Frequently Asked Questions

No. Wholesale (B2B) orders on VESTRA are closed to returns. A confirmed order is a firm commercial commitment between two businesses, and neither VESTRA nor the seller accepts goods back because you over-ordered, the season moved on, the goods did not sell, or your own customer returned them to you. This is the normal rule in wholesale and it is what allows trade prices to be quoted at all.

In three cases, and only these three: the goods are WRONG (a different article, model, colour or size than the order), the delivery is INCOMPLETE (fewer pieces than invoiced, or a missing box), or the goods are FAULTY (a manufacturing defect, damage, or a material difference from the listing that was not disclosed). Counterfeit goods are treated separately and more seriously — see the Authenticity section.

Three days. You must notify us within 3 days of delivery. This is the single deadline that matters: after it passes the delivery counts as accepted and the seller is paid. There is no extension for holidays, staff absence, or unopened cartons — if you cannot inspect a delivery within three days, arrange for someone who can.

Calendar days, not business days, starting from the delivery date recorded by the carrier or confirmed in your order. A delivery on Friday must be reported by Monday. The clock stops the moment your claim is submitted in the platform — not when the seller replies to it.

Open the order in your account dashboard and click "Open dispute", or write to support@vestrasales.com quoting the order reference. Do it inside the platform where possible: a claim raised only by telephone or in a private e-mail thread with the seller leaves no record, and without a record there is nothing to enforce.

The order reference; how many pieces are affected and which articles; photographs of the goods showing the problem; a photograph of the shipping label and the outer carton; and for a shortage, a photograph of the packing list. Send this in one message. An incomplete claim still counts as filed on the day you sent it, but it cannot be decided until the evidence is complete, so send everything at once.

No — never return anything without written authorisation. A claim is not a return. If a return is agreed you receive a written authorisation naming the address and the pieces to send back. Goods shipped back without it may be refused, may be lost, and weaken your own claim because nobody can verify what was in the box.

Exactly as delivered: unused, unworn, unwashed, with all original tags, labels and packaging, and complete. Do not remove security tags, do not price-label them for your own shop, and do not split assortment packs. Faulty pieces are of course returned in the condition they arrived in — the point is that nothing may be added to the damage after delivery.

The seller, when the claim is upheld — wrong, missing or faulty goods are the seller's cost, including collection where a carrier pickup is arranged. If the claim is not upheld, the goods stay with you and any shipping you paid is not reimbursed. Do not send anything freight-collect without written agreement; unauthorised charges are refused.

VESTRA reviews the claim within 2 business days and asks the seller for their account. Most cases are decided on the photographs alone. If the two sides describe the goods differently we may ask for further images, a sample to be sent, or an independent inspection. You are told the outcome in the order thread, so the whole file stays in one place.

A replacement delivery, a partial credit where you keep the goods (common for a small defect rate in a large batch), or a refund of the affected pieces against their return. VESTRA decides between them with the seller and tells you which applies. A refund covers the affected pieces and their share of the freight — not your onward costs, lost sales, or your own customer's claim against you.

Count the cartons against the delivery note before you sign for them, and write any shortage on the carrier's receipt at that moment. A shortage discovered after a clean signature is much harder to prove, though it is still claimable inside the 3 days if the carton weights or the seal tell the story. Photograph sealed cartons before opening them.

Note the damage on the carrier's receipt before signing, photograph the packaging before you open it, and file the claim inside the same 3 days. Transit damage is a carrier matter and the carrier's own deadlines can be shorter than ours, so the note at the door is what protects the claim. Do not discard the packaging until the case is closed.

Made-to-order and customised production, goods altered or labelled by you after delivery, and anything sold as final-sale clearance where the listing says so. Sample orders are also final: they exist so you can judge the goods before committing to a wholesale quantity, which is exactly the decision a return would otherwise cover.

Yes. Funds are not released while a claim is open, and the automatic release is set so that it cannot happen before your 3 days have run. This is the practical reason the deadline is short: your money is held for exactly as long as your right to complain lasts.

VESTRA decides the case, not the seller. Where a claim is upheld the refund or replacement is enforced from the escrowed funds; a seller who will not comply loses their verified status, is suspended, and is removed from the platform. You do not have to negotiate this yourself.

No. VESTRA is strictly business-to-business and only KYB-verified companies can transact here. The 14-day distance-selling withdrawal right applies to consumers buying for private use and does not apply to a trade purchase for resale. The rules on this page are what governs your order, together with the Terms of Service.

No returns for change of mind. Wrong, missing or faulty goods only. Tell us within 3 days of delivery, with photographs, through the platform. Do not ship anything back until we authorise it in writing.