Frequently Asked Questions
Return & Exchange Policy
What is your return policy?
- 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 full refund. We can only process a refund back to the original form of payment. For the full details please visit our Return Policy
- How do I return an item?
How do I track my return?
- Your return can be tracked by typing your tracking number on the label provided into your web browser of choice.
How soon will I get my refund?
- Once we receive your item, returns are processed within 5-10 business days. Returns are issued to the original form of payment and can take 3-5 business days depending on your financial institution. For more information regarding our return policy, please follow this link.
Are sale items returnable?
- Yes! All Sale items are returnable unless marked as Final Sale. Final sale items will be clearly marked prior to purchase. For more information regarding our return policy, please follow this link.
Can I still return my suit after 30 days?
- Merchandise must be sent to us within 30 days of the original shipment date in order to receive a full refund. For all orders past the 30 day return window, store credit would apply. For more information regarding our return policy, please follow this link.
- How do I exchange an item?
When will my exchange arrive?
- Exchanges are automatically generated once your return has been marked in transit by the carrier. For the full details please visit our Returns & Exchanges page.
Will I be charged a shipping fee for an exchange?
- Exchanges are free! We offer free shipping and free exchanges on all US orders. Exchanges are currently not supported on International orders.
What if my item comes damaged?
- Please email us at email@example.com with your Order# and images of the issue right away so we can assist.
Can I exchange an item for store/online credit?
- Yes! And we’ll even throw in an extra $10 to help you find the perfect ViX item for you. Please keep in mind that in the event of a return, purchases made with a Store Credit will be refunded as store credit.
Does ViX ship internationally?
- Currently all shipping outside of the US has been suspended as we work on updating our processes and operations to better serve you.
- For any questions or additional support please feel free to reach out to our Customer Care Team at firstname.lastname@example.org.
How do I find my size?
- An easy way to calculate your size is to use our Fit Guide here. Please note that some styles may vary, if you have questions on a specific style, you can always reach out to us on chat, email, or phone.
Are pads removable?
- Most of our swimwear features removable padding. Clothing items will vary, you can double check on the product features under each item.
- If you are unsure about a specific item please reach out to our Customer Care Team at 855.677.0670 or email@example.com
About ViX Swimwear
- How do I care for my ViX Swimwear?
ViX Swimwear is carefully hand-crafted utilizing specialty fabrics which require a little bit more attention when caring for them.
- Rinse your swimsuit as soon as possible in cool tap water after each time you wear it.
- To wash your suit, soak in a bowl or the sink for at least for 20 minutes before adding a small cap full of a gentle hand soap that contains no moisturizers, or a gentle detergent. Gently work the soap into garment and rinse using cold water until all sop is gone.
- Lay flat to dry.
- Newer pieces: hand wash by themselves until excess dye washes out - bleeding of the dye is normal and will stop after a few washes.
- Never, ever wash your suit in the washing machine, even on the delicate/hand-wash cycle.
- Sun cream, tanning cream, chlorine, and hot tubs, can cause extreme damage and discolor suits, so we recommend to be cautious of wearing your suit or getting your suit in contact with these substances. In addition, any rough surface can cause pulling and snagging of the delicate fabric.
Caring for your suit in the appropriate manner is the best way possible to ensure that it will not deteriorate in an untimely manner.
- We are unable to assume responsibility for any damages the suit may incur if cared for otherwise.
Here is a helpful quick guide to further take care of your suit.
- Where can I try on ViX?
- Where are ViX suits manufactured?
- Our exquisite prints, colors, fabrics, and unique details are all crafted in Brazil.
- What are ViX suits made of?
- Swimwear make varies from piece to piece, you can look under 'Product Features' for fabric composition.
- What are your business hours?
- We are open Monday - Friday from 8:00 am PST - 4:30 pm PST
- We observe all mayor holidays
- How can I track my order?
- Once your order has been fulfilled, you will be emailed multiple times to update you on the status of your order. These include Order Confirmation, Order Shipment Confirmation, When the Order is out for Delivery, and when the Order has been Delivered.
- You can also create an account here, to track your order from your account.
- How do I cancel/edit my order?
- You are unable to change or edit an order once the order has been successfully placed. Please email us at firstname.lastname@example.org right away so we can assist.
- What if an item(s) is missing from my order?
- Please email us at email@example.com and our Customer Care Team will be happy to assist.
- What if my package is lost?
- ViX Swimwear is not responsible for any lost or stolen packages during transit/delivery. Please contact the carrier and file a claim.
What payment methods do you accept?
- We offer online express checkout with PayPal, Google Pay, After Pay and Shop Pay. We also accept all major credit cards.
How do I use a promo code or gift card?
- Gift cards and/or promo codes can be redeemed at check out. You will find a will be an option at checkout for you to apply your promo code and/or gift card.
Can I use more than one promo code on an order?
- Currently at ViX we only support one promo code per order.
What is After Pay and how does it work?
- After Pay enables retailers to offer installment plans for online shoppers. This allows for purchases to be paid for in four installments, due every 2 weeks. For more information on After Pay, you can visit this link.
Does ViX have a Loyalty Program?
- Yes! We love to treat our customers for their continued support. For all the details on our ViX Insider Loyalty Program, follow this link: ViX Insider.