Do you offer free returns?

Yes! We offer one free return per order. We will pay for the pick up and return charge of your parcel to us here in the UK. Please note: You are not obliged to use our return service and can return your parcel using your own method of choice if you wish (this will be at your own cost)

How long do I have to return my order?

• Please email us at info@the-virtu.com with your order number and state the item[s] you are returning.
• You will receive a confirmation email from us (within 48 working hours) to acknowledge your return request.
• We will email you a pre-paid DHL return label and provide full instructions to help you to successfully arrange a DHL collection of your return parcel.
• Indicate on the paper return form which items you are returning for a refund and the reason why.
• Pack your item[s] and return form into a shipping envelope or box (if you received your order in a Virtu Branded Box, the item[s] must be returned in this original box please).

Please note: Returns must be sent back to us in the original packaging provided. The item/s must be unworn and in perfect condition, with all Virtu Clothing designer garment tags still attached. Items that are damaged, soiled or returned without original tags may not be accepted and may be sent back to the customer. All items are individually checked by our packing team before dispatch. If you receive an item that is faulty or damaged, please contact customer care immediately (ideally with photos) at info.thevirtu@gmail.com

Can I exchange my item?

We are unable to exchange items. We can only issue a refund for good[s] returned.

Processing Time

• We have up to 14 working days from when your return is delivered to the UK for your return to be processed. Generally, we aim to process them within 7-10 working days. You will be contacted via email to confirm once your return has been successfully processed. Refunds will credit back to your account within 10 working days.
• We can only issue a return to the same bank account used to make the original purchase. If you no longer have access to this account, a store credit will be issued for future use on our website.
• Please be aware that if you chose to pay for an express delivery option when purchasing - these shipping costs will not be refunded.
• Any custom duties/taxes paid by you the customer at delivery are not processed by us and as such as we cannot provide any refund for these. You may be able to recover these costs by contacting your local customs bureau directly.