Refund policy

At Viamaro, we want you to love what you ordered. If something isn’t right, we’re here to help.

Your Right of Return

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is longer than the 14-day withdrawal period required by law in the EU and Ukraine.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed, undamaged, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

To initiate a return, please contact us at info@viamaro.eu. Our team will confirm your return eligibility and provide you with instructions.

Depending on which Viamaro entity fulfilled your order, returns should be sent to the applicable address:

• Orders fulfilled by Viamaro Switzerland: Valentyna Romanenko, Entreprise individuelle, Tscharnerstrasse 1, 3007 Bern, Switzerland
• Orders fulfilled by Viamaro Ukraine: Romanenko Valentyna Valeriivna, Individual Entrepreneur, Poltavska St 10, Kyiv, 01135, Ukraine

If your return is accepted, we will send you return instructions and, where applicable, a return shipping label. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect, in which case Viamaro will cover the return shipping cost.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For damage in transit, please tell us within 7 days and keep the packaging, as carriers set their own deadlines for claims. This does not affect your rights if a fault appears later on.

Exceptions / Non-Returnable Items

For hygiene reasons, the following items cannot be returned once the hygiene seal or sealed packaging has been opened:

• Underwear and intimate apparel
• Swimwear
• Earrings and pierced jewellery

Items that are clearly marked as “Final Sale” or “Non-Returnable” at the time of purchase cannot be returned under our 30-day policy. If you are in the European Union, the right of withdrawal described below still applies to them.

Sale & Outlet: items purchased from our Sale collection are past-season pieces sold at a reduced, final price. Like other Final Sale items, they cannot be exchanged or returned under our 30-day policy, unless the item is defective, damaged, or incorrect.

Gift cards are non-refundable.

If you have questions about whether your item is eligible for return, please contact us at info@viamaro.eu.

Exchanges

We do not offer direct exchanges. The easiest way to receive a different item is to return your original purchase and place a new order.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 14 days of your return reaching us. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If you paid on collection at a Nova Poshta branch, or in cash at one of our showrooms, refunds will be issued via bank transfer to a bank account you provide.

If more than 14 days have passed since your return reached us and you have not received your refund, please contact us at info@viamaro.eu.

EU Right of Withdrawal

If you are located in the European Union, you have a statutory right to withdraw from your purchase within 14 days without giving any reason. Our 30-day return policy is an additional voluntary period on top of this right.

The withdrawal period begins from the day you, or a third party you have nominated, receive the last item of your order. This statutory right also applies to discounted and Final Sale items, unless a specific legal exception applies.

Cancellations: if your order has not yet been fulfilled, you may cancel it directly through your customer account at account.viamaro.eu.

Returns: if your order has already been fulfilled, you may initiate a return through your customer account at account.viamaro.eu or by contacting us at info@viamaro.eu. Once you notify us of your withdrawal, you must return the items within 14 days. Return shipping is paid by you, unless applicable law requires otherwise.

Refunds: we will issue your refund without undue delay and, in any event, within 14 days of receiving your notice of withdrawal. The refund includes the purchase price and the standard outbound shipping cost you paid. Premium or express shipping upgrades are non-refundable. We may withhold the refund until we have received the returned goods, or until you have provided proof that you have sent them back, whichever is earlier.

The hygiene exceptions listed above also apply to this right once the seal or sealed packaging has been opened. Goods made to your specifications or personalised for you may also be excluded.

Contact

For any return or refund questions, please contact our customer care team: info@viamaro.eu

Last updated: 12 September 2026