RETURNS AND REFUNDS
Can you return an item?
When purchasing products in the VioletLopez.shop online store, you have the right to return the purchased products without giving any reason, but you must do so within 30 days after the delivery of the products through our returns portal by email, telephone, letter, through the sample form, etc.
The right of withdrawal does not apply to:
The delivered products are made according to the wishes of the customer or are customized according to the customer's personal needs;
Orders containing perishable goods, such as food, flowers, newspapers or magazines with a limited shelf life;
Audio and video tapes (CDs, DVDs, VHS tapes), computer software, video games, cassettes or vinyl records that have been opened and the seals have been broken;
Journals or magazines;
Products purchased in one of the Tomorrowland stores;
The goods are returned more than 30 days after delivery.
Other non-returnable goods:
Downloadable software products, not delivered in physical form, provided that (i) you explicitly agree to the delivery of the products within the period allowed for returns; and (ii) you agree to waive your right to return the relevant products. We will obtain your content through a checkable consent box during the purchase order process.
Health and personal care items (unless delivered in a sealed package and the seal has been broken)
How do you return an order?
How do you return an order?
When purchasing products from VioletLopez.shop, you have the right to return the purchased products for any reason, provided that you notify us within 30 days of the delivery of the products.
After receiving your return request, you will receive a return label for the package. You have 14 days to return the goods at your own expense and the label must be clearly visible on the box.
When returning from non-EU countries, please use one of the following carriers that provide a tracking number: UPS, DHL, GLS or DPD. Please note that customs documents are required.
In this case, you are responsible for returning the products and will be responsible for the corresponding shipping costs. The products should be sent within 14 days of registering your return. If you do not comply with this term, the products remain yours and VioletLopez.shop is not obliged to refund the buyer. VioletLopez.shop is not responsible for any damage to the packaging or the product itself during the return.
If the buyer's order is more than 30 days old, unfortunately we cannot provide a refund or exchange. However, this policy does not apply if the buyer has a complaint or warranty claim. Please refer to the warranty section or contact our Customer Service so that we can find a suitable solution.
During this 30-day period, you are obliged to keep the unused product and its packaging in its original condition and at your own risk. If this period expires on a non-business day, it will be extended to the next business day.
Once the VioletLopez.shop online store has received the return and checked its completeness and damage, it will refund the amount you have paid for the goods. The initial shipping costs will only be refunded if you return all the items in the order.
Refunds will be made within 14 days of VioletLopez.shop receiving the package.
Do you have a complaint?
Do you have a complaint?
VioletLopez.shop guarantees that the products conform to the agreed quality and quantity, as described in the product description or product images on the website.
Under EU law, you are always entitled to a free warranty of at least two years. This two-year warranty period starts from the date you receive the goods.
Generally speaking, you can only ask for a partial or full refund if the goods cannot be repaired or replaced. The amount of any form of compensation shall not exceed the amount of the bill you received.
If you have a complaint or request please contact our customer service. Please provide us with your order number and a photo or video showing the defect so that we can find a suitable solution.
When will you receive your refund?
When will you receive your refund?
Once we have received your returned package, our warehouse will inspect the goods and notify you of compensation, taking into account the reduction in value due to any damage.
You will receive your refund within 14 days, automatically credited to your credit card or original payment method.
Please note that Tomorrowland Shop can only refund the cost of the returned product and, in some cases, the initial shipping costs.
When you return an item purchased with a discount or offer, if the amount is below the discount/offer threshold, VioletLopez.shop will adjust the refund accordingly, as the discount or offer will no longer apply.
Please also refer to the Terms of Service.
What if you haven't received your refund yet?
What if you haven't received your refund yet?
You will receive your refund within 14 days, but it may be delayed if VioletLopez.shop has not received the goods, does not have proof that the buyer has returned the goods, or does not have the buyer's bank details (if necessary and requested) to refund the amount.
If you have not received your refund yet, first check your bank account again. Then contact your credit card company, it may take some time for your refund to be officially credited.
Next contact your bank. Refunds usually take some processing time to be credited. If you have completed all the steps and still have not received your refund, please contact our customer service.
How do I exchange a product?
VioletLopez.shop will only replace items if they are defective or damaged and are within the terms of the warranty. If you need to exchange the same item, please go through the returns portal and re-purchase the product in the appropriate size or color.
Can you return items purchased in-store (pop-up stores)?
How do I exchange a product?
VioletLopez.shop will only replace items if they are defective or damaged and are within the terms of the warranty. If you need to exchange the same item, please go through the returns portal and re-purchase the product in the appropriate size or color.
Can you return items purchased in-store (pop-up stores)?
If any defect occurs in the goods you purchased at our pop-up store, you have two years from the date of purchase to notify us. This notification must be made within two months from the date you discover the defect. You should also return the defective goods to us.
After receiving your notification, we will assess the situation. If it is not possible to replace or repair the defective goods, you are entitled to a refund.
Please also note that the above guarantee is free of charge. Therefore, we will bear all repair, replacement and delivery and return costs.