Widerrufsrecht

Exchanges

We understand that fit is personal. Many Viracocha pieces are intentionally designed with an oversized or baggy fit, and some customers may prefer to size up or down depending on how they want the piece to sit.

If your item does not fit as expected, you can request a size exchange within 30 days of receiving your order.

Email email@viracocha.xyz with your order number, the item you would like to exchange and the size you need, or contact us on Instagram @viracocha.uk. Our customer service team will provide you with the return address and instructions.

Once your item has been returned and inspected, we will send out your replacement size.

We strongly recommend checking the sizing information and measurements provided on each product page before ordering. If you are unsure which size to choose, feel free to contact us before placing your order and we will be happy to help.

Returns

Items returned to us must be unworn, unwashed and in their original condition, with all original tags attached.

If an item shows signs of wear, has been washed, damaged after delivery, or has had its tags removed, we may be unable to accept the return or exchange and the item may be sent back to you.

Please contact us before returning anything. Our team will provide the correct return address and instructions to make sure your return is handled properly.

If your item arrives defective, damaged, or you receive the wrong item or size, please contact us as soon as possible and we will do our best to resolve it for you. Where possible, we will arrange a replacement. If a suitable replacement is unavailable, or the customer requests, we will arrange a refund.

Refunds

We encourage customers to choose carefully using the sizing information provided on our website and, where possible, opt for an exchange if they would simply prefer a different fit or size.

We do offer refunds where eligible. Once your return has been received and inspected, your refund will be issued back to your original payment method.

Once processed, refunds typically take 2–7 business days to appear in your account, depending on your bank or payment provider.

Where permitted by law, original shipping costs and any applicable international customs duties or taxes incurred may be deducted from the refund.

Nothing in this policy affects your statutory consumer rights.

Delivery Issues

Please double-check that your delivery address is complete, accurate and secure before placing your order.

If you notice an issue with your address, contact us as soon as possible. If your order has not yet been dispatched, our team will do everything we can to help correct it.

Once a parcel has been confirmed as delivered by the courier, we cannot automatically issue a replacement or refund. However, if you are having trouble locating a delivery, please contact us. Our customer service team will help as much as possible by checking the tracking information and assisting you with the next steps.

If a parcel is returned to us because the address supplied was incorrect, incomplete or the parcel was otherwise undeliverable, we can arrange for it to be sent again once it reaches us. 

Questions

If you have any problems with an order, sizing, delivery or a return, please get in touch. We would always rather you contact us so we can help find the best solution.

Email: email@viracocha.xyz
Instagram: @viracocha.uk