Terms & Conditions

Shipping

We deliver Monday to Friday excluding public holidays

– UK Shipping Costs
Express Next Day (working days) - order before 1pm GMT - £7

– Europe Shipping Costs
Express 2 - 3 working days - order before 1pm GMT - €22

– US Shipping Costs
Express 2 - 3 working days - order before 1pm GMT - $30

We ship to the following countries: Andorra, Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Holland

– US Shipping
We cover all import duties and taxes for orders shipped to the US, to make sure there are no additional charges upon delivery.

– International Shipping
If you have a specific delivery request for a location outside our current shipping regions please contact the client services team on customerservices@vilshenko.com

– General Shipping Information
All orders are delivered by DHL.

When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.

Please note that your billing address must match the address on your credit card statement.

When your order is shipped, we will send you a confirmatory email.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched

Delivery times are estimates and start from the date of dispatch. Please note that in some areas of the United Kingdom, Europe and the United States there is a limited range of delivery services available. We will endeavor to send your order out as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions.

For security reasons, all vilshenko.com online purchases require a signature upon delivery. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

If no one is available to sign for the delivery, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, it will be returned to our warehouse.

If you have any questions regarding shipping please contact us on +44 0203 034 0752 or customerservices@vilshenko.com


Returns

When you place an order on vilshenko.com, you are welcome to return any item(s) using our free returns service, provided you return them within 14 days of delivery.

Items must be returned in their original condition with all garment tags attached in the branded packaging provided. This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that have been worn, used, altered or damaged will not be accepted and may be sent back to you and/or a refund refused.

Vilshenko products must be returned unused, in their original packaging or they will not be accepted.

Item(s) must be returned from the original shipping country with the original returns form. Please note that we may not refund item(s) that are sent without any returns paperwork.

Swimwear – please try these items on over your underwear and ensure that the adhesive strip is not removed. Please note * If this strip is removed we will not be able to refund you.

For assistance or to request and exchange please contact us on +44 0203 0340752 or customerservices@vilshenko.com.



To arrange a return:


Please return your items using the original packaging,

Including tissue paper to protect the items and the box it got delivered in.

To note the box has a 2nd sticker seal for you to use.

Please use the pre-paid returning label provided (making sure this covers the address label already on the box) within your items and arrange a collection with your local DHL following the instructions on the label.

Book your free collection over the phone or via on line:

To book online: https://parcel.dhl.co.uk/dhlitnow/about/

For online, refer to the DHL link provided in the returns email. Enter your 10 digit waybill number located under the barcode of your printed returns label that appears as “WAYBILL XX XXXX XXXX”. Review your details and select a convenient date and time for collection.

For the UK, call 0844 248 0844 or visit dhl.com and select your country to find the relevant telephone number.


You may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send

Return your items to:

Advantage Worldwide UK Ltd

FAO: Vilshenko Ltd
Unit 11, Brooklands Close
Sunbury-on-Thames
Middlesex
TW16 7DX, United Kingdom


Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive an email notification of the status of your refund once processed.

We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.


Refunds


Refunds will be credited to your original method of payment. Original shipping charges will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. On receipt of return, we shall process the refund as soon as possible. We estimate that refunds will be made by the provider


Faulty Items
Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.



Cancelling Your Order

In certain circumstances, before your order has been dispatched, we may be able to cancel your order. Please contact us by telephone or email as soon as possible after placing your order and Customer Service will advise if cancellation is available.

Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.


For assistance please contact us on +44 0203 0340752 or customerservices@vilshenko.com



Terms

Terms and Conditions of Business

These Terms and Conditions (the "Terms") are the Terms which apply when you access the website http://vilshenko.com/ (the "Website") or place orders to purchase any of the products made available to you on the Website. Any reference to "we"/"us"/"our"/”Vilshenko” in these Terms is a reference to Vilshenko Fashion Limited.

Any reference to "you"/"your" means you, the user of the Website.

By accessing this Website or when you place orders to purchase any of the products on the Website you agree to be bound by these Terms.

We also recommend you view our Privacy Policy. Please click here

If you have any questions, complaints or comments on this Website please contact us. To find all the ways to contact us please click here

Information about us

We are Vilshenko Fashion Limited a company registered in the United Kingdom, under registration number 06424053 and our registered address is Unit 134 300 Kensal Road, London, England, W10 5BE.

Registering for a personal account and subscribing to Vilshenko emails.

