Terms of service

Last Updated: September 14, 2026

Welcome to Vanhecloud.

These Terms of Service (“Terms”) govern your access to and use of the Vanhecloud website, customer accounts, products, checkout, and related services.

By using our website or placing an order, you agree to these Terms and the policies referenced in them. Please read these Terms carefully before completing a purchase.

Nothing in these Terms limits consumer rights that cannot legally be excluded, restricted, or waived.

1. About Vanhecloud

Vanhecloud is an independently operated online retail store based in the United Kingdom. We sell women's clothing directly to customers through our official website.

Our product categories include:

• New Dresses

• Maxi Dresses

• Mini Dresses

• Midi Dresses

• Tops

• Bottoms

• Outerwear

• Tees & Tanks

• Loungewear

• Pajamas

Vanhecloud is not an online marketplace and does not claim to represent an unrelated designer, manufacturer, or third-party brand unless clearly stated on a product page.

Store Name: Vanhecloud
Business Type: Independently Operated UK Online Fashion Retail Store
Website: www.vanhecloud.com
Business Address: 338 Court Oak Road, Birmingham, B32 2EB, United Kingdom
Support Email: hello@vanhecloud.com
Support Phone: +44 121-647-1784

2. Eligibility to Use Our Website

You must be legally capable of entering into a binding purchase contract under the law applicable to you.

If you are under the age of legal majority in your country or region, you may use the website or place an order only with the involvement and authorization of a parent or legal guardian where required.

You are responsible for ensuring that your use of the website and purchase of products complies with applicable laws.

3. Website Use

You agree not to:

• Use the website for unlawful, fraudulent, or misleading activity

• Submit false or unauthorized payment or customer information

• Impersonate another person or misrepresent your identity

• Attempt to bypass website, account, checkout, or security controls

• Introduce malicious code, viruses, or other harmful technology

• Interfere with the operation, availability, or security of the website

• Access restricted systems or information without authorization

• Use automated systems in a way that unreasonably burdens the website

• Use website content in violation of intellectual property rights

• Use our products or services for an unlawful purpose

We may reasonably restrict or suspend access where necessary to protect customers, the website, our payment systems, or our legal rights.

4. Product Information

We make reasonable efforts to provide accurate and current information about:

• Product descriptions

• Product images and colors

• Available sizes and measurements

• Materials and care information where available

• Prices

• Availability

• Shipping information

Our products include dresses, tops, bottoms, outerwear, tees and tanks, loungewear, and pajamas.

Product colors may appear slightly different because of device displays, photography, lighting, or reasonable manufacturing variations.

Customers should review product descriptions, measurements, and size information before ordering.

If a product is materially different from its description, damaged, defective, or incorrect, please contact Customer Support. Your rights will be handled according to our Return & Refund Policy and applicable consumer law.

5. Product Availability

Product availability may change without notice. Placing an item in a shopping cart does not reserve it.

If a product becomes unavailable after an order is submitted, we will contact you and, where applicable, cancel the affected item and issue a refund to the original payment method.

6. Order Process and Contract Formation

The order process generally works as follows:

1. You select products and review your shopping cart.

2. You provide delivery, contact, and payment information.

3. You review the checkout total and submit the order.

4. We send an order acknowledgement or order confirmation email.

5. We review payment, product availability, and order information.

6. We accept and fulfil the order or notify you if it cannot be accepted.

Product listings are invitations to submit an order. Your submitted order is an offer to purchase the selected products.

An automated order acknowledgement confirms that we received the order. It does not necessarily mean that the order has been finally accepted.

Unless applicable law requires otherwise, a purchase contract is formed when we send an express order acceptance or shipping confirmation.

If payment was taken but we cannot accept the order, we will cancel the affected transaction and issue the applicable refund or authorization reversal.

The contract language is English. Order information and the applicable policies are provided electronically in a format that customers may save or print.

7. Reasons an Order May Be Refused or Cancelled

We may refuse or cancel an order for a legitimate reason, including:

• The product is unavailable

• Payment cannot be authorized

• Customer or delivery information cannot be verified

• The transaction is flagged as potentially fraudulent or unauthorized

• A material or obvious pricing or product-information error occurred

• The order violates applicable law or these Terms

• Shipping restrictions prevent lawful delivery

• Another circumstance makes fulfilment impossible or unlawful

We will not cancel an accepted order solely to avoid a legal obligation. If an order is cancelled after payment, the appropriate amount will be returned to the original payment method.

