It is not necessary to contact Customer Service before returning an item. However, if you have any questions or would like assistance, we are happy to help! firstname.lastname@example.org via e-mail or +1 (855) 265-2992 via phone Monday-Friday 11am-7pm EST.
You may return any non-custom item within 14 days of its delivery to you for store credit or an exchange for a different size/color if available. If you do not include instruction with your package, store credit will be applied to your account with us by default. If you do not have an account to which we may apply store credit, one will be created for you and the details of your account will be emailed to you.
You may return your item to us using the pre-paid return label included in your order*. If you did not receive one with your package, please contact Customer Service at email@example.com and one will be provided to you. Be sure to bring your package to the shipping company indicated on the return label! Additionally, please fill out the Verillas Returns & Exchanges Card also included in your package with your order number and what you would like to exchange your item for, or if you would like store credit instead. Once you have filled out the card, please include it inside the package with your item. If you do not have a Returns & Exchanges card, any piece of paper can substitute.
*-International customers and customers who live in Alaska or Hawaii will not be provided with a pre-paid return label. In these cases, the customer is responsible for the cost of the return shipment, and will be invoiced for the shipment of their replacement item back to them if an exchange is requested.
If your item is returned in any condition besides the new/unworn condition in which it was originally shipped (now having cat hair, deodorant stains, strong scent, etc.), we will charge a dry-cleaning fee of $25. If you returned your item for store credit, this amount will be deducted from your store credit automatically. If you returned your item for an exchange, the exchange will be held until the dry-cleaning fee is paid. This is not a profit-making endeavor. It would be a much better world if we did not have to include this stipulation. Please, please don't make us use it.
In some situations an exchange and/or credit are not possible, we will consider a request for a refund on a case by case basis.