Returns & Exchanges Policy - UK 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.
Exchange Only
As part of our ongoing commitment to elevate customer satisfaction, we've replaced our Final Sale policy with an Exchange Only policy. We want our customers to be confident that they can always find the right fit. Now all of our product is able to be returned back to us. Exchange Only products can be returned and exchanged for a different size, color, or site credit.
All items with a discount of 50% or more are only valid for exchanges.
Exchange Only items are not eligible for a refund. They can only be returned for site credit or exchanged for a different size or color. All Exchange Only items will have "exchange only" in the product title and be labeled as Exchange Only in the product image to clearly indicate which products cannot be refunded prior to purchase.
*International purchases are eligible for site credit only; exchanges are not available for these orders.