Returns & Refunds
Returns & Refunds
Can I return it?
Not happy with your Vilkoo purchase? You have 30 days from delivery to request a return, as long as your item meets the conditions below. This is a voluntary store policy that comes on top of your statutory consumer rights.
You can return it when
- You ask within 30 days of confirmed delivery
- It's unused and in the condition you received it
- Original tags, labels and accessories are included
- It's in its original, undamaged packaging
- You include your order number
- It's faulty or not as described, at any time
You can't return it when
- The 30-day window has passed
- It has been used or shows signs of wear
- It has been assembled, modified or altered
- It was damaged through misuse
- Original tags or packaging are missing
- It was marked "Final Sale" when you bought it
Not sure if your item qualifies? Email info@vilkoo.com before you send anything back. We'll look at your situation and suggest the best option, before you spend anything on return shipping.
How to return
Please don't send anything back before you've received a Return Authorization from us. Returns without one may not be processed.
Email us within 30 days of delivery
Write to info@vilkoo.com with the subject "Return Request – Order #XXXXX", your order number and the reason for your return. We reply within 1–2 business days.
Get your Return Authorization
We email you a Return Authorization (RA) number and the address to send your return to. Please wait for this email before shipping, as unannounced returns can't always be matched to your order.
Pack it carefully
Put the item back in its original packaging with your RA number inside, along with all tags and accessories. Lamps, glass and ceramic items need good padding. Items damaged because of poor return packaging may not get a full refund.
Send it with tracking
The item is your responsibility until it reaches us, so we recommend a tracked shipping service and keeping your proof of postage.
Get your refund confirmation
Once we've received and checked the item, we email you a Refund Confirmation and process your refund. Section 3 explains the timing.
| Reason for return | Who pays return shipping |
|---|---|
| Changed your mind | You |
| Item is faulty or doesn't work | We do, with a prepaid label |
| Item was damaged during delivery | We do, with a prepaid label |
| You received the wrong item | We do, with a prepaid label |
Refunds
We refund you to your original payment method within 5–10 business days after we receive and check your return. We never charge restocking fees.
Our refund promise
Every approved return gets a full refund, with no deductions and no restocking fees.
As soon as your return passes our check, we start the refund and send you a Refund Confirmation email. Your bank or payment provider may need a few extra days to show the money in your account.
Cards (Visa, Mastercard, American Express)
Refunded within 5–10 business days after approval. Your bank may need another 3–5 business days to show the credit.
PayPal
Usually refunded within 3–5 business days after approval, to your PayPal balance or the original funding source.
No Refund Confirmation email, or no money within 15 business days after that email? Check your spam folder first, then contact us at info@vilkoo.com
Exchanges
You can exchange an item for a different size, color or variant of the same product within the same 30-day window, as long as it's in stock.
How to ask for an exchange
Email info@vilkoo.com with the subject "Exchange Request – Order #XXXXX", your order number and the variant you'd like instead. We'll confirm it's available before you send anything back. If the variant you want is out of stock, we refund you in full. We never offer store credit instead of a money refund.
For a change-of-mind exchange, you pay to send the original item back and we ship the new one at no extra cost. If the exchange is needed because of our mistake, such as a wrong or faulty item, we pay shipping both ways.
Non-returnable items
Some items can't be returned because of what they are. Please check this list before you buy. If a non-returnable item arrives faulty, your statutory rights still apply.
These items can't be returned
- Personalized or custom-made items
- Digital products delivered electronically
- Hazardous goods that can't be returned by mail
- Items clearly marked "Final Sale"
- Gift cards and store credit vouchers
- Items with a broken hygiene or safety seal
Your statutory rights still apply. These exclusions only apply to our voluntary return policy. If one of these items is faulty, doesn't work or isn't as described, your rights under consumer protection law remain. Contact us and we'll assess your claim.
Damaged or faulty items
Did your item arrive damaged, or does it develop a fault? Contact us within 48 hours of delivery for damage during delivery, or as soon as you notice a fault. In these cases we pay all return shipping.
What we cover
- Manufacturing defects and faults
- Delivery damage reported within 48 hours
- Wrong item delivered
- All return shipping for the above
What we don't cover
- Normal wear and tear
- Damage from misuse or incorrect care
- Cosmetic marks that don't affect use
- Delivery damage reported after 48 hours
Email info@vilkoo.com with your order number and photos of the packaging and the item. Within 1–2 business days we'll send you a prepaid return label and let you choose between a replacement or a full refund.
Your rights
Vilkoo sells to customers in the United States. Your statutory rights under US federal and state law apply in full and are not reduced by this policy.
Good to know
This policy adds to your statutory rights. It never limits them.
The 30-day return window on this page is a voluntary policy offered by Vilkoo, on top of any rights you have by law. Nothing here waives your rights under federal or state consumer protection law.
No single federal law requires stores to accept returns, but the Federal Trade Commission does require a store's return policy to be clearly disclosed, which is what this page is for. Some states have additional consumer protection rules, and we follow all state rules that apply.
Contact
Please contact us before going to your bank or payment provider. We can usually solve things much faster than a chargeback, which can take 30–90 days.
info@vilkoo.com
Reply within 1–2 business days
Phone
Need help with a return or refund?
Email us with your order number and we'll guide you through it.
Email info@vilkoo.comThis policy applies to all orders placed on vilkoo.com by customers in the United States, effective September 20, 2026. Your statutory rights under US federal and state consumer protection law apply in addition to this policy and take priority where they are more favorable to you. Vilkoo is operated by Peter Hulspas, Sole Proprietorship, Kilarna 150, 66292 Åmål, Sweden · Reg. no. 198010105057 · VAT SE801010505701
© 2026 Vilkoo · Peter Hulspas, Sole Proprietorship
Kilarna 150, 66292 Åmål, Sweden · Reg. no. 198010105057 · VAT SE801010505701