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Detailed instructions

General information

  • our customers has 365 days to return purchased goods starting from date order
  • return goods must not have signs of wear or usage, free of damage
  • products to be returned should include its original packaging and tags it came with (pair of shoes with shoebox, clothing item with plastic bag and tags etc.)

Step 1. Fill out the form

Withdrawal form:

  • can be completed online via customer's account (no need to include the form to the package)
  • printed out or copied by hand (must be included in the package) Download form here.

We suggest enclosing a receipt issued during the purchase. *
If you use the right to withdraw the contract for one product (of many purchased on one receipt) on the withdrawal form, we suggest providing the code of the returned product and sending a photo / scan of the fiscal receipt and sending it to the address *
*This is not required, but speeds up the complaint process / withdrawal. 

Step 2. Prepare the return package


  • return packages with cash on delivery will be not accepted by the store
  • parcels sent to pickup points will be not collected by the store

Please safely pack the products before shipping. By withdrawing from the contract, Customer have obliged to deliver goods without physical defects to the Store.

Address for returns:

Aleja Krakowska 163 Hala 1
05-552 Łazy

Step 3. Send out the package

Customers can return goods by:

  • printing label from Customer's account with discounted shipping rates which will be deducted from the refund later (only for logged in Customers)
  • sending the package with carrier company of the Customer's choice. The fees are covered by the Customer.

The Store do not send couriers to collect return shipments.

After receiving package:

  • our store has 14 days to confirm and return funds to the customer after receiving the return items
  • funds will be transferred to Customer's account balance in or bank details indicated in withdrawal form
  • the customer will receive a refund for the shipping costs in the amount of the cheapest form of delivery in our store when withdrawal concerns the entire order. This not applies to partial returns of the order.
  • in case of free shipping added to the order, the cost of return shipment will be not returned

You have the right to withdraw from this contract within 14 days without giving any reason. The deadline to withdraw from the contract expires after 14 days from the day on which you came into possession of the last item or on which a third party other than the carrier and indicated by you came into possession of the last item.

Royal Fashion Vipol Sp. z.o.o.
Aleja Krakowska 163 Hala 1,
05-552 Łazy
Phone: (+48) 22 247 21 97

You must inform us to exercise your right of withdrawal of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post, fax or e-mail). You can use the model withdrawal form, but it is not mandatory. To meet the deadline to withdraw from the contract, you only need to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.

Statuory notice of withdrawal for download is availabe here.

Effects of withdrawal from the contract

In the event of withdrawal from this contract, we will refund all payments received from you, including the costs of delivery (except for additional costs resulting from the method of delivery chosen by you other than the cheapest regular delivery method offered by us), immediately, and in any case not later than 14 days from the day on which we were informed about your decision on exercising the right of withdrawal from this contract. Reimbursement will be made using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any case you will not incur any fees in connection with this refund. We may withhold the reimbursement of the payment until we receive the item or until we receive proof of sending it back, depending on which event occurs first. Please send or return the item to us immediately, and in any case not later than 14 days from which you have informed us of your withdrawal from this contract. The deadline is met if you send back the item before the 14-day deadline. You are only responsible for the reduction of the value of the item resulting from its use in a different way than was necessary to determine the nature, characteristics and functioning of things.

General information

Each complaint is considered individually. Please contact with our Customer Support before sending products from the complaint.
Complaints can be submitted:

  • via the claim form, which is available when logged into the Customer account in the store
  • by means of electronic mail to the following address:
  • by sending the complaint letter to the following address:
    Royal Fashion Vipol Sp. Z o.o.
    Aleja Krakowska 163 H-1/P-1,
    05-552 Łazy


  • inclusion of as many details will speed up the complaint process (photos of the product, details of use)
  • the store has 14 days from the moment of complaint submission to process it
  • complaint goods should be clean for inspection (without dust, mud etc.)
  • products should also include its original packaging it came with (pair of shoes includes with shoebox, clothing item includes plastic bag etc.)

Note: Above information only applies to purchases made in the online store.