Frequently Asked Questions - Returns and Exchanges
- What is your return policy?
We can accommodate returns and exchanges of merchandise. To receive a full refund or to make an exchange please return the merchandise within 15 days of receipt. Final sale items purchased in the Last Chance section may not be returned or exchanged. Please be mindful of this policy when purchasing Last Chance items. Naturally we cannot accept returns or exchanges of previously worn, soiled, laundered or damaged merchandise. Items of this nature that are returned to ViX will be returned back to the sender. Depending upon the extent of handling required on our part, we may need to impose a $25 handling fee for these types of non-compliant returns. In order to receive proper credit for your return, please be sure all original tags and sanitary liners are still affixed/attached to the garment(s). After creating your Return Merchandise Authorization (RMA) when returning your merchandise we suggest that you track your shipment until you receive a delivery confirmation from the selected carrier. Please allow 5-7 business days for returns and 7-10 business days for exchanges to be processed upon receipt. At ViX we pay rigorous attention to our product quality. In the unlikely event that you receive defective merchandise please contact us immediately and we will gladly replace the item or issue a full credit at our expense.
- How do I know if I am still within the 15 day return policy?
Refer back to your shipping confirmation order email from us and get your FedEx tracking number. You can then enter your tracking number online at http://www.fedex.com/us/track/index.html and double check the date that your package arrived. If your package arrived less than 15 days ago from today's date, you are eligible for a return/exchange. Please make sure that both your RMA is created within the 15 days and that your return package is postmarked within the 15 days. If you are having trouble finding your tracking number, please email firstname.lastname@example.org.
- What is an RMA?
RMA stands for Return Merchandise Authorization. In order to receive a refund or create an exchange, you must create an RMA online within in 15 days of receiving your order. To create the RMA, please visit http://www.vixpaulahermanny.com/customer-service/returns/ and follow the directions. You will have a chance to select which items on your order you would like to return or exchange when creating your RMA.
- How do returns work?
To return merchandise to ViX, follow these easy steps: Go to http://www.vixpaulahermanny.com/customer-service/returns/ and enter your email. Check your email (and spam) for an email from ViX - follow the directions to complete your RMA. Print out your RMA and take your return to the Post Office, FedEx, UPS, etc. Use the sticker on the bottom of your original invoice for our return address and ship the package back to us. You can use ground shipping, any package and any carrier you prefer, we just ask that you get a tracking number for the package. ViX will not be held responsible for lost return packages and ViX does not cover the cost of returns. Once the ViX Returns department has received and inspected your return, you will receive an email notifying you that you have been credited back for your return. Please note that it may take up to 10 business days from the time the return is processed for the money to appear back in your account. * Note: There will be absolutely no returns, refunds, store credit or exchanges on orders over the 15 day return/exchange window. ** All merchandise returned to us and deemed dirty, worn or damaged by our returns department will be brought to your attention via email. We will ship these items back to you, as we can no longer re-sell the merchandise, and no refund will be administered.
- How do exchanges work?
To create an exchange, follow the instructions above for creating a return with one added step. When you are creating your RMA in step b, there is a box for Comments - use this box to note which items you would like to exchange your returned items for. Please include the product name, nine-digit sku number (ex. 018-150-001), the size you would like to exchange for and any other necessary notes. After this, continue to follow the return instructions above to complete your exchange. Please note, exchanges are processed like new orders. Once we receive your exchange, we first credit you back for your returned merchandise and then we create a new order with what you noted in the exchange comments box. For security reasons, we do not keep your Credit Card information on file and will need to get it from you again to place the exchange order. If you feel comfortable, please include your credit card number, expiration date, and security code in the comment box as well. If you do not wish to include your information there, please include your phone number so we can call you for it when processing the exchange. If you are in a rush to receive your exchange merchandise and if you want to ensure that your particular style/size will still be available by the time we receive your exchange package, we suggest that you return the items you do not want in a normal return and then create a new order online yourself with the new items. In this case, we will ship out your new order within 48 business hours of receiving it and we will credit you for your return once we receive it.
Please note that there will a $7.00 shipping charge applied to all exchanges.
- What does LAST CHANCE or FINAL SALE mean?
All items in the LAST CHANCE section of SALE are final sale - they are marked "FINAL SALE" and cannot be exchanged or returned. No exceptions.
- What address do I ship returns/exchanges to?
Please send your return package, including your RMA form, via a prepaid, trackable method to: V i X Paula Hermanny Returns Department
5725 Kearny Villa Road
San Diego, CA 92123
- Why does ViX need my credit card information to process an exchange?
For security reasons, ViX does not keep on file all of your credit card information. We are able to credit returns back to the original card used without any additional information. However, since an exchange involves us placing a new order, we will need your credit card number, expiration date and security code to complete the order.
- If I am looking to exchange but need to make sure I have my new swimwear by a certain date, how do I expedite this?
The exchange process can take up to a few weeks. To ensure that you receive your new order by a certain date we suggest completing a new order online yourself and then creating a flat return separately. Once you place your new order online, we will ship it out within 48 business hours of receiving it. We will credit you for your return once we receive it.
- How long will it take to receive my refund?
Once your return/exchange package is received in the ViX warehouse, it must first go through our returns department for inspection. The returns department inspects the goods and then passes off the paper work to our Customer Service Department. Customer service will then process your RMA and credit you back for the returned merchandise. Once complete, you will receive an email indicating that your refund has processed. Depending on the volume of returns, it may take up to 7 business days for your return to be processed and up to 10 business days for your exchange to be processed.
- How do I know if you have received my return package?
We suggest that when shipping returns/exchanges back to us, you get a tracking number. You can then use your tracking number to determine when your package will arrive at ViX. ViX will not be held responsible for lost packages in transit to our warehouse, so a tracking number is always encouraged.
- Does ViX cover the cost of return shipping?
Due to the high rates of returns that ViX receives, we do not cover the cost of return shipping. To lower the cost of shipping, we suggest using the smallest package possible to return your items, as well as using the Ground Shipping method. The USPS is often the most cost efficient way to return things, just make sure you request a tracking number. Please note that there will a $7.00 shipping charge applied to all exchanges.
- Do I need to send my return items back in the same box you sent me the items in and must it go through FedEx
You can use whatever packaging and carrier you wish to return items back to us. We do suggest that you get a tracking number on your return, as we are not responsible for lost packages. Additionally, we will not accept damaged returns, so make sure the packaging does not allow for damage in transit.
- I purchased a sale item and I want to return or exchange it, but does this qualify as a Final Sale item?
All items that are listed in the LAST CHANCE section are considered final sale and cannot be returned or exchanged for a refund, store credit or any other value, no exceptions. Items classified as sale and full price can be returned or exchanged within the 15 day window.
- When I type in my e-mail to create a return, it says that my email cannot be found or that the system does not recognize e-mail address – what does this mean?
When these error messages pop up, it is likely because (1) you are entering a different email than you used for your purchase, (2) You are outside of the 15 day return window, or (3) You have already created an RMA for this order. For (1), please double check what email address you received your original order confirmation on and enter that into the box. Each RMA is linked to the email used on the original purchase. For (2), please use your tracking number to double check if you are still inside the 15 day return window. If it has been more than 15 days since you received your package, you will not be able to create a return or exchange. For (3), if you have already created an RMA for your order, our system will not allow you to create another one. Please contact email@example.com for assistance if this is the case. If you are still have trouble with creating an RMA please email firstname.lastname@example.org for further assistance. Please include your name, the order number and the items you wish to return for the quickest assistance.