VSOCOOL
Terms & Conditions
Updated 1 August 2026
1. Before you order
Please check the product, size, colour, quantity and delivery details before ordering. Sizing varies by brand and item; use the relevant size chart and measurements. Styling accessories and other garments in photographs are not included unless listed. Small screen-colour differences do not remove your right to receive goods matching their description.
2. Order receipt and confirmation
An order-received message acknowledges your request. Your order is confirmed when we tell you that we have accepted the relevant items. A payment authorisation or hold alone is not confirmation. Availability may change while we check your order. If an item is unavailable, we will release its authorisation or refund it in full, including unused applicable shipping, without a cancellation fee. We will not substitute an item without your agreement.
3. Prices and payment
Check the currency, items, discounts, shipping and total shown at checkout. A payment authorisation may temporarily reserve funds; it is not a completed charge. Any adjustment requiring your agreement will be shown before it is processed. Your bank may apply its own currency-conversion charges. Offers apply according to their stated conditions.
4. Order changes and combined shipping
Contact us promptly if you need to change an order. Changes are not always possible once processing has started. Where you choose combined shipping or an add-on order, we will explain the arrangement. Combining orders or adding items does not automatically restart the original delivery or delay-refund period.
5. Estimated delivery
Hong Kong, Taiwan and mainland China: 7–14 working days. All other destinations: 14–21 working days. Count from the first working day after we confirm your order. Working days are Monday to Friday, excluding Hong Kong public holidays. These are estimates for delivery, not just dispatch. Supplier preparation, transport and customs can affect timing. We will tell you about significant delays.
6. Orders needed for a particular date
We cannot guarantee arrival for an event, trip or other personal deadline. A date in your order notes or messages does not change our delivery estimates. Please allow enough time. A cancellation because an order will not arrive for your plans follows the personal-cancellation policy below, unless our delay-refund promise or applicable law gives you a full refund or another remedy.
7. Our delay-refund promise
If delivery is more than 30 calendar days beyond the original latest estimated delivery date, you may cancel the delayed items for a full refund, including their applicable shipping charge. No cancellation fee applies. The original window is not reset by a revised estimate or tracking update. For a whole delayed order, the refund includes the full shipping charge; for part of an order, it includes the shipping attributable to the delayed items. No cancellation, administration or payment-processing deduction applies. Supplier or carrier delays do not remove this promise. If refunded goods later arrive, contact us to arrange their return at our expense. Any earlier right or remedy under applicable law remains available.
8. Personal cancellations before dispatch
Personal cancellations before dispatch: we keep 35% before order confirmation (65% refunded), or 65% after confirmation (35% refunded), of the cancelled goods after discounts. Unused shipping is refunded. Exceptions and your statutory rights apply. The stage is determined by when we receive your cancellation request. No additional administration or payment-processing fee is deducted. If payment is only authorised, we will explain any applicable cancellation payment and release before processing it. After dispatch, our returns policy applies. These fees do not apply when we cannot supply the item, for faulty or incorrect goods, under our delay-refund promise, or where the law gives you a fee-free cancellation or refund.
9. Delivery details and customs
Please provide accurate recipient and address details and complete any required customs steps, including Taiwan EZ WAY verification where applicable. Import taxes or duties not collected at checkout may be payable under destination rules. If delivery fails because details are incorrect or a parcel is not collected, we will contact you about the next steps and explain any applicable redelivery costs first. Refusing a parcel does not itself cancel the order or remove your legal rights. We will investigate lost parcels; delivery risk does not pass to you merely when we dispatch them.
10. Change-of-mind and fit returns
Except where applicable law provides otherwise, we do not accept returns or exchanges because you change your mind, choose the wrong size or colour, no longer need an item, or dislike the fit where the item matches its description. This does not apply to faulty, damaged, incorrect or misdescribed goods.
11. An issue with your item
Please contact us promptly with your order number, a description and reasonable supporting photos if an item is faulty, damaged, incorrect or not as described. Keep the item and tags where possible. An unboxing video is not required. We will arrange a suitable replacement, refund or other remedy required by law. Damage caused by misuse, alteration or failure to follow care instructions is not an original fault; this does not affect a claim for an underlying defect.
12. Approved returns
Contact us before returning an item so we can provide the correct address and instructions. Please keep it unworn and unused except for reasonable inspection or discovering a fault, with tags and packaging where possible. Missing packaging does not automatically remove your rights. Post approved returns within 5 days of our instructions unless we agree otherwise or the law gives you a different deadline, and keep proof of postage. We cover reasonable return postage for faulty, incorrect or misdescribed items. We will explain any other applicable return costs before you send an item. There is no restocking fee.
13. Refund timing and method
We process approved refunds within 5 days, or sooner where the law requires. If a return is needed, we will explain the steps and timing when approving it. Refunds go to the original payment method unless another method is agreed; we will not require you to accept store credit. Your bank may take additional time to show a refund or release an authorisation hold.
14. Errors and disruptions
If a material price or product error affects your order, we will explain the issue and your options. We will not charge a higher price or supply a different item without your agreement. If we cannot fulfil the order, we will release or refund the affected payment and unused applicable shipping in full, without a cancellation fee. We will keep you informed of significant delays. Supplier, transport or other disruptions do not remove our delay-refund promise or your statutory rights.
15. Privacy and website content
Our Privacy Policy explains how we handle personal information. Website photographs, text and other content remain the property of their respective owners and must not be used without permission where required. Styling and visual-search results help you discover items; check the selected product’s description and options before buying.
16. Your rights and changes to these terms
These terms do not exclude mandatory consumer rights or liability that cannot lawfully be excluded, including liability for fraud. Any greater rights under applicable law take priority over cancellation fees, return restrictions and delivery periods. Changes to our terms apply to future orders; the version you accepted continues to apply to your order.
17. Contact us
Please include your order number when contacting VSOCOOL. support@vsocool.com · Instagram: @vsocool.official