The Volaea Standard Guarantee: A Resolution Policy Built on Curation and Evidence
Our Philosophy
At Volaea, we don't treat feedback as complaints—we treat it as data. We are a taste‑curation team on a continuous learning project. Every note you share helps us refine what earns a place in our collection. When something isn't right, we use your experience to improve future selections and validate construction against our technical standards. This is how a curated brand stays precise, on-purpose, and anti‑hype.
Our 30‑Day Satisfaction Guarantee
We stand by your order with a 30‑day satisfaction guarantee from the day your items arrive. If something misses the mark, we'll help you reach a fair resolution—quickly and with respect.
Our "No‑Return‑Needed" Resolution
In most cases, you won't need to ship anything back. Instead, we ask for clear input so we can resolve your issue and improve our curation.
Two simple steps:
Email returns@volaea.com with your order number (#XXXX) and a detailed description of the issue (fit, feel, construction, or performance observations). This detailed feedback goes directly to our Chief Player, Anastasia, whose hyper‑sensory focus is central to our curation. As your Player's Advocate, she uses your input to refine future selections and eliminate distractions that don't meet our bar.
In some cases, we may request a simple, non-personal photo of the item laid flat with a measuring tape on a key dimension (e.g., waistband, inseam, hem). This is a scientific request. The data goes directly to our Chief Scientist, Kristi—a chemist and material specialist—who compares it against lab specifications and construction engineering tolerances to identify any manufacturing variance.
We never ask for photos of you wearing the product. Objective inputs help us fix issues at the source and protect the integrity of our collection.
Resolution Options
Based on the situation, our goal is to reach a fair outcome. Potential solutions—offered at our discretion—include:
- A complimentary replacement (for example, a more suitable size or a closely aligned style)
- Store credit for a future purchase
- A partial or full refund, determined case by case
Our aim is to resolve your issue and fold your insights back into our curation standards.
The Fine Print
Eligibility
To be eligible for a resolution, items (excluding the first item covered under our "First‑Try" accommodation below) must be new, unworn, and unwashed with original tags attached.
First‑Try Accommodation
If you purchased multiple sizes or styles to find your match, we'll work with you on the first item that didn't work. Tell us which one missed and why—your notes inform Anastasia's next curation pass and Kristi's spec reviews.
Fair Use Principle
This policy exists to encourage genuine, detailed feedback and to keep our return‑free resolution viable. We reserve the right to limit resolutions for accounts showing patterns of excessive or bad‑faith requests. If a customer chooses to return an entire multi‑item order without a specific fit, quality, or construction concern, they are responsible for return shipping.
Final Sale
Items marked "Final Sale" are not eligible for this policy.
Why This Matters
Your experience is our evidence. Anastasia translates your real‑world, on‑body feedback into higher curation standards. Kristi validates those standards against material science and construction tolerances. Together, your data makes the collection sharper, the fit truer, and the results more consistent—so you don't waste time on gear that distracts.
Questions or to start a resolution: returns@volaea.com
