Returns & Exchanges Policy - EU CustomersUpdated a month 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.

To submit a return, go to our Return Porta l.

1. Eligibility and return windows

Proof of purchase from ViX is required for every return and exchange. Please have your ViX order number, order confirmation, or boutique receipt ready.
ViX accepts returns and exchanges only for items purchased directly from ViX.com or a ViX boutique. Because ViX products are also sold by other retailers, an item bought from another retailer, such as a department store, must be returned to that retailer under its own policy, and ViX is unable to accept it.
Online e-commerce: 30 days from delivery, with tags attached and items unworn, subject to inspection upon return.
Boutique retail: 14 days from purchase, with the original receipt, tags attached and items unworn, subject to inspection at the counter.

2. Condition

Items must be unused, unworn, unwashed, unaltered, and undamaged, with all ViX tags and the hygiene liner attached, and any related accessories included. ViX will not accept items showing signs of wear, including makeup, self-tanner, fragrance, sand, chlorine or sunscreen residue, stretched elastic, or soiling. Swimwear must be tried on over underwear with the hygiene liner in place.

All returns and exchanges are accepted at the sole discretion of ViX. Items that are deemed not to meet one or more of these conditions are handled on a case-by-case basis, which may include refusing the return and sending the item back to the customer, or deducting a fee to cover cleaning or repair. In ViX boutiques, the Store Manager will inspect the item at the counter and make the determination. Items that do not meet these conditions are not eligible for a refund.

3. Remedies and fees

Online: refunds are issued to the original payment method only after ViX receives the return and it has passed inspection, less a $15 USD (charged in GBP at the current exchange rate) return shipping fee. Please allow up to [10] business days from the date ViX receives the return for it to be inspected and processed. Keep your drop off receipt as proof of shipment; ViX is not responsible for returns lost in transit.
Boutique: returns are processed at the register and refunded to the original payment method with the receipt, subject to inspection and approval by the Store Manager. Exchanges are also handled at the register. Store credit is issued as a ViX gift card.
Original shipping is nonrefundable. Except where disallowed by applicable law, gift card purchases are refunded to a gift card; mixed payments are refunded to the gift card first, then the card.
Any promotion, discount, free gift, or coupon applied to the original order is adjusted proportionally on a return, so the refund reflects the amount actually paid.

4. Exclusions and exchange only items

Final sale items, warehouse sale items, and personalized or altered items are not eligible for return, exchange, or credit.
Items marked EXCHANGE ONLY may be exchanged for the same style in a different size or color, or taken as store credit. They cannot be refunded. What qualifies as exchange only is defined by ViX and may change; as long as the item is marked exchange only, this rule applies.*Exchange option isn't available for EU customers.

5. Exchanges

Exchanges aren't available for EU Customers.

6. Defects and exceptions

Manufacturing defects, meaning a fault in materials or construction rather than wear or care damage, may be reported within 30 days of receipt with photographs. ViX will inspect and, at its discretion, repair, replace, or credit. After 30 days and up to 90 days, an item verified by ViX as a true manufacturing defect is handled as store credit or exchange, not a cash refund. Beyond 90 days we are unable to accept defect claims. Damage from wear, washing, sun, chlorine, oils, or care outside our guidelines is not a defect.
Wrong or damaged on arrival: if we sent the wrong item or it arrived damaged, contact Customer Care within 14 days and we will replace it at no cost.
Skin reaction to metal components, hardware, trims, or jewelry: contact Customer Care. These cases are rare and reviewed individually.

Return Shipping Reminder

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.

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