Vyrao

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://vyrao.com/
• Customer Care (orders, returns, faulty or damaged items): [email protected]
• U.S. storefront (USD): https://vyrao.com/en-us
• Consumer Affairs form (product reactions and enquiries): https://vyrao.com/en-us/pages/consumer-affairs
• Sales / wholesale enquiries: [email protected]
• Written cancellation notices and correspondence under the Terms (clauses 8.4, 16.3): [email protected]
• Stockist locator: https://vyrao.com/en-us/pages/stockists

Buying Vyrao in the U.S.? Shipping, duties, returns and who to contact

Vyrao says that its website, vyrao.com, is operated by Big Green Light Ltd, a company registered in England and Wales. Trade press reported on 28 September 2026 that Vyrao has been acquired by Tresalis (see Company background); the legal pages quoted below still named Big Green Light Ltd when checked on 2026-09-30. U.S. shoppers can buy either from Vyrao's own U.S. storefront (vyrao.com/en-us, prices in US dollars) or from retailers listed on the brand's stockist page. Which policy applies depends on where you bought.

If you bought from a retailer (for example a department store): Vyrao's Delivery & Returns page says a purchase made through a retail location "will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned to us directly." Contact the store you paid.

If you bought on vyrao.com, the company's own pages say:

• Contact: Customer Care at [email protected]. No customer telephone number was displayed on the Contact page checked on 2026-09-30, and the FAQ answers "Can I order by telephone?" with "For now, please shop directly on our website." The Contact, FAQ and Delivery & Returns pages show [email protected] (with a dot); the Sustainability & Ethos page shows [email protected] (no dot), and the Delivery page's HTML also carries an empty link to that no-dot address. Which spelling receives mail was not tested, so use the Contact-page address and keep copies of what you send.
• Returns (Delivery & Returns page): contact Customer Care "within 14 days of receiving it"; items "must be returned unused and in the same unopened Vyrao packaging. If returned goods are opened or used we will not accept the return." The customer pays return shipping, and the company says it will not refund without proof of receipt. Refunds go to the original payment method "within 14 days of receipt into the warehouse." The FAQ says "We accept returns on items that are faulty only or have yet to be opened."
• Returns (Terms & Conditions): the Terms say that if you are ordering from outside the UK "no right of cancellation applies to you. Your only rights to return Product are set out in this clause 9." Clause 9.1 covers a product that is "damaged, defective or in any way incorrectly supplied on delivery" and says it "must be returned with its original packaging" and "must be unused and in an unaltered condition"; clause 9.2 says Vyrao "may also agree" to an exchange of other product. Clause 8.6 (part of the clause 8 cancellation terms that the Terms say apply to UK citizens) says product "the subject of cancellation must be shipped to C/O Vyrao Fusion 3pl Unit 8 Vestry Road Sevenoaks Tn14 5EL", and clause 8.7 says it "must be sent from the country that the order was delivered to"; the Terms give no U.S. return address. The Terms and the Delivery page are not worded the same way, so ask Customer Care in writing which one it applies to your order and get written return instructions before shipping anything.
• Faulty or damaged: email Customer Care "as soon as possible, giving your name, order number and any videos/images for reference." For transit damage the FAQ says Vyrao "will provide you with a replacement or full refund" if you send the order details and "an image of the damaged goods."
• Cancelling an order: the Delivery & Returns page says "we will do our best to address your cancellation request, but cannot guarantee any changes can be made after an order is placed"; the FAQ says "we cannot cancel any orders that have been shipped"; and Terms clause 12.3 says that for the shipping address "we’re unable to change this once an order has been placed." The Terms (last updated 28 April 2021) say the clause 8 right to cancel "only applies if you are a consumer and if you are a UK citizen" and, in clause 8.2, that it does not apply to "fragrances and candles due to transportation restrictions"; for orders from outside the UK they say "no right of cancellation applies to you."
• Skin reaction to a product: the FDA's page on cosmetic complaints says "the first step is to stop using the product and contact your healthcare provider," and that the FDA "does not provide medical advice"; reporting to the company or the FDA is not medical care. Vyrao's FAQ points to a form on its Consumer Affairs page, which "will be sent to [email protected]." You can also report the problem to the FDA (see the FAQ below).

Keep your order confirmation, photos of the box, bottle and shipping label, and your email thread. The Terms (clause 6.4) say the data recorded on the site is treated as evidence of the transaction, so keep your own copies as well.

Vyrao's own pages differ on three points, set out above and in the FAQ below: (1) who pays import duties on U.S. orders; (2) general return and cancellation eligibility (the Delivery page and FAQ describe returns of unopened items, while the Terms say non-UK buyers have no cancellation right and limit returns to clause 9); and (3) whether an opened item can be returned when it is faulty (the Delivery page says opened or used goods are not accepted, while the FAQ and Terms accept faulty goods). Checkout was not run, so which wording applies to a U.S. order was not verified.

Company background: Big Green Light Ltd and where Vyrao is sold in the U.S.

