Because many Vaileudecor products are made specifically for an individual customer, return eligibility depends on whether the product is personalized and on the reason for the return.
1. Order Cancellation
Customers may request to cancel an order within 24 hours of placing the order.
To request a cancellation, please contact us by email at support@vaileudecor.com and include your order number and a clear request to cancel the order.
Cancellation requests must be submitted within 24 hours of the order being placed. Once this 24-hour cancellation period has passed, the order may have already entered production and may no longer be eligible for cancellation, particularly for personalized or made-to-order products.
If an eligible cancellation request is approved, any payment already collected for the cancelled order will be refunded to the original payment method.
Please note that sending a cancellation request does not automatically cancel the order. We will confirm by email once the cancellation has been processed.
2. Return & Refund
2.1. Personalized Products
Products customized to the customer's specifications — including products containing a custom name, number, text, image, or other individualized element — generally cannot be returned for change-of-mind reasons.
Please carefully review:
- Product selected
- Size
- Color
- Design option
- Name
- Number
- Spelling
- Other personalization
before completing your order.
In the EU, the normal 14-day distance-selling withdrawal right has an exception for goods made to the consumer's specifications or clearly personalized.
2.2. Non-Personalized Products
For eligible non-personalized products:
European Union customers: where the statutory right of withdrawal applies, you may notify us of your decision to withdraw within 14 days after receiving the goods.
United States customers: we offer a 30-day return period for eligible unused and non-personalized products unless a product page states otherwise.
Returned products must normally be:
- Unused
- Unwashed
- Unworn except for reasonable fitting
- In resalable condition
- Returned with original packaging where reasonably possible
2.3. Wrong Size or Change of Mind
Selecting the incorrect size is not a manufacturing defect.
For personalized items, returns or refunds are generally unavailable when the product was produced according to the size and personalization information submitted with the order.
For eligible non-personalized products, change-of-mind returns may be accepted according to the return periods above.
2.4. Defective, Damaged or Incorrect Items
If we send an incorrect item, produce your personalization incorrectly, or the product arrives with a confirmed manufacturing defect or transit damage, please contact us as soon as possible.
For faster investigation, contact us within 48 hours of delivery where practical and provide:
- Order number
- Description of the issue
- Clear photographs of the item
- Photographs of packaging where transit damage occurred
If the issue is confirmed to be our responsibility, we will provide an appropriate remedy, such as replacement, repair where appropriate, partial refund, or full refund, depending on the circumstances and applicable law.
The 48-hour reporting request is intended to help us investigate the issue quickly and does not remove mandatory statutory consumer rights.
EU consumers retain statutory remedies for goods that are faulty or do not conform to the contract.
2.5. Return Shipping Costs
Our error / confirmed defect:
Vaileudecor will cover reasonable return shipping costs when a return is required.
Change of mind / customer-selected wrong size / other customer reason:
The customer is responsible for return shipping where permitted by applicable law.
2.6. Return Authorization
Before returning an item, email: support@vaileudecor.com
Do not ship a return without receiving return instructions.
Returns sent to an unauthorized address may be delayed or may not be identifiable.
2.7. Refunds
After an approved returned item is received and inspected, we will notify you of the outcome.
Approved refunds are normally issued to the original payment method within 3–5 business days after approval.
Your bank, card issuer, or payment provider may require additional time to post the refund.
Corporate & Contact Information
For any inquiries regarding our policies, please contact our official corporate office:
- Company Name: Vaileu Limited Liability Company
- Company Identification (EIN): 30-1329273
- Director: Tho Quang Tao
- Registered Address: 111 NE 1st St, 8th Floor, Miami, FL 33132, United States
- Support Email: support@vaileudecor.com
- Phone Number (USA): +1 (323) 622-4915
- Hours of Operation: Monday – Saturday, 7:00 AM – 7:00 PM (GMT-7, Mountain Time)