We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we’ll either exchange or replace it, or credit your account.
1: Free exchanges & returns for 30 days
You can exchange or return your purchase within 30 days of delivery, completely free of charge. You will only be responsible for shipping the product back to us. We want to make your online shopping experience hassle-free and fun.
To return an unwanted non-defective product, it must be:
- Returned within 30 days of the product(s) being delivered
- Undamaged and unused, with the original labels still attached
- In the original packaging, which must be undamaged and in its original condition
Once we have received your return product and it has been cleared by Van Bark Quality, your account will be credited, unless you requested a replacement or an exchange.
Products can be exchanged for a different size or colour of the same product, provided that the preferred size or colour is available. This option is available within 30 days of delivery and is only available for collectables that have a size or colour variation. If your preferred size or colour is not available, or you want a different product, please return the unwanted product and place a new order.
It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that the product is undamaged and unused. Extra care must be taken when trying on clothing; please ensure you are not wearing any make up, fragrance or deodorant that may leave a mark or scent. We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.
2: Returning products that are not what you ordered
If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we’ll arrange to collect the product from you, and we’ll deliver the correct product to you as quickly as possible. Please don’t remove the product from its original packaging. Simply contact our customer service team on on email email@example.com to notify us, and we’ll take care of the rest.
3: Returning defective or damaged products
We do our best to ensure that the products we deliver to you are of a high quality. If you’ve received a product with a defect or fault, we’ll gladly replace the exact product at no additional cost to you. Where a replacement product is not available, your account will be credited.
Our 7-day replacement promise entitles you to an immediate replacement of a damaged or defective product if the return is logged within 7 days of receipt. This means that for your convenience, our courier will collect the defective product whilst delivering your replacement. Please bear in mind that this might not be available for all products.
Our 6-month replacement warranty entitles you to have your product replaced if the product is found to be defective or faulty, or unsuitable for the purpose generally intended.
If the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product redelivered to you.
The following will NOT be regarded as defects and will NOT entitle you to any replacement or credit under the above 7-day replacement promise, or the 6-month replacement warranty: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.