Operator. The Terms & Conditions on vyrao.com (dated "28th April 2021") say: "We operate the website www.vyrao.com. We are Big Green Light LTD, a company registered in England and Wales under company number 12239679." Companies House lists BIG GREEN LIGHT LTD (12239679) as an active private limited company incorporated on 2 October 2019, with registered office at Office 7, 35-37 Ludgate Hill, London EC4M 7JN; the vyrao.com footer gives the same address. Its nature of business is listed as "64209 - Activities of other holding companies not elsewhere classified", and its latest accounts (total exemption full) are made up to 31 December 2025 and were filed on 16 September 2026. The 2021 Terms give a different address for the company (First Floor Thavies Inn House, 3-4 Holborn Circus, London EC1N 2HA) and also refer to "Vyrao LTD". Companies House lists two current directors, Yasmin Sewell (since 2 October 2019) and Courtney Aleardi (since 9 October 2024). Its persons with significant control are Yasmin Sewell and LCG5 Caledonia AIV GP LLP, each shown as holding more than 25 percent but not more than 50 percent of shares and voting rights. The filing history viewed on 2026-09-30 lists no officer appointment or termination and no person-with-significant-control notice or change after October 2024; its most recent entries are the accounts filed on 16 September 2026 and a replacement confirmation statement filed on 20 August 2026.

Trademark. USPTO records show VYRAO as a registered standard-character mark (Reg. No. 6406756, registered 6 July 2021), owned by Big Green Light Ltd, a United Kingdom limited liability company, with a London address on Goswell Road. The registration covers goods and services in several classes, including "Perfumery and fragrances" and candles (USPTO TSDR record opened 2026-09-30).

Brand. Vyrao's Our Story page says the brand was founded by Yasmin Sewell and "in 2021, Vyrao was born." The company describes its eau de parfums, candles and incense as "neuroscents" designed to influence mood; those are the company's own claims and this page does not assess them.

Where U.S. customers can buy. (1) Vyrao's own U.S. storefront, vyrao.com/en-us, showed a US-dollar price (for example $190 for a 50ml bottle of Ever 11 on 2026-09-30). The site's announcement bar said "Free UK & US shipping over £75/$75". (2) Retailers. Vyrao's stockist page contains an embedded third-party (Stockist) store locator; the page text itself lists no stores. The locator's public data feed (stockist.co/api/v1/map_p3xg5y6q/locations/all) held 178 entries when read on 2026-09-30. That figure counts individual store entries (branches), not retailers: Free People alone accounts for 26 of them. The entries include names such as Bloomingdale's (five stores), Violet Grey, goop, Kith, Free People, Moda Operandi, Revolve and The Webster, as well as UK, European, Australian and other stockists. Violet Grey's own website lists Vyrao (for example Ludatrix Eau de Parfum at $190). Each stockist entry was not individually verified with the retailer. A trade-press article (TheIndustry.beauty, 11 August 2026) says Vyrao's retail partners "have included Selfridges, Liberty, Saks and Mecca"; none of the 178 entries in the locator feed read on 2026-09-30 contains the text "Saks".

Ownership update (September 2026). TheIndustry.beauty reported on 28 September 2026 that Vyrao "has been acquired by Tresalis, a recently established beauty business backed by German investment firm Athos" and that "the financial terms of the transaction have not been disclosed." BeautyMatter (28 September 2026) reported that Tresalis "is a new beauty platform backed by German family office Athos". The Business of Fashion (28 September 2026) carries the headline "Vyrao Acquired by Brand Platform Tresalis"; only its opening lines were readable without a subscription. Tresalis's own website (tresalis.com, "Tresalis Inc.", Munich and Miami) shows Vyrao in a section headed "The first brand has joined" and links to the BoF article. Pambianconews (29 September 2026, in Italian) reported that Yasmin Sewell will stay with the company as chief brand officer, that David De Nino will lead Vyrao as chief executive on a temporary basis, and that existing investors will keep their stakes; those details come from that outlet only and were not found on the Tresalis or Vyrao sites. Earlier reports in August 2026 (Business of Fashion and TheIndustry.beauty, 11 August; Cosmetics Business, 12 August) had said only that a sale was near, without naming a buyer.

What the company documents show. On 2026-09-30 the vyrao.com Terms, Privacy Policy and footer still named Big Green Light Ltd (12239679) as the operator, and the Companies House pages listed above showed no new officer or person-with-significant-control entry; the USPTO record read earlier that day still listed Big Green Light Ltd as owner of VYRAO. None of the vyrao.com pages read (home, news, Terms, Privacy Policy, FAQ, Delivery & Returns, Contact) or the Companies House pages mentions Tresalis. None of the sources read says whether the transaction covers Big Green Light Ltd's shares or the brand alone, or whether the seller, returns address or policies for U.S. orders will change. If you place or have placed an order, keep the order confirmation showing the seller named at the time.

Cosmetics regulation. The FDA's MoCRA page ("Content current as of: 08/10/2026") says that "a responsible person is required to report serious adverse events associated with the use of cosmetic products in the United States to FDA within 15 business days", and defines a responsible person as "the manufacturer, packer, or distributor of a cosmetic product whose name appears on the label". This page does not identify which company is the responsible person for Vyrao products.

