Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Vipeape designs and builds solid-wood furniture and supports deliveries in the countries listed above. This page explains how Vipeape handles problems and how returns, exchanges, and refunds work for furniture orders. All figures are in USD, and you pay nothing beyond checkout—return labels or pickups plus any VAT/GST, duties, brokerage, and customs processing are covered by Vipeape where eligible (DDP on returns).
Quick summary
The return window is 30 days from delivery. Start by contacting support and include your order number. On eligible returns you will not pay extra fees: Vipeape issues the parcel label or books the freight pickup and covers international VAT/GST and duties when Vipeape’s paperwork is used. There is no restocking fee on eligible returns. Refunds are processed within 7 business days after the item arrives and passes inspection and are sent in USD to the original payment method (store credit is available on request). Your proof of purchase is the order number or the email/phone used at checkout. Support replies within 1–2 business days (Mon–Fri, EST).
Eligibility rules (furniture)
Items must be new, unused, unassembled, and unmodified so heavy hardwood parts stay safe in transit. Signs of use or changes—such as scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or leveled/installed bases—make preference returns ineligible. Include the original protection (foam, corner guards, hardware packs, manuals, tools). If something is missing, repack to an equal or better protection level.
Items that have been assembled, installed, glued, or altered can return only when Vipeape confirms a manufacturing defect or verified transit damage. Intended use is indoor residential/studio. Some large pieces need pallet pickup or a liftgate; Vipeape will share the steps during scheduling. Return shipments must originate from the regions listed at the top of this page.
Natural wood characteristics
Solid wood varies naturally in grain, color, small knots, and figure. These are material traits, not defects, and are evaluated as such in every covered country.
If something is wrong (damage, defect, or wrong item)
If a piece arrives damaged, has a production fault, or does not match the ordered model/size/finish, Vipeape will make it right. Typical issues include crushed corners, cracked tops, chipped coating, mis-cut or misaligned joints, tops that are not level, unstable bases, or hardware that will not seat. Vipeape provides prepaid return shipping (parcel label or scheduled freight pickup) and will send a replacement subject to stock/lead time or issue a full refund in USD. Any outbound shipping paid for that item at checkout is also refunded. For minor cosmetic problems, Vipeape may send replacement parts or a touch-up kit. For international returns, Vipeape covers VAT/GST, duties, brokerage, and customs processing when Vipeape’s return label and documents are used (DDP for returns).
Change of mind (space, size, or finish preference)
A preference return may be requested within 30 days if the item is unused and properly packed. Vipeape pays the return freight—you will not be asked to pay anything beyond checkout. After inspection confirms complete parts and like-new condition, Vipeape refunds the product price in USD. Original outbound shipping, if paid at checkout, is not refunded for preference returns. Any price difference for exchanges is settled in USD at the time the exchange is processed.
Items that cannot be returned
Gift cards, final-sale/clearance items, and custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard bases) are ineligible unless defective or damaged at delivery. Any furniture that has been used, assembled, installed, modified, or refinished cannot be returned. If your order included a promotional bundle or free gift, all items must be returned; otherwise, Vipeape may deduct the prorated value of missing items from the refund.
How to start a return
Email [email protected] or use the site contact form within 30 days of delivery and include the order number with a short description. If the issue is damage or a defect, contact Vipeape within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and affected areas; keep all packaging until next steps are confirmed. Vipeape replies within 1–2 business days. If eligible, Vipeape issues a prepaid parcel label or books a freight pickup and provides packing guidance.
Return address: Vipeape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Labels and pickup authorizations usually expire after 10 calendar days—please ship or be available within that time. After the first carrier scan, transit risk transfers to Vipeape. Returns must include the Vipeape Return Authorization included with the label; shipments sent without authorization may be delayed.
Packing guidance (furniture)
Keep tops, legs, and bases from moving in the box. Reuse original foam and corner guards if possible. Bag all hardware and tools and secure the bag inside the carton or crate. If the original carton is gone, use a new heavy-duty box or pallet crate with thick padding on all sides and seal every seam firmly. For freight returns, Vipeape will confirm pallet requirements and provide BOL (bill of lading) details.
Inspection checklist
Reviewers check the correct model, size, and finish, confirm all parts and hardware, verify no signs of use or alteration, and make sure the protective packing is strong enough to prevent new damage in transit. If parts are missing or packing is inadequate and damage occurs, Vipeape may reduce the refund to cover repair or replacement, or—if you prefer—return the item. You will not be charged new fees; Vipeape coordinates and pays the required logistics.
Refund timing and method
Once the return arrives and passes inspection, Vipeape processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Card issuers and banks may take up to 7 additional business days to post funds. Any currency conversion or FX spread is determined by your bank or card provider.
Exchanges
Requests for a different size or finish are accepted for 30 days when stock allows. For preference exchanges, Vipeape covers shipping for both the return and the replacement. For issue-based exchanges (damage, defect, or wrong item), shipping is also covered. Replacements ship after the original item is received and inspected; cross-shipping is not available.
Refused deliveries and undeliverable shipments
If a delivery is refused without prior notice and the carrier reports no damage, Vipeape will still coordinate the return and cover carrier charges. Vipeape can reschedule at no cost or issue a refund under the rules above once the item returns and is inspected. If refusal is due to visible carrier damage noted with the driver, Vipeape will handle the claim and no re-delivery fees will apply.
Taxes, duties, and customs on returns (international)
For eligible returns from covered countries, Vipeape prepares the re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—provided you use Vipeape’s label and instructions. Using an unapproved, self-arranged courier shifts responsibility for customs charges and loss or damage to the sender and may delay processing.
Processing and shipping times (reference)
Most furniture orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded). Typical post-dispatch transit is 6–8 business days to the U.S. & Canada, 7–9 to Europe & UK, and 9–10 to Australia. For delivery methods and tracking behavior, see Vipeape’s Shipping Policy.
Additional notices for regional compliance
Nothing here limits EU/UK statutory rights (including cooling-off where applicable). If local law offers stronger protection, Vipeape will honor it. All refunds and exchanges are calculated and issued in USD; any FX conversion shown by your bank or card is set by that provider.
Contact details: [email protected] · Vipeape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Business hours: Mon–Fri (EST).
Need assistance?
Vipeape responds within 1–2 business days (Mon–Fri, EST). For faster help, include your order number, delivery address, and photos/video when reporting damage or defects.
