Return Policy

Returns, cancellations and uncollected orders policy

This policy applies to purchases made by consumers on VintageStickerFactory.com. The seller is identified in the terms and conditions of purchase.

For any query you can write to service@vintagestickerfactory.com. Please state your order number to help us locate it.

1. Made-to-order manufacturing and the right of withdrawal

We manufacture our products after receiving the order and its payment, according to the design and catalogue options selected by the customer.

The customer retains all rights they are entitled to for defective products, lack of conformity or failure to deliver.

2. How to exercise withdrawal where applicable

You may withdraw without stating a reason within 14 calendar days of the material receipt of the product by you or by a designated third party, other than the carrier. For an order with several goods delivered separately, the period begins upon receipt of the last item. You may notify your decision before delivery.

Send a clear statement of your decision by email to service@vintagestickerfactory.com or by post to the seller's registered office stated in the terms and conditions. It is enough to send the communication before the period expires; our prior authorisation is not required.

After notifying us, you must send the goods back without undue delay and, at the latest, within 14 calendar days of the notification, to the address shown on your order's shipping label.

The customer bears the direct cost of returning goods on withdrawal. We do not charge penalties or replacement fees. For a return due to a defect, our error or another case legally chargeable to us, the necessary costs will be borne by us.

You may examine the product as you would in a shop. You will only be liable for a diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in the terms set out by law. Applying or sticking on a vinyl may cause this diminished value; it does not automatically remove the consumer's other rights.

3. Refund on withdrawal

We will refund the payments corresponding to the contract you withdraw from, excluding the delivery cost, without undue delay and within 14 calendar days of notification of the withdrawal.

Unless we have offered to collect the goods, we may withhold the refund until we receive them or until proof of their return is provided, whichever occurs first. If the parcel is already at our workshop, a second return will not be required.

We will use the same payment method used for the purchase, unless another method is expressly agreed at no cost to the customer. Store vouchers will not be imposed in place of a refund legally owed.

4. Amendments and cancellations before delivery

You may notify withdrawal from a catalogue order before receiving it, even if its manufacture has already begun. If it has not yet been dispatched, we will stop its shipment upon receiving the notification.

If you wish to change an option rather than cancel, contact us as soon as possible. We will check whether the change is possible and inform you of any price difference so that you can accept it beforehand.

5. Defective, incorrect or incomplete products

If the product has a defect, does not match the model, size, colour or other contracted characteristics, or items are missing, contact us describing the problem. You can attach photographs if possible; these help with verification, but do not replace or limit your legal rights.

We recommend reporting visible defects within the first 14 days from receipt to speed up their resolution. This is a recommendation, not a time limit that ends the guarantee nor a condition for making a claim.

Depending on the circumstances and applicable law, you will be entitled to free repair or replacement and, where applicable, a price reduction or termination with a refund. The rights of immediate rejection recognised by applicable law are also respected. The necessary costs of collection, return and re-delivery will be borne by us.

For purchases subject to the regulations, new goods carry a liability period for lack of conformity of 3 years from delivery. The guarantee covers the product's conformity, not only manufacturing errors.

6. Orders returned for non-collection at the post office

Parcels that the carrier returns after the collection period at a post office or collection point has expired are considered returned due to non-collection. Before attributing the incident to the customer, we will check that the address provided was used, that there was a genuine opportunity for collection and that the corresponding notices were given.

Failing to collect a parcel does not, by itself, amount to notifying a withdrawal. Nor does it allow us to treat the parcel as having been materially received by the customer.

If the customer does not notify their decision to withdraw, the postal return does not by itself generate an automatic refund. We will contact them to manage the order.
The customer retains the ability to exercise withdrawal within the legal terms. The "not collected" label does not remove this right, and the period that depends on material receipt does not begin merely because the parcel was left at a post office.
If the return is due to our error or to an incident attributable to the carrier we contracted, we will resolve the problem without charging the customer for the corresponding reshipment. Any applicable refund rights are maintained.

7. Reshipment for €5

Where non-collection is attributable to the customer and they wish to receive the order again, they may request a new dispatch after confirming the address and paying a total of €5 for reshipment. This amount includes applicable taxes and the cost of this reshipment; we will not add management, return or storage charges for the same incident.

This option refers to the same order already manufactured and a destination admitted by the shop. It does not include new items or changes requiring the manufacture of other products. The new dispatch will take place within a maximum of 2 working days from the working day following confirmation of the address and receipt of payment, unless another period is expressly agreed.

You will not need to pay the €5 to exercise a withdrawal you are legally entitled to, nor to obtain the resolution of an incident chargeable to us.

8. Storage for 30 days and unanswered orders

Receipt at the workshop. We will record the return date and keep the order free of charge for an initial period of 30 calendar days from that date.
Notice to the customer. We will report the return by email, stating the order number, the date of receipt, the address where it is being kept, the available options, the €5 reshipment cost where applicable, and the deadline for responding. If notice is sent after receiving the parcel, we will extend the storage period so that the customer has at least 30 calendar days from that communication.
Response within the period. If the customer requests reshipment, exercises a right of return or raises an incident, we will keep the order while the request is being handled. A timely response prevents the order from being treated as an unanswered case even if handling continues afterwards.
No response. We will send a final notice with a new reasonable response deadline and the resolution options. Mere lack of response does not constitute an express waiver of ownership and does not extinguish the customer's legal rights.

If it is ultimately appropriate to terminate the contract, the amounts to be refunded and, where applicable, any legally chargeable costs or damages will be determined in a justified and proportionate manner. The mere passing of the period will not result in the automatic loss of everything paid.

9. Delays and orders not received

You can report a delivery incident as soon as you notice it. You do not need to wait 20 days to make a claim or waive the protection mechanisms of your payment method.

If tracking shows "delivered" but you have not received the parcel, we will investigate the delivery with the carrier. If it shows "ready for collection", we will help you locate the office and the collection period. Neither status automatically excludes a justified claim.

Where legally applicable, we will offer a new delivery or a refund. Made-to-order manufacturing does not exclude rights in cases of loss, non-delivery or non-performance. See the shipping conditions.