Returns and Exchanges

Choosing the perfect nappy bag is no small decision - and we believe you deserve to feel completely certain. While VANCHI bags are undeniably beautiful in photos, they're even better in person. The weight of premium materials, the smoothness of every finish, the thoughtful details you can only appreciate up close - these are the things that set a VANCHI bag apart.

That's why we proudly offer our Love-At-First-Touch Guarantee. We're confident you'll fall for the quality the moment it's in your hands - but we want you to shop with complete peace of mind. If you're not absolutely in love within 30 days, we'll offer a full refund, no questions asked.

Return policy: If you change your mind within 30 days, we'll refund or exchange your item provided it's unused, in its original condition with tags and packaging intact. Please note that return postage is the responsibility of the customer and sale and personalised items are final sale.

How to Make a Return

  1. Email info@vanchi.com with your order number and let us know whether you'd like a return or exchange.
  2. Once we've confirmed your return, we'll send you our returns address.
  3. Post your item back to us - we'll process it within 3–5 business days of it arriving at our warehouse. 

Please note:

• Return postage is the responsibility of the customer.

• To be eligible for a return or exchange, the item/s must be unused, and in the exact condition that you received it/them. Tags and packaging must be intact

• Sale and personalised items cannot be exchanged or returned

• We reserve the right to refuse returns that show signs of wear, damage, or do not meet our return criteria.

• Delays in processing timeframes may occur during collection launches and sale/promotional periods. 

• Please note we are not responsible for parcels lost or damaged in transit.  

SALE POLICY 

Sale and promotional items can be returned within 14 days of delivery for store credit or exchange, provided they are unused and in their original condition with packaging intact. Please note that refunds are not available on sale or promotional items.

Items marked as Final Sale cannot be returned, exchanged, or credited. This will be clearly noted in the product description.

FAULTY ITEMS

We take enormous pride in the quality of every VANCHI bag - but if something isn't right, we want to make it right. If your item arrives damaged or develops a fault, please email info@vanchi.com with your order number, clear images and a detailed description. Damaged items must be reported within 14 days of receiving your order, while manufacturing faults will be considered beyond this window. 

Items damaged due to incorrect care or general wear and tear are not considered faulty.

      OOPS! I made a mistake – can I change the details on my order? 

      Sure! We’ve all been there. 

      Please get in contact with us as soon as possible after placing the order to let us know the details you need to change. If we haven’t already dispatched the order, we are more than happy to make amendments to the following –  

      • Change of Delivery Address 
      • Change of Phone Number/Email address 
      • Change of Item Colour or Style (Must be the same price) 
      • Upgrade from Standard to Express Post (We will send a PayPal money request for this) 

      Can I cancel my VANCHI order before it is shipped? 

      If you have placed an order and wish to cancel it, please contact our team as soon as possible after placing the order. Where the order has not been processed, we may be able to cancel your order.  

      If your order has already been processed, you will need to follow the returns & exchanges procedure.  

      VANCHI Product Warranty 

      We take great pride in the quality craftsmanship of each product we make. That’s why we’re willing to offer a 100% manufactures guarantee for 12 months from the date of purchase.  

      The VANCHI crew diligently check all products individually before they are sent, however in the unlikely event that a fault or damage is overlooked, please contact us via email info@vanchi.com.au and we would be glad to help in any way we can. 

      When sending a warranty request, please provide the following information –  

      • Purchase Invoice with purchase date 
      • Pictures of the issue 
      • The batch number of the product – this can be found on the care label. The batch number will look like this - eg: AU5:9100 

        Please note: 

        The VANCHI Product guarantee does not cover damages caused by improper care, misuse, accidents or natural breakdown of the materials over extended time and use. All products will be evaluated by VANCHI and will be repaired or replaced at our discretion. 

        All goods will be inspected on return. It is VANCHI’s sole discretion to determine if the item(s) have been damaged other than original manufacturing defects. If that is the case, the item(s) will be returned to you at your cost and no exchange/return provided.    

        *Please keep your proof of purchase as returns or exchanges without this will be at the discretion of VANCHI. 

        I’ve emailed - What will happen next? 

        Whilst we make every effort to get back to you on the same day, as we are a family business please allow up to 2 business days for a response. A VANCHI customer care team member will be in contact with you within this time frame to make personalised arrangements.