Verillas offers Free Returns and Exchanges
for all Orders made in the Contiguous United States! Every Order made within the Contiguous United States includes a Pre-Paid Return Label and Return Card to make returning or exchanging your item quick and painless!
Due to COVID-19, we are expanding the return window to allow for returns within 21 days of its delivery.
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 9am-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.
Returns must be in their original condition (new and unwashed) in which it was originally shipped to you. Items may be tried on indoors and still be eligible for return, but once they have been worn outdoors they are not eligible for return. We reserve the rights to refuse a refund, credit, or exchange for items that are not in a re-sellable condition - regardless of whether the item was worn or not. When possible, we may charge a $25 dry cleaning fee in order to accept a dirtied item. We may make such a decision based on a variety of factors including, but not limited to; pet hair, dirt, deodorant stains, appearance, strong scent, and/or general condition of the item when it's returned to us.
Shipping fees will not be refunded or credited.
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.
*- The first return/exchange shipping fee is on us as long as you use the pre-paid return label. Customer is responsible for the shipping fees if more than one return or exchange occurs unless the item they received is incorrect or defective. If you choose to use a shipping service different from the return label we provided, you (the customer) assume all responsibility for shipping fees.
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.
Please note that as of 2021.05.24, Verillas no longer accepts returns or exchanges for underwear. All underwear is final sale.