Every Vita Bella piece is made to order and personalized just for you, so we want you to love it. Here's how we handle the rare times something isn't right.
If we made a mistake, we'll make it right
If your order arrives with any of these problems, we'll remake it for free or give you a full refund, including shipping:
- The embroidery doesn't match the personalization on your order
- The thread color is different from the one you chose
- You received the wrong item
- The item arrived damaged or defective
You don't need to send the item back unless we ask.
How to reach us
Email vitabellabrand@gmail.com within 7 days of delivery with your order number and a photo or two of the issue. We reply within 1 business day.
What we can't accept
Because each item is personalized, we can't accept returns or exchanges for:
- A change of mind
- Sizing (please check the size chart before ordering)
- Spelling, wording or capitalization entered at checkout. We stitch your text exactly as typed, so please double-check it.
Each piece is embroidered one at a time, so small natural variations in stitch placement are normal and not a defect.
Changes and cancellations
Need to change or cancel? Email us within 12 hours of ordering, before production starts, and we'll take care of it. Once your piece is embroidered we can't change or cancel it.
Lost or stolen packages
If your tracking shows a problem or says delivered but you can't find your package, email us and we'll help you file a claim with USPS. If USPS confirms your package was lost in transit, we'll remake and reship it once, free of charge.