8. Customer Information and Order Accuracy

Customers are responsible for providing accurate and complete:

• Full name

• Email address

• Telephone number

• Billing address

• Shipping address, including apartment or unit details

• Product, size, color, and quantity selections

• Payment information

Please review your information before submitting the order and contact us promptly if a correction is needed.

We will make reasonable efforts to correct an order before processing or shipment. Once processing or shipment begins, a requested change may no longer be possible.

To the extent permitted by law, customers may be responsible for reasonable additional costs caused by incorrect or incomplete information they supplied, provided those costs are disclosed before being charged.

9. Pricing, Currency, and Taxes

The primary currency used on our website is United States Dollars (USD).

The currency and final amount displayed during checkout are authoritative for the transaction.

Prices may change before an order is submitted. A price change will not normally affect an order after a purchase contract has been formed, except where correction is required by law or the customer agrees to the change.

The checkout total may include product prices, discounts, applicable taxes, and any other charges clearly displayed before payment.

For international orders, import VAT, customs duties, or other government-imposed charges may apply. Any amount collected by Vanhecloud will be displayed during checkout. Amounts not collected at checkout may be assessed by local authorities or service providers where applicable.

Banks and payment providers may apply currency-conversion or foreign transaction fees that are not controlled by Vanhecloud.

10. Payment

Available payment methods are displayed during checkout and are explained in our Payment Policy.

The payment methods may include:

• Shop Pay and Shop Pay Installments

• Visa

• Mastercard

• American Express

• Diners Club

• Discover

• Maestro

• Apple Pay

• Google Pay

• PayPal

The payment methods actually available for a particular transaction are those displayed during checkout.

By submitting payment information, you confirm that:

• The information is accurate

• You are authorized to use the selected payment method

• You authorize the applicable provider to process the transaction

Payments are processed through Shopify and supported payment providers. Vanhecloud does not store complete payment card numbers on its own systems.

Payment authorization, temporary holds, declined payments, installment eligibility, refunds, and payment disputes are governed by our Payment Policy and the terms of the applicable provider.

11. Shipping and Delivery

Vanhecloud provides Free Standard Shipping to destinations enabled for delivery on our website unless a different charge is clearly displayed during checkout.

Our current estimated timeframes are:

Order Processing: 1–3 business days
Shipping Transit: 6–9 business days
Estimated Total Delivery: 7–12 business days

Processing time is separate from shipping transit time.

Delays may result from carrier disruption, weather, public holidays, customs procedures, incorrect addresses, or other circumstances outside our reasonable control.

We will take reasonable steps to communicate material delays and meet legally required delivery obligations.

Nothing in these Terms removes any right to cancel or obtain a refund when goods are not delivered within an agreed or legally required period.

Complete shipping terms, enabled destinations, tracking information, and delivery procedures are provided in our Shipping Policy.

12. Transfer of Risk and Ownership

Unless applicable law provides otherwise, responsibility for loss of or damage to the goods passes to the customer when the customer, or a person identified by the customer, takes physical possession of the goods.

Ownership of the products passes after full payment has been received and the products have been delivered.

Different risk rules may apply if a customer independently appoints a carrier that Vanhecloud did not offer, subject to applicable law.

13. Order Cancellation

Customers may contact us to request cancellation before an order enters processing or shipment.

We will make reasonable efforts to fulfil the request, but operational cancellation cannot be guaranteed after fulfilment has begun.

If the order has already shipped, customers may use the applicable return procedure after delivery.

Nothing in this section limits statutory distance-selling cancellation rights.

14. Returns, Exchanges, and Refunds

Vanhecloud offers a commercial return period of 30 calendar days after delivery, subject to the eligibility requirements in our Return & Refund Policy.

Vanhecloud does not charge a restocking fee. The restocking fee is $0.00.

Customers generally pay return shipping for change-of-mind, size, fit, color, style, or preference-based returns.

Vanhecloud arranges or covers return shipping when the customer receives an incorrect item, the item arrives damaged, or the item has a confirmed defect or quality issue.

