Q: US Shipping Timing and Rates

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Q: How do I return an item?

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Question 1

What is your return policy?

Accepted Answer

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.

All items with discount of 50% or more are only valid for exchanges. Exchanges include an exchange for a different size, product, or store credit. In addition to the discount, these items are explicitly marked at time of purchase by including "exhcange only" in the product title.

Question 2

What are your holiday hours?

Accepted Answer

Our offices will be closed for most US holidays including President's Day, Memorial Day, Labor Day, Thanksgiving, Christmas and New Year's. Regular business hours will resume on the following business day.

Question 3

How do I find my size?

Accepted Answer

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 our Customer Care Team at +1 855.677.0670, chat or emails us at customerservice@vixpaulahermanny.com.

Question 4

How do I care for my ViX Swimwear?

Accepted Answer

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 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 soap 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 being 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.

Question 5

What are your business hours?

Accepted Answer

We are open Monday - Friday from 8:00 am PST - 4:30 pm PST
We observe all mayor holidays

Question 6

How can I track my order?

Accepted Answer

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.

Question 7

What payment methods do you accept?

Accepted Answer

We offer online express checkout with PayPal, Venmo, Google Pay, Apple Pay, After Pay and Shop Pay. We also accept all major credit cards.

Question 8

Does ViX have a Loyalty Program?

Accepted Answer

Yes! We love to treat our customers for their continued support. The ViX Insider Program is a loyalty program where you'll get points on all your shopping, both in store and online. Your points can even be used to redeem discounts on your purchases - that means the more you shop, the more points you accumulate for future discounts! You'll also get exclusive offers, rewards, and more. For all the details on our ViX Insider Loyalty Program, follow this link: ViX Insider.

Question 9

US Shipping Timing and Rates

Accepted Answer

US Customers

Shipping Option	Cost	Order Processing Time	Time to Receive your Package
Standard	Free	1-3 Business Days	3-7 Business Days
2-Day	$3.99 Flat Rate	1-2 Business Days	2-4 Business Days
Overnight	Calculated at Checkout *Orders made after 12pm PST will ship next business day	1 Business Day	1-2 Business Days

Other Related Shipping Information

**Fulfillment on orders are done Monday - Friday. Orders placed weekends and holidays will begin processing the following business day.

For security reasons, ViX online purchases over $2,000 will require a signature upon delivery. In addition, purchases to Puerto Rico, P.O. boxes or APO/FPO addresses ship through USPS Ground Advantage only.

ViX Paula Hermanny is not responsible for any lost or stolen packages during transit/delivery. Please contact the carrier and file a claim.

Question 10

Does ViX provide price matching or offer post-purchase price adjustments?

Accepted Answer

We neither offer price matching nor provide post-purchase price adjustments. Our goal is to provide competitive and fair pricing to all our customers.

Question 11

Returns & Exchanges Policy - UK Customers

Accepted Answer

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 Porta l.

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 customerservice@vixpaulahermanny.com 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 customerservice@vixpaulahermanny.com
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.

Question 12

How do I return an item?

Accepted Answer

To submit a return, please go to our Return Portal. For the full details please visit our Returns & Exchanges page.

Question 13

What are your Christmas shipping cut-off times?

Accepted Answer

Place your order by the below to receive in time for the holiday:

Ground Shipping: December 16th
2 Day Shipping: December 18th
FedEx Standard Overnight: December 19th

Question 14

Are pads removable?

Accepted Answer

Most of our swimwear features removable padding. Clothing items may vary, so we recommend double-checking the product features listed under each item.

If you are unsure about a specific item, please reach out to our Customer Care Team at +1 855.490.0847 or customerservice@vixpaulahermanny.com.

Question 15

How do I cancel/edit my order?

Accepted Answer

You are unable to change or edit an order once the order has been successfully placed. Please email us at customerservice@vixpaulahermanny.com or call us at +1 855-677-0670 right away so we can assist.

Question 16

How do I use a promo code or gift card?

Accepted Answer

Gift cards and/or promo codes can be redeemed at check out. You will find an option at checkout to apply your promo code and/or gift card.

Question 17

International Shipping Timing and Rates

Accepted Answer

International Customers

The below information is applicable for any customer who is not located within the UK, EU, or US.

