Frequently Asked
Questions

• Why am I not seeing an option to "Try Before you Buy?"
  The option to try before you buy is not available on items that are on sale, or if the inventory is low. In addition to those scenarios, sometimes the try before you buy experience is temporarily disabled while we work on improving the experience.
• What is the $8.99 shipping and restocking fee? How do I avoid it?
  All returns including Fitting Room orders are charged an $8.99 shipping and restocking fee, unless you are a ViX Insider.
  
  Vix Insiders get free returns on all orders. Sign up today for free returns.
• What is The Fitting Room Powered by TryNow?
  The Fitting Room Powered by TryNow is a program we are offering for US customers to bring the fitting room into the comfort of your own home. Add up to 8 items to your cart, at no charge until after your trial period, just by selecting the TryNow slider in the checkout.
• How does The Fitting Room work?
  As a shopper, you select the TryNow purchase option when adding items to your cart. At checkout, you will not be charged. An authorization for the full amount of your order will be placed on your card to reserve funds in the event you choose to keep your items, but you will only be charged for kept items. Your trial begins once the package is delivered, at which point you’ll have the 7 days trial to try-on your items at home, decide what to keep, and return the rest.
• I live outside the U.S. -- does TryNow work internationally?
  We’re so glad you want to Try New Things! At this time, we are only able to support shoppers in the U.S. with the exception of New Mexico and Nevada. We’re working hard to serve your location soon!
• Are all items eligible for The Fitting Room?
  Only full price items are eligible for TryNow. Sale or Final Sale items cannot be added to your TryNow cart.
• Do TryNow orders have free shipping and free returns?
  We offer free shipping and free returns to our ViX Insiders. If you are a ViX Insider, join now by simply creating an account here.
  
  Customers who are not part of our ViX Insider program will fall under our typical return policy and you will be charged $8.99 for the shipping label. If you’re participating in The Fitting Room powered by Try Now then make sure to sign up for ViX Insiders.
• What payment options do I have for my TryNow order?
  You can use a credit or debit card to check out with TryNow at this time. Gift cards are not accepted with a TryNow order, and TryNow orders cannot be used with any ‘buy now, pay later’ applications at this time.
• Can I use a discount with a TryNow order?
  Yes! Valid discount offers apply to both traditional and TryNow purchases.
• How long do I have to try my item(s)?
  Your trial length is determined by the Brand you are trying from. It is listed on the product detail page and in the checkout. We will send you reminder notifications at the beginning, two days out, and at the end of your trial.
• I need more time -- can I extend my trial?
  We know sometimes life gets in the way. You may reach out to customerservice@vixpaulahermanny.com to request a 1-3 day trial extension.
• How do I return items I do not want to purchase?
  We want your return to be as easy as possible. Your order will come with a pre-printed return label and ready to go. Simply use the packaging your order came in and attached the included label over the original shipping label. Check your label to see which carrier it is, and then take the package to the closest location for delivery.
  
  If you ever have additional questions about your Trial please feel free to reach out to our team at customerservice@vixpaulahermanny.com
• My trial ended and I was charged but now I want to return something -- is this still possible?
  Yes! 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.
  
  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.
  You can check out our full Return Policy here.
• How long will it take for me to see the final charge on my card?
  Once you return your items it will take us another 7-10 days to receive, inspect, and process the items you returned back to us. The final charge will be reflected after this process has been completed.
• Can I cancel my order?
  Yes! As long as your order has not been shipped out we would be able to process your cancellation. Please reach out to us at customerservice@vixpaulahermanny.com as soon as possible so we can assist.
• I ordered the wrong item. Can you update my order?
  Once an order has been placed, we are unable to adjust an order, please reach out to us at customerservice@vixpaulahermanny.com so we can cancel your order for re-submission.