Shipping & Returns
What is the return policy?
If you are not fully satisfied with your purchase, Vimbai Madya will accept returns for either an exchange/store credit or a full refund within 14 days from the delivery date with the exception of sale items. All sales are final on permanently discounted or marked down merchandise. Sale or clearance items are NOT eligible for return or exchange.
After 14 days from the delivery date, Vimbai Madya will accept returns subject to the following conditions.
3) No refunds or exchanges will be permitted after 14 days from the delivery date.
Any items that have a quality defect as reported by the customer will be excluded from the above policies.
If you would like to make a return, please follow the steps noted below.
1) Email us with your order # and indicate the reason for your return. Please also indicate in your email if you would like a refund or an exchange.
2) Our customer service team will respond to you in 24-48 hours .
3) Please pack the items if possible in the original box. Vimbai Madya is not responsible for items damaged or lost in transit.
4) Ship your return with an insured mail service and retain your receipt.
5) Once we receive the return, we will inspect the product to ensure the returned items are in good condition and not damaged.
6) If the inspection is passed, refunds will be processed immediately.
Can I change or cancel my order?
Once the order has been placed, it cannot be changed online. If your order has not yet shipped, we’ll try to catch it before it goes out the door. Most orders process and ship within 3 days for readily available items and 5-10 days for preorders. If it has not yet been processed we can cancel your order so that you can place it once more with the correct items. Please Contact Us immediately to notify us of any changes you would like to make on your order. Customer Service is available Monday – Friday between 9AM – 5PM PST time
When do I get my refund once I have returned an item?
Once your item has been received , it may take up to 3-5 business days for the refund to post depending on your card-issuing bank.
How long will it take to receive my order?
Once you placed an order with us, please allow up to 1-5 business days for processing orders. Some of our products are preorder handmade hence it takes time to get your order ready. If you need something by a certain date, please send us an email at email@example.com We will always do our best to accommodate your requests and we appreciate your understanding and patience.
Unless otherwise agreed or stipulated in the Customer’s order or on the Website, the Customer’s order will be delivered by the courier company specified by Vimbai Madya, to the address provided by the Customer during the order process. The Customer must ensure that someone will be available at the delivery address during Business Hours (between 08:00 and 17:00 on Business Days) in order to receive delivery of the products. The Customer will be responsible for any additional fees that may be charged by the courier if no one was available to receive delivery of the order at the address specified by the Customer.
Vimbai Madya will make an effort to ensure that delivery takes place within the time period specified on the Website in relation to the Customer’s order. However, the size and quantity of an order as well as the distance between Vimbai Madya or our artisans and the delivery address provided, amongst other circumstances, may require a longer period for delivery. The Customer will be notified from time to time of any anticipated delays with delivery and, in such circumstances, the updated delivery time will substitute and take preference over the delivery time stipulated in the confirmatory email or reflected on Vimbai Madya’s invoice.
Do you ship internationally?
Yes, we ship orders to many countries worldwide. We charge a shipping and handling fee of $20 - $75 depending on the country of destination.