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UK RETURNS

If you choose to return your item(s) please return your item within 14 days from the day of delivery to the address below. We aim to process your return within 14 working days of receipt, however in exceptionally busy periods (such as during sales) this may take up to 28 days. Please return your item to the address below: 
VIRGOS LOUNGE
C/O The Brand Porter Limited
Unit 1000 Big Yellow
NW2 7JP 
 
Thank you for shopping with us at Virgos Lounge. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition with tags intact. Once items are returned you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you. 
We are not able to refund items that appear to have been worn, washed, are not in original condition, or have their security tags removed. Every aspect of the garment must be free from signs of wear and odour.
Please be advised we DO NOT accept walk-in returns back to our office or warehouse.  

UK 

Simply complete the provided Invoice/Returns Form stating the reason for the return and enclose it within your package. 
To remain sustainable as a business, we are currently unable to offer free returns. We hope to have this back up running soon. In the meantime, please return your item(s) using a recorded delivery service for your insurance.
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.
At present we offer a subsidised returns service with DHL. Please see the details below.

Please Access the Global-E  Returns Portal https://web.global-e.com/returns/portal/y9Af to print an easy label. This is a subsidised cost which will be deducted from your final refund. We have arranged this in the hope it will make it cheaper and easier than using your normal postal service.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU) and we are not able to offer exchanges on international orders.

Please include in writing the reason for your return and the items being returned.    
To return an item, simply follow the steps below:
  1. Repackage the item/s securely and include returns form within the package.
  2. Please refer to the top of your returns form for a link to the 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 the link and enter your order number and email address to find the order.
  4. Select the items you wish to return, quantity and reasons for returns.
  5. Please print a returns label and attach it securely to the 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 your shipper.
VIRGOS LOUNGE
C/O The Brand Porter Limited
Unit 1000 Big Yellow
NW2 7JP 
 
Please include your returns form within the 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 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 the account, depending on the banking provider. Please log into your account for confirmation of the 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 the order number in the 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. 

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

EXCHANGES

Please return the order via the instructions above and place a new order. If you have any further inquiries please email customercare@virgoslounge.com with your order number in the subject (please do not reply to confirmation emails).

 

ORDER CANCELLATIONS

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