Returns

UK RETURNS
Merchandise must be returned via recorded delivery within 14 working days of receipt in original condition (unworn, unwashed, unaltered) with tags attached. Please send precise information of any faults to customercare@virgoslounge.com with the subject FAULT before making returns, as well as a detailed note within your returns.

We now offer a simple and free returns service for all UK orders.

You may return any item within 14 days of receipt for a full refund provided the item is in its original, unused condition.

To return an item, simply follow the steps below:

    1. Repackage the item in the original box and packaging.
    2. Please refer to top of your returns form for link to returns label, alternatively if you no longer have a copy of your returns form contact customercare@virgoslounge.com for a returns label link. 
    3. Once you have the link, print the label and Take your parcel to any Post Office counter and obtain proof of postage. Please do not post the package through the post box as you will need the Post Office receipt.
    4. If you have any issues with generating your label or returning your order please contact customercare@virgoslounge.com with your order number in subject (please do not reply to confirmation emails).

We kindly ask that you allow 10-14 WORKING DAYS for refunds to be processed, once received and inspected. Once your refund has been processed please allow 3-5 working days for funds to reflect in account, depending on banking provider. Please log into your account for confirmation of refund.

We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.

INTERNATIONAL RETURNS

Merchandise must be returned via recorded delivery within 14 working days of receipt in original condition (unworn, unwashed, unaltered) with tags attached. Please send precise information of any faults to customercare@virgoslounge.com with the subject FAULT before making returns, as well as a detailed note within your returns.

You may return any item within 14 days of receipt for a full refund provided the item is in its original, unused condition.

For easy international returns, we have provided the services of our fulfilment partner Global-E, this is only for orders placed through our fulfilment partner Global E (orders starting with GE). To benefit from this service when placing orders please select your country when prompted by the pop up screen or click the flag on the top right hand corner.

This is a subsidised cost which will be deducted from your final refund. This option may be cheaper and easier to use than your normal/local postal service:

EU £10

America £15

Rest of World £20

To return an item, simply follow the steps below:

  1. Repackage the item/s securely and include returns form within package.
  2. Please refer to top of your returns form for link to returns label, alternatively if you no longer have a copy of your returns form contact customercare@virgoslounge.com for a returns label link. 
  3. Click on link and enter your order number and email address to find order.
  4. Select the items you wish to return, quantity and reasons for returns.
  5. Please print returns label and attach securely on to parcel.
  6. Importantly please read and follow the instructions provided by GLOBAL E. 
  7. If you have any issues with generating your label or returning your order please contact customercare@virgoslounge.com with your order number in subject.

Original shipping charges are non-refundable.

Alternatively, you can choose your local postal service. Please use a secure, insured and tracked delivery service (free returns does not apply). For international returns please mark clearly on your returns form and outer packaging "Returned goods - No commercial value". Without this any taxes incurred will be your responsibility to pay to your shipper.

www.virgoslounge.com
The Brand Porter Limited
C/O Big Yellow
1 1000 North Circular Road
London
NW2 7JP

 

Please include your returns form within parcel. Original shipping charges are non-refundable.

It is important that you keep a copy of your postage receipt, should there be any issues with your parcel during transit. Unfortunately, we are unable to refund customers unless we have a copy of the postage receipt. 

 

We kindly ask that you allow 10-14 WORKING DAYS for refunds to be processed, once received and inspected. Once your refund has been processed please allow 3-5 working days for funds to reflect in account, depending on banking provider. Please log into your account for confirmation of refund.

We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.

Any customs or import duties charged on international returns will be charged to the sender except if the returned item is faulty. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

For any queries please contact the Customer Care Team at customercare@virgoslounge.com with order number in subject (please do not reply to confirmation emails).

FAULTY ITEMS

If you receive an order and deem it faulty, please send precise information of any faults, including pictures to customercare@virgoslounge.com with the subject FAULT before making any returns. We will look into the matter and advise on the next steps in getting your item returned. 

Please note - if you return a faulty item before informing us, we will not be able to issue any postage or shipping reimbursements as faulty returns need to be approved. 

TO CANCEL ORDERS PLEASE NOTIFY CUSTOMER CARE WITHIN 2 HOURS OF ORDERING

If you have any further inquiries please email customercare@virgoslounge.com with your order number in subject (please do not reply to confirmation emails).

EXCHANGES

Please return order via instructions above and place a new order. 

If you have any further inquiries please email customercare@virgoslounge.com with your order number in subject (please do not reply to confirmation emails).