Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at support@vistora.world with your order number and reason for return. As we work with multiple international suppliers, return instructions will vary depending on your order, and our team will provide you with the appropriate next steps within 1-3 business days.
Please do not send any items back without contacting us first, as return addresses vary by product and supplier. Items sent back without prior authorisation will not be accepted.
You can always contact us for any return questions at support@vistora.world.
Damages and Issues
Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us immediately at support@vistora.world with your order number, a description of the issue, and clear photos of the item and packaging.
We will assess the situation and work with our suppliers to arrange a replacement or refund as quickly as possible. Please note that resolution times may vary depending on the supplier, but we will keep you updated throughout the process.
Non-Refundable Items
Certain items are not eligible for return or refund, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalised products made to order
- Intimate or sanitary items (e.g., underwear, swimwear, personal care products)
- Hazardous materials or flammable items
- Digital downloads or software
- Items marked as final sale or purchased with a clearance discount
We also do not accept returns on items that have been used, washed, altered, or are missing original packaging.
If you're unsure whether your item is eligible for a return, please contact us at support@vistora.world before sending anything back.
Exchanges
Due to the international nature of our supply chain, we are unable to process direct exchanges. If you'd like a different item, size, or colour, we recommend:
- Contacting us at support@vistora.world to discuss your situation — in some cases we may be able to arrange a replacement directly with our supplier.
- If a replacement isn't possible, we'll issue a refund (if eligible) so you can place a new order for the correct item.
This ensures the fastest resolution for you, regardless of your location.
European Union — 14-Day Cooling-Off Period
If your order is being shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.
To be eligible, your item must be in the same condition as received — unworn, unused, with tags attached, and in its original packaging. Proof of purchase is required.
To initiate a return under this policy, please contact us at support@vistora.world with your order number. We will provide you with the appropriate return instructions based on your order.
Refunds
Once we have reviewed your return request and it has been approved, a refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@vistora.world so we can investigate further.
Please note:
- Shipping costs are non-refundable unless the return is due to our error or a defective item.
- Refund amounts will reflect the item price only, excluding any original shipping charges.
- Refunds are processed in the original currency of purchase. Due to exchange rate fluctuations, the refunded amount in your local currency may vary slightly.