Shipping Information

Shipping Option	Cost	Order Processing Time	Time to Receive your Package
Economy International	Calculated at checkout	1-3 Business Days	15-25 Days
Parcel Direct	Calculated at checkout	1-3 Business Days	15-20 Days
Express	Calculated at checkout *Orders made after 12pm PST will ship next business day	1-2 Business Day	7-9 Days

International orders are subject to regional duties & taxes. Transit times may vary depending on destination.

***Orders are fulfilled Monday through Friday. Orders placed weekends and holidays will begin to be processed the following business day.

Question 18

How do I earn points?

Accepted Answer

You start earning your first 50 points by creating your ViX Insider Account. Afterward, you can accumulate points with every purchase. Additionally, there are various ways to earn points, as outlined on our rewards page here. To get started here. If you’re already a ViX Insider you can see your points when you log into your account and navigate to Rewards.

Question 19

Returns & Exchanges Policy - EU Customers

Accepted Answer

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 Porta l.

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 customerservice@vixpaulahermanny.com 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 customerservice@vixpaulahermanny.com
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.

Question 20

How do I track my return?

Accepted Answer

Your return can be tracked by typing your tracking number on the label provided into your web browser of choice.

Question 21

Where can I try on ViX?

Accepted Answer

You can visit our ViX Stores or find a partnering retailer near you here.

Question 22

What if an item(s) is missing from my order?

Accepted Answer

Please email us at customerservice@vixpaulahermanny.com and our Customer Care Team will be happy to assist.

Question 23

Can I use more than one promo code on an order?

Accepted Answer

Currently at ViX we only support one promo code per order.

Question 24

Returns & Exchanges Policy - International Customers

Accepted Answer

The below information is applicable for any customer who is not located within the UK, EU, or US.

Returns

To submit a return, go to our Return Porta l.

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 customerservice@vixpaulahermanny.com 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 thru our return's portal and the cost of the label will be deducted from your refund. Unfortunately, we do not offer free returns for any international customers at this point in time.
If a return is done out of process and not through our portal, or and 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 customerservice@vixpaulahermanny.com
Opens a new window.

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! Purchase made with a gift card will be refunded back to a gift card.

Shipping and handling charges are not refundable, this includes customs and duties and import taxes.
Once your return is received, processing may take up to 10 business days to complete and your original form of payment will be credited back. Funds can take up to 10 business days to appear in your account.

All return requests must be made within 30 days after the date of delivery to our Customer Care Team at customerservice@vixpaulahermanny.com.

Question 25

How do I apply my ViX Insider Points?

Accepted Answer

Applying your points is very easy. When your cart is ready, you just need to proceed to check-out and the points will appear on your right-hand side if you are on a desktop, or under your order summary if you are on mobile. Simply select from the highlighted options, these will vary depending on the amount of points you have available, below we highlight the 5 possible options:

500 Points = $10 off
1000 Points = $20 off
1500 Points = $30 off
2000 Points = $40 off
2500 points = $50 off

Some express checkout options such as Shop Pay or Google Pay will not let you apply your points. If you have any issues applying your points, please contact customerservice@vixpaulahermanny.com

*Keep in mind that points are not able to be combined with any other discounts.

*You can check the entire Loyalty Program Policy here.

Question 26

Why doesn't ViX offer price matching or adjustments?

Accepted Answer

While we understand the importance of competitive pricing, our focus is on maintaining the overall value and quality of our products/services. We regularly review our pricing strategy to ensure we provide the best possible value to our customers.

Question 27

UK Shipping Timing and Rates

Accepted Answer

UK CUSTOMERS

Shipping Option	Cost	Order Processing Time	Time to Receive your Package
Standard	Free	1-3 Business Days	3-7 Business Days
2-Day	€ 6.00 Flat Rate	1-2 Business Days	2-4 Business Days
Overnight	Calculated at Checkout *Orders made after 12pm PST will ship next business day	1 Business Day	1-2 Business Days

Other Shipping-Related Information

**Fulfillment on orders are done Monday - Friday. Orders placed weekends and holidays will begin processing the following business day.

For security reasons, ViX online purchases over £2,000 will require a signature upon delivery.

ViX Paula Hermanny is not responsible for any lost or stolen packages during transit/delivery. Please contact the carrier and file a claim.

***At Vix Paula Hermanny, we are committed to processing and shipping orders as quickly as possible to meet our customers' expectations. Due to our fast fulfillment process, we are unable to accommodate order cancellations once an order has been placed.

