Refund policy

Returns & Exchanges

We want you to be fully satisfied with your purchase. If something isn't right, you have 30 days from the delivery date to request a return or exchange.

Return Eligibility

To qualify for a return, items must be:

– In the same condition in which you received them
– Unworn and unused
– With original tags attached
– In the original packaging
– Accompanied by a receipt or proof of purchase

How to Start a Return or Exchange

Go to https://vortello.cc/a/service to begin the process. Once your return is approved, we'll provide you with instructions and a return shipping label (depending on your region).

Please do not send any items back without contacting us first. Unannounced returns will not be accepted.

Customers Within Europe and the USA

– Free returns within 30 days
– Vortello provides the return shipping label
– Refunds or exchanges are processed once the item is received, or once you provide a valid tracking link

Customers Outside Europe and the USA

– Return shipping costs are the customer's responsibility
– For exchanges, you only pay for the return — we'll ship the replacement jersey free of charge
– Refunds or exchanges are processed once the returned item arrives, or a valid tracking link is provided
– All customs duties, taxes, or other fees incurred when receiving or returning a package are the responsibility of the customer

Important: When returning an item from outside the EU or USA, please clearly mark the shipment as "Returned Goods – No Commercial Value" on the customs declaration. This ensures Vortello does not incur import duties on the returned item. We cannot accept returns where import duties or taxes are charged to us.

Damages & Issues

Please inspect your item upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at info@vortello.cc so we can make it right.

Refunds

Once your return is received and inspected (or once you send us a valid tracking link), we'll confirm whether your refund is approved. If approved, we'll issue your refund to your original payment method. Please note it may take a few business days for your bank or credit card provider to process the refund.

Exchanges

The fastest way to get the item you want is to return the one you have and place a new order. We also offer direct exchanges: once your return is received or a tracking link is provided, we'll ship the replacement jersey.

Questions?

Reach out anytime at info@vortello.cc — we're happy to help.