Refund policy

At Vossella, we want you to be happy with every jumper and jacket you buy. If something is not right, you can return it within 30 days from the date of delivery.

Return Eligibility

To be eligible for a return, the item must be:

  • Unworn and unwashed – trying an item on to check the size and fit is absolutely fine
  • In its original condition, with all original tags still attached
  • Returned in its original packaging where possible
  • Accompanied by your order number or delivery slip

Return period: 30 days from the date you received your parcel.
Return method: by post.
Restocking fees: none.
Refund processing time: within 7 business days after we receive and inspect your return.

How to Make a Return

To start a return or exchange, email us at info@vossella.com with:

  • Your order number
  • The full name used when placing the order
  • The item(s) you are returning and, for an exchange, the size or colour you would like instead

We will reply with return instructions and the return address. We strongly recommend using a tracked postage service. If a return parcel is lost in transit and a trackable service was not used, we may be unable to issue a refund.

Return Postage Costs

For change-of-mind returns (including returns for a different size), the customer arranges and pays for return postage. We do not include a prepaid return label in your parcel.

If the item is faulty, damaged or not what you ordered, we cover the return postage in full and will either provide a prepaid label or reimburse your postage. No restocking fees are charged in any case.

Refund Process

Once we receive and inspect your return, we will email you to confirm. If the return is approved, your refund is issued to your original payment method in GBP (£) within 7 business days. Standard UK delivery is free, so there is no delivery charge to deduct or refund. If a returned item has been worn, washed, damaged or had its tags removed, we will contact you before deciding on a partial refund or returning the item to you.

Exchanges

We are happy to exchange an item for a different size or colour of the same product, subject to availability. After we receive and approve your return, we dispatch the replacement free of charge.

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us at info@vossella.com as soon as possible with your order number, a short description of the problem and clear photos of the item and its packaging. We will cover the return postage and offer a full refund or a replacement.

Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason, and a further 14 days to send the goods back. Our 30-day return window goes beyond this statutory period. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described; if they are not, you are entitled to a remedy. Nothing in this policy affects your statutory rights.

Contact Information

Store Name: Vossella
Company Name: Purevanta Ltd
Company Registration Number: 16982782
Registered Address: 128 City Road, London, EC1V 2NX, United Kingdom
Phone: +44 7537 135149
Email: info@vossella.com

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM (UK time)
Saturday, Sunday & UK bank holidays: Closed
We aim to reply to every enquiry within 24 hours during these hours.