We encourage customers to carefully review their orders before completing their purchase. If you have any concerns regarding your order, please contact our customer service team, and we will do our best to assist you within the scope of our policies.

Question 28

How soon will I get my refund?

Accepted Answer

Once we receive your item, returns are processed within 15 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.

When preparing your return do not combine multiple orders. Use the return label for only the associated order. If returning items from multiple orders then you will need to use multiple return labels. If other items or orders were included in the same package, those items will not be refunded and be considered out of policy. Also this way, you would have proof of delivery associated with the order and return process.

Question 29

Where are ViX suits manufactured?

Accepted Answer

Most of our exquisite prints, colors, fabrics, and unique details are all handcrafted in Brazil. We do source products from all over the world, and we list the country of origin within the product description.

Question 30

What if my package is lost?

Accepted Answer

At ViX Paula Hermanny, we strive to ensure your order arrives safely. However, please note that we are not responsible for any lost or stolen packages once they are in transit or delivered.

If you believe your package has been lost or stolen, we recommend the following steps:

Check Tracking Information: Review the tracking details provided in your shipping confirmation email to see the latest updates on your package's status.
Contact the Carrier: Reach out to the shipping carrier directly to report the issue. They may be able to provide additional information or assist you in locating your package.
File a Claim: If your package is confirmed lost or stolen, you can file a claim with the carrier. Be sure to have your tracking number and any relevant details handy.

If you have any questions or need further assistance, feel free to contact our customer service team.

Question 31

What is After Pay and how does it work?

Accepted Answer

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.

Question 32

How do I return an item?

Accepted Answer

To submit a return, please go to our Return Portal. For the full details please visit our Returns & Exchanges page.

For more information, please contact our Customer Care Team at customerservice@vixpaulahermanny.com

Question 33

What is your holiday return policy?

Accepted Answer

For orders placed between November 14th, 2024, and December 21st, 2024, we offer a 60-day return window.

Question 34

Can loyalty points be combined with other discount codes?

Accepted Answer

Unfortunatley, Loyalty Points function as a unique discount and cannot be combined with any other discount offers.

Question 35

EU Shipping Timing and Rate

Accepted Answer

EU Shipping Timing and Rates

Shipping Option	Cost	Order Processing Time	Time to Receive your Package
Standard	Free	1-3 Business Days	3-7 Business Days
2-Day	$3.99 Flat Rate	1-2 Business Days	2-4 Business Days
Overnight	Calculated at Checkout *Orders made after 12pm PST will ship next business day	1 Business Day	1-2 Business Days

Other Related Shipping Information

**Fulfillment on orders are done Monday - Friday. Orders placed on weekends and holidays will begin processing the following business day.

For security reasons, ViX online purchases over €2,000 will require a signature upon delivery.

ViX Paula Hermanny is not responsible for any lost or stolen packages during transit/delivery. Please contact the carrier and file a claim.

***At Vix Paula Hermanny, we are committed to processing and shipping orders as quickly as possible to meet our customers' expectations. Due to our fast fulfillment process, we are unable to accommodate order cancellations once an order has been placed.

We encourage customers to carefully review their orders before completing their purchase. If you have any concerns regarding your order, please contact our customer service team, and we will do our best to assist you within the scope of our policies.

Question 36

How do I exchange an item?

Accepted Answer

Go to our Return Portal to begin the process. You will need your Order Number and the shipping zip code you used at checkout. For more information regarding our exchange policy, please follow this link.

Question 37

What are ViX suits made of?

Accepted Answer

Swimwear make varies from piece to piece, you can look under 'Product Features' for fabric composition.

Question 38

How long will it take me to get my order?

Accepted Answer

We ship to the US, the UK, EU and International locations. Delivery times will depend on your location, so please check the shipping options available for your region below.

You can easily track your order by visiting our tracking page. Just click on Track Order > Log in > Select your order to view live tracking information.

Please note that fulfillment occurs Monday through Friday.

Question 39

Are sale items returnable?

Accepted Answer

Sale items are returnable unless marked as Exchange Only, however, items with a discount of 50% or more cannot be returned for a refund.

*International purchases are eligible for site credit only; exchanges are not available for these orders.

In addition to the discount, these items are explicitly marked at time of purchase by including "exchange only" in the product title.

Question 40

How long will I maintain my ViX Insider tier status?