You must be over 16 to register for a personal account, subscribe to Vilshenko emails and/or place an order with Vilshenko.

To order products using the Website, we ask you to register for a personal account. Any personal data that you provide us with during the registration process will be stored in our database and may not need to be re-entered with each new order.

You will need to supply us via the online registration form with certain information including: your email address, first name, surname, password, billing address and, where applicable, different delivery address. Once you click on the "Continue" button this information will be stored in our customer database. We will only use the stored data in accordance with our Privacy Policy which can be accessed here.

You are responsible for maintaining the confidentiality of your password and email address and are responsible for all activities that are carried out under them. We do not have the means to check the identities of people using the Website and will not be responsible for losses suffered by you where your password or email address is used by someone else unless this is due to our negligence. You agree to notify us immediately if you become aware or suspect any unauthorised use of your password or email address. To find all the ways to contact us please click here.

Changes to Terms

We reserve the right to change or modify these Terms including for legal, regulatory or security reasons at any time. Whilst we will flag changes on the Website and/or send emails in relation to major changes, it is your responsibility to check the Terms for changes. If you do not agree to any of the Terms then you can simply stop using the Website at any time. If you have any questions, concerns, or comments about our Terms please contact us. To find all the ways to contact us please click here.

The ordering process and order confirmation

The advertising of products on this website is an "invitation to treat". You will indicate by completing the appropriate order form on the website the products that you wish to order. At the same time you will complete an authorisation for us to recover, through your credit or debit card, payments due to us. Vilshenko must receive payment in full for your order before it can be accepted. This means that your order is an offer, not a contract of sale between you and Vilshenko, so prices and stock availability won't be contractually confirmed until you receive the "confirmation of despatch" email which is sent out once credit card authorisation has been confirmed and stock levels have been checked. Once you have placed an order for goods (and delivery if applicable) you will receive a confirmation that your order has been received, Vilshenko will send you an "order confirmation" email receipt confirming your order. Please keep this receipt for your records. For the avoidance of doubt, this Confirmation order does not constitute our acceptance of your order; it merely records the fact that Vilshenko has received your order. Please check that all details in the Confirmation order are correct. If not, or if you do not receive a Confirmation order please contact our Customer Care Team. To find all the ways to contact us please click here.

Your order confirmation email, and these Terms & Conditions, contain key information that we are required to provide you by law.

In exceptional circumstances, if we are not able to fulfil an order we have accepted or if we cancel an order (for example: the item not being in stock or if we cannot make delivery to your address) then if payment has been taken from you, your credit card will be refunded with the original price and in no circumstances will we be liable to you for any additional amounts.

Vilshenko reserves the right to refuse to supply any person for whatever reason. All communications will be addressed to the email address you supply when you register.

We will retain a record of all orders accepted by us. You can find details about your recent orders by logging into your Account of the Website.

Your use of the Website

By accepting the Terms you confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times.

You agree that in using the Website you will not:

  • (i) use the Website in any way that causes, or is likely to cause the site or access to the site to be interrupted, damaged, or impaired in any way;
  • (ii) use the Website for any purpose that could damage the name of Vilshenko;
  • (iii) use the Website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party;
  • (iv) access or attempt to access the accounts of other users or attempt to penetrate the Website security measures; nor
  • (v) use the Website for any purpose other than your personal use.

We reserve the right to suspend, restrict or terminate your access to the Website at any time without notice if we have reasonable grounds to believe that you have breached any of these restrictions or if we suspect fraudulent account activity or behaviour. This shall not limit our right to take any other action against you that we consider appropriate.

Please refer to our Website Acceptable Use Policy and Terms of Use for more details.

Pricing Policy , delivery charges and payment

All online orders will be charged in British Pounds Sterling (£) or Euros (€) or US Dollars ($). Orders from the UK and Europe will include Value Added Tax (VAT) at the current rate. Orders from the US, import duties and taxes will be covered by us to ensure no additional charges upon delivery. Prices do not include delivery costs.

Prices quoted on the website are indicative only and are subject to change.

The price of the products shown on our website does not include delivery (if applicable). Please visit our delivery information page on our website before you place your order to access information about the postage and packaging of products to the UK, EU and US. This information also includes details on associated costs, methods of delivery, estimated timeframe and any specific exclusions relating to individual items or delivery restrictions on certain items dependant on the country of export. Your confirmation email will contain the estimated date of delivery.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. Vilshenko is not responsible for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control.