Terms. The Terms say they are governed by English law and that, for consumers, the courts of England and Wales have non-exclusive jurisdiction. The same Terms and Delivery & Returns pages are served on the U.S. storefront; no separate U.S. terms page was found in the site footer. Other inconsistencies noted: the Delivery & Returns page lists Germany, Portugal and Poland both among the places it says it cannot ship to and in its EU shipping table (it also says EU orders are temporarily paused), which does not concern U.S. orders but shows the page is not fully consistent; and the Privacy Policy page shows no publication date, says personal data is processed "in accordance with the United Kingdom Data Protection Act 1998" and gives a £10 fee for copies of personal data "as at the date this Privacy Policy is published". Schedule 19, paragraph 44 of the Data Protection Act 2018 (legislation.gov.uk, in force 25 May 2018) states that the 1998 Act "is repealed, with the exception of section 62 and paragraphs 13, 15, 16, 18 and 19 of Schedule 15"; the UK regulator is the Information Commissioner's Office (ico.org.uk).

Complaint record: USAComplaints, Trustpilot and BBB, reported separately

USAComplaints. This site's own count on 2026-09-30: no approved complaints about Vyrao were in the USAComplaints database when this profile was prepared, so no complaint themes are shown here. That is an internal count and says nothing about complaints made elsewhere.

Trustpilot (page for www.vyrao.com, opened in a browser on 2026-09-30): 2.7 out of 5 from 12 reviews, with five reviews in the last 12 months by posting date. The distribution shown on the page is 33% five-star, 0% four-star, 0% three-star, 17% two-star and 50% one-star (four, two and six reviews). The page shows "Claimed profile" with "March 2026", says the company has had "no recent history of asking for reviews" so reviews "may not be representative", and shows the company replied to 25% of negative reviews. Trustpilot says that "Reviews are the opinions of individual users and not of Trustpilot." The country codes shown beside the 12 reviewers are GB (nine), HR (one) and SE (one), with one reviewer showing none; no United States code appears, so nothing on that page identifies a U.S. customer. Most recent reviews: a five-star review posted 14 September 2026 (date of experience shown as 9 August 2026) praising customer service and wishing Vyrao shipped to the EU; a one-star review posted 6 August 2026 (date of experience 5 August 2026) in which the reviewer alleges that emails asking to cancel and then return an order went unanswered; and a one-star review posted 12 July 2026 (date of experience 25 June 2026) alleging that a £25 voucher promised with a £51 discovery set was never sent. The company replied on 16 July 2026 that it could not see a record of the purchase and asked the reviewer to email [email protected] with order details. These are individual allegations and the company's reply, not findings.

BBB. Searches of the BBB directory (bbb.org, country set to USA) on 2026-09-30: "Vyrao" returned three results (Vyral Marketing, Vyra Exteriors, Vyral E-Sports Compound) and "Big Green Light" returned 14 results (the listings visible included Hex Light and a remodeling contractor). None was named Vyrao or Big Green Light, so no Vyrao or Big Green Light business profile was identified in the searches checked on 2026-09-30. Big Green Light Ltd is a UK company and BBB covers the U.S. and Canada, so this result says little either way.

This section covers only the sources named and is not a full record of customer experience.

Is Vyrao Legitimate?

Facts that can be checked: Companies House lists Big Green Light Ltd (12239679) as an active company incorporated 2 October 2019; the vyrao.com Terms and Privacy Policy name it as the operator of the website; USPTO records list it as owner of the registered VYRAO trademark; Vyrao's website has a U.S. storefront priced in dollars; and Violet Grey's own site sells Vyrao products. Trade press and the acquirer's website report that Tresalis acquired Vyrao in September 2026 (see Company background); the company's legal pages had not been updated to say so when checked.

Searches run on 2026-09-30, reported one by one: the CourtListener API returned 0 results for "Vyrao" in RECAP dockets and 0 in opinions, and 0 RECAP results each for the phrases "Big Green Light Ltd", "Big Green Light Limited" and "Big Green Light" together with "Vyrao". The SaferProducts.gov recall web service returned a valid empty result for six fields (recall title, product name, manufacturer, recall description, retailer, importer) when queried for "Vyrao", and for four fields (recall title, manufacturer, importer, retailer) when queried for "Big Green Light". Queries for "Big Green Light" in the product-name and recall-description fields returned an error message instead of data, so they are not counted as results; a control query (recall title "Vitamix") returned records. The BBB directory result is in the complaint record above. Not searched: SaferProducts.gov consumer incident reports, CPSC warnings, state attorney general records and FDA enforcement records, so absence from this page is not a clearance.

Points to weigh: the operator's 2021 Terms and its current footer give different addresses; the Delivery page and the Terms differ on who pays U.S. import duties; the Delivery page says opened or used goods are not accepted for return while the FAQ and Terms allow returns of faulty goods; and no customer telephone number was displayed on the Contact page checked. Trustpilot shows a 2.7 score from 12 reviews, none identified as from the United States. Trade press reports that Vyrao was acquired on 28 September 2026 while the site's legal pages still name Big Green Light Ltd.

Frequently Asked Questions