Return Policy
Time Frame: You can request a return within 30 days of the delivery date (find this date in your shipping confirmation email). Returns sent after 30 days will not be accepted.
Item Condition: Scarves must be in their original, unused condition—no signs of wear, stains, or damage. All original packaging (including the Vultrak dust bag, tags, and any included care cards) must be intact. Scarves that have been washed, ironed incorrectly, or worn (even once) cannot be returned.
Exceptions: Custom or personalized scarves (such as those with monograms or custom prints) are final sale—no returns or exchanges, unless they arrive with a manufacturing defect (like loose stitching or fabric flaws).
Request a Return Authorization (RA): Email our customer service team at service@vultrak.com with your order number, the name of the scarf you’re returning, and a brief reason for the return (e.g., “color doesn’t match photo,” “ordered the wrong style”). If the scarf is defective, include 2-3 clear photos showing the issue—this helps us resolve your request faster.
Receive Approval & Instructions: Our team will review your request within 2 business days. If approved, we’ll send you an RA number and a detailed email with:
The address of our warehouse where you’ll ship the scarf.
A pre-paid return label (if the return is due to our error, like a defective item or wrong style shipped) or instructions for shipping the item back (you’ll cover return shipping costs for non-error returns).
Ship the Scarf Back: Fold the scarf neatly and place it in its original dust bag and packaging. Write the RA number clearly on the outside of the shipping box (this helps us identify your return quickly) and drop it off at the carrier location specified in our email. We recommend using a trackable shipping service to avoid lost packages.
Inspection: Once we receive your returned scarf (typically 3-5 business days after you ship it), our team will inspect it to confirm it meets the eligibility criteria. If the scarf is not in original condition, we’ll email you to notify you and return the item to you—no refund will be issued.
Refund or Exchange: If the inspection passes, we’ll process your refund within 1 business day. Refunds are credited to your original payment method (credit card, PayPal, etc.) and take 5-7 business days to appear in your account. If you’d prefer an exchange (e.g., swapping for a different color or style), we’ll ship the new scarf once we confirm your return is valid—no extra shipping fees for exchanges on qualifying orders.
Non-Refundable Fees: Shipping fees (for Standard or VIP Shipping) are non-refundable, unless the return is due to our error (e.g., defective item, wrong order).