Refund policy

Last updated: Aug 10, 2026

At The Vesper Dream, we want you to feel confident about your order. If there is a concern with your purchase, contact us at support@thevesperdream.shop before taking any further steps. We will review your request and provide clear instructions on how to proceed.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Shipping charges, duties, taxes, and customs fees are non-refundable unless the item arrived damaged, defective, or incorrect, or a refund is required under applicable law.

Returns and Support

If there is a concern with your order, we are here to assist. Contact us at support@thevesperdream.shop before taking any further steps.

Returns must not be sent without prior authorization. Unapproved returns will not be accepted and may be returned to sender at your cost. Once your request is reviewed, we will provide clear instructions on how to proceed.

How to request support

Email support@thevesperdream.shop with:

Your full name
Your order number
The email address used to place the order
A description of the issue
Any requested photographs, video, or supporting information

Requests must be submitted by the customer who placed the order. We may request additional information reasonably necessary to verify the purchase and review the claim.

Damaged, Defective, Incorrect, or Missing Items

Your name and order number
A brief description of the issue
Clear photographs or video of the item
Photographs of the outer packaging and shipping label
A photograph of the batch, lot, or product code, if applicable

Keep the item and its packaging until we have completed our review. If your request is approved, we may offer a replacement, store credit, partial refund, or full refund, depending on the circumstances and applicable law.

Lost or Undelivered Orders

If tracking shows no delivery or has not updated for 10 business days, contact us at support@thevesperdream.shop. We may ask you to confirm your shipping address, check with household members or neighbours, and allow the carrier to complete an investigation.

An order is not considered lost until the carrier's investigation is complete or the maximum estimated delivery period has passed. If the order is confirmed lost, we may issue a replacement or refund in accordance with applicable law.

If tracking shows the order as delivered but you cannot locate it, contact us within 3 days of the recorded delivery date so we can review the available delivery information.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address. Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order enters processing.

If an order cannot be delivered because of an incorrect or incomplete customer-provided address, we may be unable to issue a replacement or refund. Any reshipping, carrier, interception, or recovery fees may be deducted from an approved refund where permitted by law.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order. We will try to help, but orders may enter processing quickly, so cancellation or modification is not guaranteed.

If an order has already been processed or shipped, it cannot normally be cancelled. Any refund eligibility will then be assessed under this policy and applicable consumer law.

Refused or Unclaimed Deliveries

Do not refuse a delivery without contacting us first. Refusing a package does not automatically qualify the order for a refund.

If a package is returned, abandoned, destroyed, or charged additional fees because it was refused, left unclaimed, or could not be delivered due to a customer-provided address issue, related shipping costs, carrier fees, duties, taxes, or customs charges may be deducted from any approved refund where permitted by law.

Refund Processing

If a refund is approved, it will be issued to the original payment method within 14 business days of approval. Your bank, card provider, or payment service may require additional time for the refund to appear in your account.

Refunds are limited to the amount actually paid for the approved item. Discounts and promotional offers will be reflected in the refunded amount. Original shipping charges, expedited-delivery fees, duties, taxes, customs charges, and fees paid directly to carriers or government authorities are generally non-refundable unless the order was faulty, damaged, incorrect, cancelled under a statutory right, or applicable law requires otherwise.

Free or promotional items received with a returned order must be returned or their value may be deducted from the refund. If a return causes an order to fall below a promotional threshold, such as a free-shipping minimum or a multi-unit discount, the value of that promotion may be deducted.

If more than 14 business days have passed since we confirmed your refund, contact us at support@thevesperdream.shop.

Payment Disputes

If you have a concern with your order, contact us first. Most issues are resolved quickly. Opening a payment dispute or chargeback before contacting us delays resolution and may prevent us from issuing a refund or replacement while the dispute is open.

Your Consumer Rights

Nothing in this policy excludes, restricts, or affects any rights you may have under applicable consumer law. Depending on your location, you may have additional rights concerning faulty or misdescribed products, delivery, cancellations, replacements, or refunds. If any part of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.