Refund policy

Please read the following carefully to understand our shipping, returns, refunds, and exchange terms. These policies apply to all purchases made via our website or through our concierge service. For full legal details, please refer to our Terms & Conditions.

 

Shipping Policy

Territories
 We currently deliver to the following regions:

  • GCC countries (UAE, Saudi Arabia, Kuwait, Bahrain, Oman, Qatar)
  • United Kingdom
  • European Union countries
  • United States
  • Canada

At this time, we do not ship to other territories, though we plan to expand our delivery regions in the near future.

Order Processing

  • Orders are processed Monday to Friday, 9 AM – 2 PM (Dubai Time), excluding UAE weekends and public/bank holidays.
  • Processing time is typically 1–3 business days from order placement.
  • Once dispatched, you will receive a confirmation email with tracking details.

Shipping Methods & Delivery Times

  • Standard Shipping (Free): 3–5 business days after dispatch.
  • Express Shipping (GCC only): 1–2 business days.

Signature on Delivery: Required for all orders. If you authorize delivery to your doorstep or neighbor, VNK is not responsible for any loss or damage once delivery is completed.

Taxes, Duties & Price Transparency

  • All prices are inclusive of applicable taxes, customs, and duties.
  • The price at checkout is the total amount payable — no hidden fees or additional charges upon delivery.

Delivery Delays
 While we strive for timely delivery, unforeseen logistics delays may occur.

  • If we cannot fulfill your order within 14 days of the expected delivery date, you will be notified in writing and offered either:

      • A full refund, or

      • An extended delivery timeframe (subject to your approval).

  • Requests for cancellation or refund due to delays prior to the 14-day period will not be accepted.

Consumer Protection

  • VNK complies with UAE Consumer Protection Law and regulations in all serviced regions.
  • If your package is lost or damaged during shipping, please contact us immediately for resolution.

Returns & Exchanges

Final Sale Items

The following categories are Final Sale and non-returnable/non-refundable, unless faulty or misdescribed upon delivery:

  • Handbags
  • Fine Jewellery
  • Watches
  • Made-to-Order / Customized items

Exchange Policy (Shoes & Ready-to-Wear Only)

  • Exchanges may be requested within 14 calendar days of delivery.
  • Items must be returned unused, unworn, with all original tags, packaging, and accessories.
  • Returns beyond 14 days or items marked “Final Sale” are not accepted.

Return Costs

  • Customers are responsible for return shipping costs, unless the item is confirmed faulty or misdescribed.
  • Original delivery costs are non-refundable (unless item is faulty/misdescribed).
  • Duties and import taxes paid on your behalf are non-refundable unless recoverable from customs.

How to Request an Exchange

  • Contact us at sarah.vonk@thevnk.com within 14 days of delivery.
  • Our Customer Care team will review and issue a return label (if eligible).
  • Package securely with all original components.
  • Once inspected, we will process the exchange and share shipping details.

VNK is not responsible for lost items if returns are shipped without the provided label.

Faulty or Incorrect Items

If your order arrives defective, damaged, or misdescribed:

  • Notify us within 48 hours of delivery.
  • Upon verification, you are eligible for a full refund or replacement (including shipping costs).

 

Order Changes & Cancellations

  • Orders may only be canceled or amended before sourcing/processing begins.
  • Once sourcing has started, cancellations or changes cannot be accepted. Please contact Customer Care immediately for requests.