Approved refunds are processed to the original payment method within 1–3 business days after inspection and approval. Payment providers may require additional time to post the funds.

Complete eligibility, inspection, exchange, shipping, and refund procedures are explained in our Return & Refund Policy.

15. Statutory Consumer Rights

Our commercial policies are provided in addition to mandatory consumer rights.

UK consumers purchasing eligible goods online generally have a legal right to notify us of cancellation within 14 calendar days after receiving the goods, without providing a reason. They generally have another 14 calendar days after notification to return the goods.

Consumers may also have legal remedies when goods are:

• Faulty

• Damaged

• Not as described

• Not of satisfactory quality

• Not fit for an applicable disclosed purpose

• Otherwise non-conforming under applicable law

Depending on applicable law and the circumstances, available remedies may include repair, replacement, price reduction, rejection, or refund.

Consumers in the European Economic Area, United States, and other jurisdictions may have additional mandatory rights under the laws applicable to them. These Terms do not remove those rights.

Consumer Rights Notice:
Nothing in these Terms or any Vanhecloud policy excludes, restricts, or replaces rights that cannot legally be excluded or restricted.

16. Customer Accounts

If you create an account, you are responsible for:

• Providing accurate account information

• Keeping login credentials confidential

• Using reasonable security measures

• Notifying us of suspected unauthorized activity

• Updating information when necessary

Please contact us promptly if you believe your account has been accessed without authorization.

We may temporarily restrict an account where reasonably necessary to investigate fraud, protect customer information, or comply with law.

17. Promotions and Discount Codes

Promotions and discount codes may be subject to additional conditions disclosed with the offer.

Unless stated otherwise, promotional offers:

• Apply only during the published promotional period

• Cannot be redeemed for cash

• May be limited to eligible products or customers

• Must be entered before payment is completed

Promotions do not reduce or remove mandatory consumer rights.

18. Intellectual Property Rights

Website content, including text, graphics, logos, layout, photographs, product descriptions, and design elements, is owned by or licensed to Vanhecloud and protected by applicable intellectual property laws.

Vanhecloud grants customers a limited, revocable, non-exclusive right to access the website for personal shopping and other lawful, non-commercial purposes.

Except where legally permitted, you may not copy, reproduce, distribute, modify, sell, republish, or commercially exploit website content without prior written authorization.

Third-party names, logos, or trademarks remain the property of their respective owners.

19. Reviews, Comments, and Customer Content

If you submit a review, image, comment, suggestion, or other content, you confirm that:

• You created it or have permission to submit it

• It reflects your genuine experience where presented as a review

• It does not infringe another person’s rights

• It does not contain unlawful, abusive, deceptive, or malicious material

• It does not contain another person’s private information without permission

• It does not contain malicious software or harmful code

You retain ownership of your content. You grant Vanhecloud a non-exclusive, worldwide, royalty-free license to host, reproduce, display, format, and use submitted content for operating, improving, and promoting our store while the content remains published or as otherwise permitted by law.

We may moderate or remove content that violates these Terms, applicable law, or the rights of others.

20. Third-Party Services and Links

Our website may use or link to third-party services, including:

• Shopify

• Payment and wallet providers

• Shipping and fulfilment providers

• Analytics and advertising services

• Customer-support tools

• Social-media or external websites

Third-party services may operate under their own terms and privacy policies. Customers should review those terms before using an external service.

Vanhecloud is not responsible for independent third-party content or conduct outside our reasonable control. This does not remove Vanhecloud’s responsibility for its own obligations or for service providers where the law makes Vanhecloud responsible.

21. Website Availability and Changes

We make reasonable efforts to keep the website available, accurate, and secure.

Website access may occasionally be interrupted by maintenance, updates, security incidents, technical problems, or circumstances outside our reasonable control.

We may update, suspend, or discontinue a website feature where reasonably necessary. Such changes will not remove rights arising from an existing accepted order.

22. Reasonable Disclaimers

We do not promise that the website will always be uninterrupted or entirely free from minor technical errors.

Delivery dates are estimates and may be affected by circumstances outside our reasonable control.

Nothing in this section excludes statutory warranties or guarantees relating to product quality, description, fitness, safety, title, or other rights that cannot legally be excluded.

23. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence

• Fraud or fraudulent misrepresentation

• Breach of mandatory consumer rights

• Liability arising from defective products where it cannot be excluded

• Any other liability that applicable law does not permit us to limit

If we breach these Terms, we are responsible for loss or damage that is a reasonably foreseeable result of that breach or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable, losses caused by inaccurate information supplied by the customer, or independent events outside our reasonable control, except where applicable law provides otherwise.

Our products are supplied for private consumer use. If a customer uses a product for an unauthorized commercial or resale purpose, we are not responsible for business losses such as lost profits or lost business opportunities, except where liability cannot legally be excluded.

24. Events Outside Reasonable Control

We are not responsible for delay or failure caused by an event outside our reasonable control to the extent permitted by law.

Such events may include:

• Severe weather or natural disasters

• Carrier or transport disruption

• Customs or border delays

• Government action or legal restrictions

• Major telecommunications or infrastructure failures

• Other events that could not reasonably be prevented

We will take reasonable steps to reduce the effect of the disruption and notify affected customers where appropriate.

If a delay becomes substantial, customers retain any cancellation or refund rights provided by applicable law.

25. Privacy and Cookies

Our Privacy Policy explains how we collect, use, disclose, retain, and protect personal information.

Our cookie banner and privacy controls provide available choices relating to non-essential cookies and advertising technologies.

Please review our Privacy Policy, GDPR Compliance page, and Do Not Sell or Share My Personal Information page for additional information.

26. Suspension or Termination

We may suspend or terminate website or account access if a customer:

• Materially violates these Terms

• Uses the website fraudulently or unlawfully

• Creates a security risk

• Misuses customer, payment, or website systems

Where reasonable, we will provide notice and an opportunity to address the issue unless immediate action is required for security, fraud prevention, or legal compliance.

Suspension or termination does not remove rights or obligations arising from an existing accepted order.

27. Changes to These Terms

We may update these Terms to reflect changes in our services, business practices, website features, or legal obligations.

Updated Terms will be posted with a revised “Last Updated” date.

The terms applying to a purchase are generally those in effect when the relevant purchase contract is formed. Later changes will not retrospectively reduce rights under an existing order.

Where required, we will provide additional notice of material changes.

28. Severability

If a court or competent authority finds part of these Terms unlawful or unenforceable, that part will be applied or removed only to the extent necessary. The remaining provisions will continue to apply.

29. No Waiver

If either party does not immediately enforce a right under these Terms, that does not permanently waive the right.

30. Transfer of These Terms

We may transfer our rights or obligations as part of a legitimate business transfer or restructuring, provided this does not materially reduce a consumer’s rights.

Customers may transfer their rights where applicable law permits or where Vanhecloud agrees in writing.

31. Governing Law and Jurisdiction

These Terms and contracts formed through Vanhecloud are governed by the laws of England and Wales.

If you are a consumer living outside England and Wales, you continue to receive the benefit of mandatory consumer protections available under the law applicable to you.

Nothing in this section prevents a consumer from bringing proceedings in a court available under applicable mandatory law.

32. Complaints and Dispute Resolution

If you have a concern about an order, product, payment, delivery, return, or refund, please contact Customer Support first so we can investigate.

Please include:

• Your order number

• Your name and contact email

• A clear description of the issue

• Supporting photographs or documents when applicable

We will make reasonable efforts to resolve complaints fairly and promptly. The parties may agree to use an available alternative dispute-resolution service, but these Terms do not require consumers to submit disputes to mandatory arbitration.

Nothing in this section prevents a customer from contacting a payment provider, consumer authority, regulator, or competent court where entitled to do so.

33. Contact Us

If you have questions about these Terms of Service, please contact us:

Store Name: Vanhecloud
Website: www.vanhecloud.com
Business Address: 338 Court Oak Road, Birmingham, B32 2EB, United Kingdom
Support Email: hello@vanhecloud.com
Support Phone: +44 121-647-1784
Support Hours: Monday – Friday, 9:00 AM – 6:00 PM Central Time (CT)
Saturday, Sunday, and Public Holidays: Closed

We aim to respond to customer inquiries within 24–48 business hours.