Refund policy

 

Refund Policy

If you're not satisfied with your order, here is how returns and refunds work.

1. Return Eligibility

Returns are accepted when the following conditions are met:

• The item is returned within 7 days of the delivery date.
• The item is unworn, unused, and unwashed, with all original tags attached.
• The item is damaged, faulty, or does not match its description.

Final Sale items — including limited drops, personalised pieces, and items marked as non-returnable — are not eligible for return or refund. These will be clearly marked in the product description.

2. How to Return an Item

Contact us. Email hello@vainglorystudios.com within 7 days of receiving your order, with your order number, the item(s) you wish to return, and the reason for return. If the item arrived damaged or defective, please include photos so we can assist you as quickly as possible.

Return confirmation. We will confirm your return against your order number and provide instructions for sending the item back.

Return shipping. Package the item securely — original packaging where possible — and return it using a trackable shipping method. Customers are responsible for return shipping costs, except where the item was damaged or incorrect on our part.

We recommend a trackable shipping service. We are not responsible for returns lost in transit.

3. Refund Process

Once a returned item is received and inspected, we will process the refund and notify you by email.

• Refunds are issued to the original payment method.
• Processing typically takes 5–10 business days, depending on your bank or payment provider.
• Original shipping costs are non-refundable, except where the return is due to an error on our part.

4. Exchanges

We do not currently offer direct exchanges. To exchange an item for a different size or colour, return the original item for a refund and place a new order.

5. Made to order Items

Made to order items are made to order and are final sale — they cannot be cancelled, exchanged, or refunded once the order is placed.

By placing a made to order, you acknowledge the item will ship at a later date, and agree to review sizing and shipping timelines before purchase.

If a made to order  item arrives damaged or incorrect, contact us within 7 days of delivery.

6. Cancellations

Orders may be cancelled within 24 hours of placement. Once an order has been processed or shipped, it cannot be cancelled. To cancel, contact hello@vainglorystudios.com as soon as possible.

7. Chargebacks

Chargebacks filed during an active pre-order period will be contested with the available order and production evidence. Chargeback outcomes are determined by the customer's bank or card provider, not by Vainglory Studios.

We reserve the right to decline returns that do not meet the conditions above.

8. Contact

Questions about returns or refunds can be sent to info@vainglorystudios.com.

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Vainglory Atelier — Bespoke Commissions Policy

Made-to-Order Nature

Atelier pieces are produced exclusively for the commissioning client, handcrafted to the approved specification. Each piece is unique.

Payment

Full payment is required before production begins. Work does not commence until payment is received in cleared funds.

Production & Lead Times

Timelines provided are estimates and may vary with design complexity, material availability, and the handcrafted process involved. Delays do not constitute grounds for cancellation or refund.

Design Approval

All design details must be approved by the client before production begins. Once production has started, substantial changes cannot be accommodated.

Non-Refundable Policy

Atelier commissions are final sale and non-refundable once production has commenced — including cancellations, change of mind, or dissatisfaction with subjective aesthetic choices that matched the approved specification.

This does not affect statutory rights where applicable.

Natural Variation

Leather and handcrafted construction may vary slightly in colour, grain, texture, hardware finish, or stitching between pieces. These are characteristics of bespoke craftsmanship, not defects.

Shipping

Completed pieces are dispatched via tracked courier. Shipping timeframes vary by destination and are outside our control once dispatched. Risk transfers to the client on dispatch.

Customs, Duties & Taxes

International orders may be subject to import duties or taxes imposed by the destination country. These are the client's responsibility.

Delivery Issues

We are not responsible for delays, losses, or damage caused by couriers after dispatch, but will assist where possible in resolving issues.

Returns & Exchanges

Atelier items are not eligible for return or exchange unless they arrive damaged or materially defective. Damage claims must be reported within 48 hours of delivery, with photographic evidence.

Right to Refuse Service

We reserve the right to decline or cancel a commission before production begins, at our discretion. Any payment received will be refunded in full.

By commissioning an Atelier piece, the client agrees to these terms.