Refund policy
Last updated: May 2026
Our approach
Each VKELLER piece is crafted in highly limited quantities by our atelier in Portugal. Before initiating a return, please contact us, most fit concerns can be resolved with a tailored alteration, which we are happy to arrange. A silhouette often deserves a small adjustment rather than a return.
Ready-to-wear returns
You have 14 days from the date of delivery to request a return on a ready-to-wear piece.
To be eligible, the item must be:
- Unworn, unwashed, and unaltered
- In its original condition, with all tags attached
- Returned in its original packaging
To start a return, contact us at contact@vkeller.com with your order number. We will issue a return authorisation and shipping instructions. Items sent back without prior authorisation will not be accepted.
Return shipping is at the customer's expense. We do not provide prepaid return labels for standard returns. We recommend a tracked, insured service, VKELLER cannot be held responsible for returns lost or damaged in transit.
Returns should be sent to: 200 Rue de la Croix Nivert, 75015 Paris, France.
Made-to-order pieces
Made-to-order pieces are produced specifically for you and are therefore non-refundable. We offer complimentary alterations to perfect the fit. If a fit concern cannot be resolved by alteration, please contact us so we can discuss a fair solution case by case.
Bespoke / sur-mesure commissions
Bespoke (sur-mesure) commissions are final sale. The fit is validated together during the prototype stage before production begins, which gives every commission the highest possible certainty of success.
Damages, defects and non-conforming items
Please inspect your order on delivery. If your piece arrives damaged, defective, or does not match your order, contact us within 48 hours at contact@vkeller.com with photographs. In these cases we cover return shipping and will arrange a repair, replacement, or full refund.
European Union 14-day cooling-off period
In accordance with Articles L.221-18 et seq. of the French Consumer Code, EU customers may withdraw from a purchase of a ready-to-wear piece within 14 days of receipt, without justification. The conditions above apply: the item must be returned unworn, with all tags, in its original packaging. Return shipping costs remain the customer's responsibility, in accordance with Article L.221-23 of the Consumer Code. This right of withdrawal does not apply to made-to-order or made-to-measure pieces, in accordance with Article L.221-28 3°.
Exchanges
Because our pieces are produced in highly limited quantities, exchanges are handled case by case, subject to availability. The fastest way to secure a different size is to contact us before initiating any return, so we can hold the desired piece for you.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 14 business days. Depending on your bank, it may take an additional 5–10 business days for the refund to appear on your statement.
Contact
VKELLER
200 Rue de la Croix Nivert
75015 Paris, France
Email: contact@vkeller.com
