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SHIPPING & RETURNS

Shipping Policy

1. Processing time

  • Most orders are processed within 3-5 business days. Orders are not processed or shipped on Sundays and national holidays.

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2. Shipping Rates & Delivery Estimates

  • Shipping charges for your order will be calculated and displayed at checkout.

  • Standard Delivery: 3-5 business days.

  • Free Standard Shipping on orders over £50

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3. Shipment Confirmation & Order Tracking

  • You will receive a Shipment Confirmation email once your order has shipped containing your tracking number. 

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4. International Shipping Policy

  • Shipping rates and delivery times will vary based on the destination.

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​5. Damages

  • We do our best to protect all of our products with proper packaging. 

  • Please reach out to us at support@vistavela.co.uk

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Refunds

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1. Return Process

  • If you are not completely satisfied with your purchase, you may return it to us for a full refund or exchange within 28 days of receipt.

  • To initiate a return, please contact us at support@vistavela.co.uk with your order number and the reason for the return.
    Return is not accepted when damage is caused by misusing, negligence, abuse.

  • If the item you have received is defective or damaged, contact our customer service and provide us with the order number and the photos or a video of the defective or damaged item within 48 hours. We will provide you with a return authorization and instructions on how to send your item(s) back to us.

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2. Return Conditions

  • Items must be returned in their original condition, unused, and in the original packaging.

        ​Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days after the day we receive back from you any products supplied. 

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​​3. Exchanges

  • If you need to exchange an item, please follow the return process and specify the item you would like in exchange. Exchanges are subject to product availability.

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4. Return Shipping

  • Customers are responsible for return shipping costs. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service.

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5. Non-Returnable Items

  • Used candles, diffusers, home mists, oils. If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.

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