Shipping & Returns
We are a marketplace. We don’t hold stock, so we eliminate the need for warehouses at our end. When you place an order, the product is sent directly by the brand straight to you. This is the simplest and most environmentally friendly way of delivering products.
If you have purchased multiple items from different brands at the same time, each item will be sent separately and directly from each individual brand.
Vegan Fashion Library is therefore not directly responsible for the delivery of items purchased on our site. Responsibility for this is passed to the brand, once the purchase has been made and payment has been collected by us.
Delivery Costs and Destinations
As of now, Vegan Fashion Library is offering free shipping to the US & Canada only. Each of our brands select their own couriers, which may also differ by country.
Delivery and Promotions
If you use a promotional code, the reduction is usually applied only to the price of the product and not the delivery cost.
Customs Duties / Import Taxes
There may be duties or taxes upon arrival into your country based on where you live. Vegan Fashion Library does not have control over these, and should you require more information, please contact your local customs office. You are responsible for paying any duties or taxes that apply.
Once you have ordered one or more items from Vegan Fashion Library, the relevant brand will be immediately notified. This initiates the processing of your order, and ultimately delivery to you.
We ask our brands to send items to you as quickly and as cost efficiently as possible. Please bear in mind that products ordered from countries far away from your location will likely take longer to get to you.
A delivery confirmation email from Vegan Fashion Library will be sent to you as soon as the order has been sent. This email will contain a tracking number and the date the brand dispatched the item.
If you want to know the status of your delivery, please use the tracking number and link in this delivery confirmation email. This is the easiest and quickest way for you to get this information.
If a brand is experiencing a high volume of orders, or other factors such as poor weather or postal strikes, delivery may be delayed by a few days.
If you experience a delivery issue which has not been resolved by the brand, please contact us and we will do our best to resolve this.
Incorrect Address Details
Please ensure your address is completed correctly and a valid phone number is available at order. Vegan Fashion Library does not take responsibility for lost or undelivered items if the address is incorrect.
If your order is returned to the brand the cost of redelivery must be paid before it is despatched again.
We hope you love the items you buy from us; we take the utmost care in ensuring our goods are of a high quality. Additionally, as shipping goods has an environmental impact, we hope to minimise returns by giving you as much information as possible about each product.
However, we understand that from time to time things might not be quite what you expected. So here is our policy and instructions if you ever need to return a product:
Vegan Fashion Library is a multi-brand marketplace. That means we offer products from different brands based in different countries. So you return your item directly to the brand supplier, not to Vegan Fashion Library.
If you want to return an item, you need to inform Vegan Fashion Library, rather than the brand. You have 14 days to inform us of your desire to return an item, and then another 14 days to send back the item. Please email us at firstname.lastname@example.org.
All items returned must be in their original condition – unused, unworn, unwashed, in the original packaging and with original labels and any hygiene stickers attached. All beauty products must be unopened, with all seals in place. Unfortunately, our suppliers will not be able to accept any items that fail to meet these criteria.
Many of our suppliers don’t include a returns slip in the package itself for environmental reasons; so if you don't find a returns address and returns information in your package, please don't worry. Just email us at email@example.com, and we will send you a returns slip with the returns address for that brand.
What can be returned?
Any item - regular priced or sale price - may be returned and refunded. This includes items purchased with a promotional or discount code.
However, any custom-made / made to order products cannot be returned and refunded
If the supplier offers free returns, a Free Post sticker or code will be included in the packaging.
If the supplier does not offer free returns, you are responsible for packaging up the item and posting it back at your own cost. In this instance, we recommend a signed-for delivery with proof of postage.
The exception to this is when the item is faulty, in which case the brand is responsible for paying for costs of returning the item. Please inform us if you receive a faulty item as soon as possible, by emailing firstname.lastname@example.org.
Any delivery costs or import taxes you may have had to pay to receive an item cannot be refunded upon the return of that item.
You are responsible for any item being returned until it arrives back at its supplier.
It is your responsibility to fill out any customs declaration form correctly. When filling in the customs declaration form, please consult with your post office personnel how to declare a return exempt from import duties. Otherwise the brand may be charged customs import taxes, which they will deduct from your refund amount.
Processing your return
Once your returned item is received and inspected, the supplier will notify us, and we will then send you an email confirming this. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed. We aim to get you refunded as soon as we can once your returned item has been processed by the supplier.
We are legally obliged to ensure your money is refunded within 14 working days of receipt of the returned goods in saleable condition.
Please note that original shipping costs are not refundable unless delivered item is faulty.
Vegan Fashion Library does not currently permit exchanges but rather a return and refund. Should you wish to buy the same item again, you will need to place a new order.
If you have had to pay import duty on a purchase, then you may be able to reclaim that from your local tax office, if you return the goods. Vegan Fashion Library is not responsible for any additional customs and taxes applied to a customer order.
Returns & Damages
Vegan Fashion Library is not liable for any items damaged or lost during delivery.
Please contact the brand directly. They will follow up with you. If for any reason, your issue is not satisfactorily resolved, feel free to contact us.
Cancellation policy and process
You can cancel an order that you have paid for if it has not yet been dispatched. To do this, please notify us at email@example.com.
We aim to process your refund within 5 days.
Any custom-made or made-to-order products cannot be cancelled.
This policy applies to products purchased from the www.veganfashionlibrary.com website only.
Please contact us at firstname.lastname@example.org if you have any questions about returns or cancellations that we haven’t answered.