Accepted Answer

Your tier status remains the same as long as you make a purchase at least once a year, meaning that once you hit a certain level, your perks would be the same. After a year of not making a purchase you will drop to the first tier.

Question 41

The tracking number shows my package was delivered but I have not received it. What should I do?

Accepted Answer

There are times that tracking shows the package was delivered but it doesn't get dropped off until the next day or so. If you still haven't received it in 10 business days, please contact us at customerservice@vixpaulahermanny.com

Question 42

Does my Gift Card expire?

Accepted Answer

ViX gift cards never expire and have no fees for redemption. You can use them both in-store and online by entering the access code provided.

If you've misplaced your gift card, don’t worry! Just reach out to our customer care team at customerservice@vixpaulahermanny.com, and we’ll be happy to resend your gift card via email.

To apply your gift card online, simply head to the checkout page and enter the digital code in the "Gift Card or Discount Code" field.

Question 43

When will my exchange arrive?

Accepted Answer

Exchange orders ship once your return is shipped back to us. For the full details please visit our Returns & Exchanges page

We would like to clarify that exchanges can take up to 10 days, since your original order is returned to us via a Standard Shipping Option, and your exchange order will not be processed until we receive and inspect the returned items. If you want to expedite your exchange, please reach out to us at customerservice@vixpaulahermanny.com

Please make sure to use the respective return label associated with the return so your exchange can be generated. If you don’t use the label, the exchange won’t be issued.

Question 44

Does ViX ship internationally?

Accepted Answer

Yes, we ship to most countries. All of our information regarding international orders can be found in theses links: UK, EU and International Orders. Please note when placing an international order duties and taxes will be applied at checkout.

With any further questions, please contact our Customer Care Team +1 855.677.0670 or customerservice@vixpaulahermanny.com.

Question 45

Can I still return my suit after 30 days?

Accepted Answer

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. All returns must be in their original condition (unused, unworn, unwashed with all ViX Paula Hermanny tags and hygiene sticker attached). For more information regarding our return policy, please follow this link.

*ViX Paula Hermanny does not provide return labels for orders once the 30 day return window passes. For more information, please contact our Customer Care Team at customerservice@vixpaulahermanny.com

Question 46

Do my ViX Insider points expire?

Accepted Answer

Your points will expire within one year of recieving them.

Question 47

How do I expedite an order?

Accepted Answer

If your order hasn't been fulfilled yet, you can modify the shipping method. Kindly reach out to us via email at customerservice@vixpaulahermanny.com, and we will be happy to assist you with the necessary changes.

Question 48

Will I be charged a shipping fee for an exchange?

Accepted Answer

Exchanges are free for US Orders! We want you to be able to find your perfect fit without any inconvenience.

Question 49

What if my item comes damaged?

Accepted Answer

Please email us at customerservice@vixpaulahermanny.com with your Order# and images of the issue right away so we can assist.

Question 50

If I return my order, what happens to my points?

Accepted Answer

If an order is returned in full your points are automatically returned to your account. Partial returns will automatically apply your points back if the return is less than the discount applied, if the return is greater than the discount, points are not reimbursed at this time.

Question 51

Can I pre-order items if I'm an international customer?

Accepted Answer

Unfortunately, we do not currently offer pre-order shipping services to international customers. Pre-order items are only available for shipment within the domestic United States.

Shipping pre-order items internationally involves complexities such as varying shipping regulations, customs procedures, and unpredictable delivery times. To ensure a seamless customer experience, we've made the decision to limit pre-order shipping to domestic addresses only.

Question 52

Customer Care & Liability Policy

Accepted Answer

At ViX Paula Hermanny, we strive to ensure that our products meet the highest standards of quality and satisfaction. However, we want to clarify our position on liability regarding potential damages caused by products not sold by our company.

Product Use & Care
All of our products are designed to be used with care. While we take great pride in the quality and durability of our products, we cannot be held responsible for any damage caused to items that are not part of the ViX Paula Hermanny product line, such as handbags, clothing, or other personal belongings.
Third-Party Products
We do not accept liability for any damage to third-party products, including but not limited to designer bags, shoes, or apparel, when used in conjunction with our products. This includes stains, scratches, or other physical damages that may occur as a result of the use of our products.
Limitations of Liability
By purchasing our products, customers agree that ViX Paula Hermanny is not liable for any incidental, indirect, or consequential damages resulting from the use of our products with third-party items. We strongly recommend testing our products in a safe and controlled environment before full use.
Claims & Customer Support
In the rare event that an issue arises, we encourage customers to contact our customer support team. While we cannot accept responsibility for damages caused to third-party products, we will do our best to assist with any concerns and provide guidance.

