Returns & Exchanges Policy - UK CustomersUpdated 2 days ago
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. UK 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.