Returns & Exchanges Policy - EU CustomersUpdated 2 days ago
14 Day Return Window
If you are a consumer in the EU or EFTA/EEA (Norway, Iceland, Liechtenstein), you have a statutory right of withdrawal. You may cancel your order for any reason within 14 calendar days of receiving it, with no justification required. If the 14th day falls on a weekend or public holiday, it extends to the next business day.
Within your 14 Day Return Window:
- You receive a full refund of the price of your items, plus the standard outbound shipping you paid. If you chose Expedited shipping, we refund the equivalent Standard rate.
- Refunds are issued to your original payment method, no later than 14 days after we receive your return (or proof that you have sent it back).
- You are responsible for the cost of return postage; a prepaid label is available through our Return Portal for a flat fee of $15 USD (charged in GBP at the current exchange rate), deducted from your refund. No additional handling fee is deducted during this window.
- If your item is faulty or defective, we cover the cost of return shipping.
- This statutory right applies to standard goods regardless of any discount, Exchange Only, or Final Sale designation, and takes precedence over the terms below during the first 14 days.
How to exercise your right of withdrawal:
- Use the "Withdraw from your contract here" button in our website footer and order confirmation emails. You'll confirm your name and order number, then receive an automatic confirmation email.
- Complete the Model Withdrawal Form at the bottom of this page - here
- Use our Return Portal: https://vixpaulahermanny.loopreturns.com/#/
- Or email any clear statement of your decision to [email protected].
Exceptions: The right of withdrawal does not apply to made-to-order or personalized items, sealed items unsealed after delivery that cannot be returned for hygiene reasons, perishable goods, or downloaded digital content. Standard swimwear and apparel are covered.
Returns
To submit a return, go to our Return Portal.
We happily accept returns in their original condition (unused, unworn, unwashed with all ViX Paula Hermanny tags and hygiene sticker attached) within 30 days after the date of delivery for a refund. We can only process a refund back to the original form of payment.
Returns that do not meet the previously mentioned will not be refunded. We reserve the right to refuse a refund if a product is damaged, washed, dirty, or missing tags.
If there is an issue of receiving the wrong item or you have an item that is defective beyond normal wear and tear, please contact our Customer Care team at [email protected] within 120 days of order being received. Any and all issues must be reported, damages that are not submitted or past 120 days will be assessed on a case-by-case basis and eligible for replacement or store credit only.
Returns must be initiated within 30 days of delivery. Unfortunately, we're unable to accept returns or exchanges after this window has closed, regardless of the reason, and no exceptions can be made by our Customer Care Team.
Prepaid return labels are available through our returns portal for an $15 USD flat rate to be withheld from your refunded amount.
If a return is done out of process and not through our portal, or if a return is sent to us via COD we will deduct the amount of the shipping cost from the refund of the product. If you have any questions, please contact [email protected]
Shipping and handling charges are not refundable.
Once your return is received, processing may take up to 15 business days
Only your original form of payment can be refunded.
If you select a gift card as your refund method, we will waive the shipping and handling fees and add a $10 credit to your refund! Purchases made with a gift card will be refunded back to a gift card.
*To ensure a smooth return, please keep your drop-off receipt when shipping items back. Without proof of shipment, we’re unable to take responsibility for lost or missing packages.
Exchange Only
Items discounted between 50% and 59% off are marked Exchange Only. These items may be returned for store credit. Exchange Only items are not eligible for refunds. EU orders are not eligible for exchanges.
Final Sale
Items discounted 60% off or more and marked Final Sale are not eligible for return, exchange, or store credit. Please review all product details carefully before completing your purchase. If a Final Sale item is mailed to our returns facility, it will not be processed.