cancelled within 2 hours of purchase.
  • Once an order enters processing or shipment, cancellation requests cannot be guaranteed.

To request a cancellation, please contact:

returns@tvlv.shop

as soon as possible.

Contact Us

VILÍLY Compliance & Returns Department

Email: returns@tvlv.shop

Official Website: www.tvlv.shop

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)

By placing an order on tvlv.shop, you acknowledge and agree to the terms of this Refund & Return Policy.