RETURN & REFUND POLICY
Viktor&Rolf offers free returns and exchanges within 14 days from the delivery date for any item bought on viktor-rolf.com.
Free returns and exchanges are available worldwide (EU only for fragrances).
To request a return or exchange please follow the instructions and download a return label via this link.
For Fragrances, please ensure to send us the unused products in their original packaging.
Please note that items purchased on websites different to viktor-rolf.com., in franchise boutiques or from department stores, won’t be eligible for our return policy.
We kindly invite you to contact the customer service of the store you purchased the item from.
Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
A) The products must not have been used, worn or washed.
B) The identification tag must still be attached to the products, along with the disposable seal, which constitutes an integral part of the item.
C) The returned products must be in their original packaging. For sunglasses, please ensure the hangtag and polybags are included in the return package. For fragrances, please return fragrances in the original order packaging. Stick the pre-printed return label to the outside of the package (be sure to remove or cover any labels from previous shipments). Using the provided label will ensure your return is covered in the event of theft or loss during shipment to the warehouse. Products from the same order must be returned together, in one package.
D) The returned products must be delivered to the shipping agent within fourteen (14) days of when you informed us of your decision to return your order.
E) The products must not be damaged.
If you have fulfilled all requirements set forth above, we will fully refund the price of the returned purchased products.
You will also be contacted if your return cannot be accepted because it does not comply with the conditions indicated in letters b), c) and d) of the preceding paragraph. In this case, you may choose to accept a decrease in the refund, of which you will be informed, due to the decrease in value of the returned products, or to have the purchased products redelivered to you at your expense.
Should you refuse this delivery, VIKTOR&ROLF B.V. reserves the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.
Refund Times and Procedures
After we have received the returned products and checked that they meet all requirements, you will receive an e-mail that the returned products have been accepted, or, if a decrease in value of the returned products has been detected, you will receive an email informing you of the amount being deducted from the refund.
Whatever form of payment you used (Credit/Debit Card), the refund procedure will start within fourteen (14) days from when we were informed of your decision to exercise your right to return the purchased products and once we have checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
A) Purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies.
We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore, you will not suffer any interest loss.
B) Payment by PayPal (where available): refunds will be credited to your PayPal account.
Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card.
C) Purchase by iDeal: refund time will take 2-3 days.