For deliveries within the EU, products are sold on a delivery duty unpaid basis. This means that the recipient will be liable for any local sales taxes, import duties or customs fees which may be charged on the purchase. For deliveries within the US, we cover all import duties and taxes for orders shipped to make sure there are no additional charges upon delivery.

Where applicable, it is your responsibility to comply with any export controls, sanctions rules or other restrictions applicable to products supplied to you.

We are not responsible for your payment credentials issuer charging you as a result of our processing of your payment in accordance with your order.

Faulty Products

You have certain legal remedies under the Consumer Rights Act 2015 and nothing in these Terms & Conditions affect your legal rights under the Consumer Rights Act 2015. You may also have other rights in law. Please contact us at customerservices@vilshenko.com or call us on +44 0203 0340752 if you believe you are eligible and would like:

  • us to repair the products;
  • us to replace the products;
  • a price reduction; or
  • to reject the products and get a refund.

Delivery and ownership

We accept orders for delivery to the UK, US and EU countries. To view our delivery and shipping restrictions please click here. Unless otherwise stated, delivery will be made from our warehouse to the address provided by you.

If we are unable to despatch the product within that time we will email to let you know and to give you an estimated delivery date. In these circumstances we will offer you the opportunity to cancel the order and receive a full refund.

You are only responsible for the product when it is delivered to you.

If for any reason you do not receive your delivery, you must advise us within a maximum of 30 days.

We want you to be happy with your purchase from us. If you are unhappy with the product in any way (for example if there is obvious damage to the item from transport or packaging damaged during transport) please contact our Customer Care Team as soon as possible. To find all the ways to contact us please click here.

Cancellation, returns and refunds

Where you buy products via our Website as a consumer, you have the legal right (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) to cancel your contract with Vilshenko for the purchase of products within a 14 day 'cooling off period' without giving any reason and receive a full refund.

This period will expire 14 days after the date that you receive, or a third party (other than any carrier), receives physical possession of the last of your products in your order. This legal right is separate from our returns policy.

Please note that your right to cancel does not apply to:

  • (i) any products or services you purchase in store;
  • (ii) any sealed products which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery; and
  • (iii) any personalised products.

We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund provided:

  • you notify us in writing no later than the 14 working days after the day on which you received your product, providing the item(s) are returned unused in their original, undamaged packaging and accompanied by the return proof of purchase.
  • you have taken reasonable care of the product prior to return - in particular this means they must not have been damaged;

Please see the Returns and Shipping sections of our website which contains further details on how to return products purchased online.

Please note that if you fail to take reasonable care of returned products, or fail to return the product to us, we will be entitled to make a claim against you for any losses which we suffer.

Copyright and other intellectual property rights

The website and all text, images, information, photographs contained within it, are owned by or licensed to Vilshenko. Your use of the Website grants no rights to you in relation to copyright, design rights, trade marks or other of our intellectual property rights (or the intellectual property rights of third parties).

The contents of the website and the website as a whole are intended solely for personal, non-commercial use. You may view the website and print its contents for this purpose only. You may not use, transfer, copy or reproduce any part of the website in any form or by any means except for the sole purpose of viewing its content, unless you have the express written permission of Vilshenko.

General

We will do our best to resolve any disputes over these Terms. If you wish to take court proceedings against us you must do so within the United Kingdom. Relevant United Kingdom law will apply.

By entering into a contract both parties agree to submit to the exclusive jurisdiction of the Courts of England and Wales (or the relevant court of the part of the United Kingdom in which you live). If any provision of these Terms & Conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these Terms & Conditions and shall not affect the validity or enforceability of any remaining provisions.

Complaints

We will always strive to offer the very best level of service to all our customers, but should you wish to raise a complaint, please email us at customerservices@vilshenko.com or call us on +44 0203 0340752 and we will do our best to resolve your complaint as quickly as possible.

If your dispute remains unresolved, you may be eligible to use the European Commission’s Online Dispute Resolution platform here: https://webgate.ec.europa.eu. English law shall apply to all claims and disputes (whether contractual or non-contractual) arising in relation to or in connection with these Terms & Conditions.

Please let us know if you have any questions or complaints regarding the Website. To view all the ways to contact us please click here.

Promotion Terms & Conditions

Free Shipping

Complimentary shipping is available to customers in the United Kingdom and Europe who make a purchase online at www.vilshenko.com. The promotion is valid from 25th May 2018 until 30th June 2018. Vilshenko reserves the right to change or withdraw this service at any time without notice.