Refund policy
According to the Right of Free Resolution (Decree-Law no.24/2014) applicable in Portugal, you have the right to cancel or return your order within 14 days, which means you have 14 calendar days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with the original tags still attached (including unbroken seal), and must be returned using its original shipping packaging. Items that do not meet these conditions will not be eligible for return, to help prevent fraud and misuse of our policy.
To start a return, you can contact us at info@sullenvintage.com. As the customer, you are responsible for the cost of returning the order using tracked shipping to ensure proof of return and a timely resolution to the following address: sullenvintage, Apartado 1237, EC Montijo, 2871-909 Montijo. Once the return has been shipped, please email us the tracking number and proof of postage (such as a carrier receipt). Items sent back without first requesting a return or sent after the 14 day timeframe for returns has passed will not be accepted.
You can always contact us for any return question at info@sullenvintage.com.
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. If there was a mistake on our end, you will get a full refund for your order once it's returned.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (including personalized items), lingerie, underwear, and swimwear. Please get in touch if you have any questions or concerns about your specific item. We also cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get the piece you want in exchange is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and whether your refund was approved or not. If approved, we will refund the total of your order in store credit or, upon explicit request, through the same payment method used in the initial transaction within 10 business days. Once store credit has been issued, it cannot be refunded to your original payment method, so please let us know if this is your preferred method of refund ahead of time. Please remember it can take some time for your bank or credit/debit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and your refund still hasn’t been processed, please contact us at info@sullenvintage.com.