We appreciate your understanding and cooperation in maintaining the quality and safety of your belongings.

Question 53

Can I exchange an item for store/online credit?

Accepted Answer

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.

Question 54

What does "exchange only" mean?

Accepted Answer

Items discounted by 50% or more are not eligible for refunds, but they can be returned for store credit. These items will be clearly marked at the time of purchase with “exchange only” in the product title.

*International purchases are eligible for site credit only; exchanges are not available for these orders.

In line with our commitment to enhancing customer satisfaction, we have replaced our Final Sale policy with an Exchange Only Policy. We want our customers to feel confident in finding the right fit. When you see a product marked as "exchange only," you can be assured that it can be exchanged for a different size, color, or for store credit.

Question 55

Can I cancel my order if I am located in the UK?

Accepted Answer

At Vix Paula Hermanny, we are committed to processing and shipping orders as quickly as possible to meet our customers' expectations. Due to our fast fulfillment process, we are unable to accommodate order cancellations once an order has been placed.

We encourage customers to carefully review their orders before completing their purchase. If you have any concerns regarding your order, please contact our customer service team at customerservice@vixpaulahermanny.com, and we will do our best to assist you within the scope of our policies.

Thank you for your understanding and for shopping with Vix Paula Hermanny.

Question 56

Are sale items returnable?

Accepted Answer

Sale items are returnable unless marked as Exchange Only, however, items with a discount of 50% or more cannot be returned for a refund.

*International purchases are eligible for site credit only; exchanges are not available for these orders.

In addition to the discount, these items are explicitly marked at time of purchase by including "exchange only" in the product title.

Question 57

Can I cancel my order if I am located in the EU?

Accepted Answer

At Vix Paula Hermanny, we are committed to processing and shipping orders as quickly as possible to meet our customers' expectations. Due to our fast fulfillment process, we are unable to accommodate order cancellations once an order has been placed.

We encourage customers to carefully review their orders before completing their purchase. If you have any concerns regarding your order, please contact our customer service team at customerservice@vixpaulahermanny.com, and we will do our best to assist you within the scope of our policies.

Thank you for your understanding and for shopping with Vix Paula Hermanny.

Question 58

Can I still return my suit after 30 days?

Accepted Answer

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. All returns must be in their original condition (unused, unworn, unwashed with all ViX Paula Hermanny tags and hygiene sticker attached). For more information regarding our return policy, please follow this link.

Question 59

What if my item comes damaged?

Accepted Answer

Please email us at customerservice@vixpaulahermanny.com with your Order# and images of the issue right away so we can assist.

Question 60

What is the procedure for returning a gift?

Accepted Answer

To initiate a return for a gift, please access our return portal here and click on 'Start Gift Return Here'. If you still need further information, please contact our Customer Care Team at customerservice@vixpaulahermanny.com and they will be able to further assist you.

Question 61

What does "exchange only" mean?

Accepted Answer

Items discounted by 50% or more are not eligible for refunds, but they can be exchanged for a different size, item, or store credit. These items will be clearly marked at the time of purchase with “exchange only” in the product title.

In line with our commitment to enhancing customer satisfaction, we have replaced our Final Sale policy with an Exchange Only Policy. We want our customers to feel confident in finding the right fit. When you see a product marked as "exchange only," you can be assured that it can be exchanged for a different size, color, or for store credit. *Only for US Purchases and Customers.

Question 62

Why can't I return a regular item and an  exchange only item on the return portal?

Accepted Answer

Due to a limitation on our system, when you have an exchange only item and a regular item in the same order, you are required to proceed with 2 separate return requests to be able to receive the refund for the correct item. Also please note you need to pack your items in separate packages using the correct label for each, or else your return can be delayed. We know this can be frustrating, and we are working on improving our processes.

ViX Paula Hermanny Help Center

Free Returns for ViX INSIDERS

Free Returns for ViX INSIDERS

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15% Off Your Purchase

Free Returns for
ViX INSIDERS

Free Returns for
ViX INSIDERS