Refund policy

Buying clothes and shoes online means you only find out at home whether the fit and color are right. That is why every Vistrella order comes with two guarantees.

60-Day Satisfaction Guarantee

You have 60 days from delivery to decide whether you love what you ordered. Not the right fit, color not quite what you pictured, or simply changed your mind? You can return it within 60 days. You do not need to give a reason.

100% Money-Back Guarantee

When you return an eligible item within 60 days, you get 100% of the price you paid for that item back, to your original payment method. No store credit instead of a refund, no restocking fees, no deductions. The conditions below explain what makes an item eligible.

Conditions

To be eligible, an item must be:

  • Unworn, unwashed and unaltered
  • In its original condition, with all original tags attached
  • Free of odors, makeup, deodorant or pet hair

Trying something on at home to check the fit is fine. Wearing it outside is not. Shoes should only be tried on indoors on a clean surface.

Items that cannot be returned

For hygiene reasons, the following can only be returned if they are faulty or we sent the wrong item:

  • Earrings
  • Socks
  • Items marked as final sale on the product page
  • Gift cards

How to return an item

  1. Email info@vistrella.com with your order number and the item(s) you want to return.
  2. We reply within 24 hours on business days with your return instructions and the return address. Please do not send items back without contacting us first.
  3. Pack the item securely with its tags and send it using a trackable shipping service. Keep your tracking number until your refund is processed.

Return address

Returns are only accepted at the return address we send you by email. Our business address in Sherman Oaks, California, is not a returns address. Items sent there, or to any address other than the one in your return instructions, cannot be accepted or refunded.

Return shipping costs

Return shipping is paid by you, unless the item is faulty, damaged or not what you ordered. Original shipping charges are not refunded.

Refunds

Once your return arrives, we inspect it and process your refund within 7 business days. The refund goes back to your original payment method. Your bank or card provider usually needs another 3 to 10 business days to show it on your statement.

If a returned item does not meet the conditions above, we will contact you before doing anything with it.

Exchanges

Need a different size or color? The fastest way is to return the original item for a refund and place a new order for the item you want, so it is not held up while your return travels back.

Faulty, damaged or wrong items

If your item arrives damaged, faulty or is not what you ordered, email us a photo within 14 days of delivery. We will send a replacement or refund you in full, including any shipping costs. In many cases you will not need to send the item back.

Cancelling an order

You can cancel your order free of charge within 12 hours of placing it. After that, your order may already be in processing; you can then return it under this policy once it arrives.

Contact

Questions about a return? Email info@vistrella.com with your order number.

Vistrella, operated by DWND Brands LLC
15442 Ventura Blvd, Sherman Oaks, CA 91403, United States
info@vistrella.com