Policies
Refund Policy
Every VLUM product is made to order. Here's how we handle refunds, cancellations and any problems with your order.
01
Change of mind
VLUM cosmetics are made to order. For this reason, we do not accept returns or exchanges for change of mind, ordering the wrong item or personal preference, whether the product is opened or unopened.
This does not limit your remedies if a product arrives damaged, defective or incorrect, if your order is not delivered, or any rights you have under applicable law.
02
Damaged, defective or incorrect items
If your order arrives damaged or defective, or you received the wrong item, please contact us as soon as possible after you notice the issue. Please include:
- Your order number
- A description of the problem
- Clear photos of the product and its packaging, including the shipping label if you still have it
We'll review your request and arrange a replacement or refund as appropriate.
If a product appears damaged or defective, please stop using it.
03
Return authorization
Please contact us before sending anything back. If a return is needed, we'll send you instructions and an authorized return address.
For confirmed damaged, defective or incorrect items, VLUM covers the cost of any required return shipping.
04
Refunds
Approved refunds are issued to your original payment method. They cover the price of the affected product and any applicable taxes.
Whether shipping charges are refunded depends on the circumstances of your order and applicable law.
We do not charge restocking fees.
Your bank or payment provider may take additional time to post the refund to your account.
05
Cancellations
If you need to cancel an order, please contact us as soon as possible. We'll try to cancel it before production or fulfillment begins.
Because our products are made to order, we can't guarantee a cancellation once work on your order has started. This does not affect any cancellation rights you have under applicable law.
06
Delayed or missing orders
If your order hasn't arrived within its estimated delivery time, please contact us. We'll look into it with our fulfillment partner and the carrier, and arrange an appropriate resolution.
Learn more about how orders ship on our Shipping & Returns page.
07
Your consumer rights
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under applicable consumer protection laws.
Need help with an order?
Send us a message with your order number and we'll get back to you.