Returns & Exchanges Policy - EU CustomersUpdated a month ago
Free & Easy Exchanges
Want to exchange your purchase for a different size/color? Follow the steps below:
Go to our Return Portal to begin the process. You will need your Order Number and the postcode you used at checkout.
Select the item you want to exchange within the return portal.
Once you provide your return reason select "Exchange for something Similar" and pick the size and/or color you would like to exchange the item for.
Box and ship your return using the prepaid label that was sent to your email.
Once we receive and inspect the item we will send your exchange to you. Processing times will take up to 15 business days.
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 past 30 days will need to be addressed with our Customer Care team and are only eligible for site credit.
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 65% off are marked Exchange Only. These items may be exchanged for a different size of the same item (pending availability) or store credit. Exchange Only items are not eligible for refunds.
Final Sale
Items discounted 65% 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.