The ViX Promise 

Thank you for shopping with ViX Paula Hermanny. Your business is incredibly important to us. We’re committed to processing your order as quickly as possible. For the most current information, please refer to our regularly updated shipping and delivery policies below. 

If you have any questions in the meantime, reach out to Customer Care at customerservice@vixpaulahermanny.com.

EU Shipping and Return Policy

This page is for our EU Customers only. If you are looking for our other policies then please see the links below. 

US Shipping And Returns

UK Shipping And Returns

International Shipping And Returns (covers all countries outside of the US, EU and UK)

Shipping Information 

All orders are processed Monday through Friday during our normal business hours. Orders placed on weekends and holidays will process the following business day. 

*Orders made after 12pm GMT will ship next business day

For security reasons, ViX online purchases valued over €2,000 will require a signature upon delivery. ViX Paula Hermanny is not responsible for any lost or stolen packages during transit and delivery. Should your package be misplaced or deemed stolen, please contact the appropriate carrier and file a claim immediately. 

• 1–2 swim items → 1 bag
• 3–4 swim items → 2 bags
• 5–6 swim items → 3 bags, and so on.

Returns & Exchanges 

To submit a return, visit our Return Portal here: https://vixpaulahermanny.loopreturns.com/#/

We Accept Returns 

We gladly accept returns within 30 days of receiving the order, provided items are in their original condition (unused, unworn, unwashed, and with all ViX Paula Hermanny tags and hygiene stickers attached) for a full refund to the original payment method. Returns that do not meet these conditions will not be eligible for a refund. We reserve the right to refuse returns within the 30-day period if the product is damaged, worn, washed, dirty, or missing tags.

*If you choose to use a return label of your own instead of the prepaid return label provided through our return's portal, please note that we are unable to reimburse those shipping costs.

*To ensure a smooth return, please keep your drop-off receipt when shipping items back. Without proof of shipment, we’re unable to take responsibility for lost or missing packages.

Received the wrong item? 

If you receive the wrong item or have a defective item (beyond normal wear and tear), please contact our Customer Care Team at customerservice@vixpaulahermanny.com within 120 days of receiving your order. All issues must be reported within this timeframe. Damages reported after 120 days will be evaluated on a case-by-case basis and may only qualify for store credit, depending on the nature of the issue.

Frequently Asked Questions

1. What happens if I make a return after 30 days?

Returns made after 30 days must be addressed with our Customer Care Team and are eligible for site credit only.

2. Do I have to pay for the return? 

Prepaid return labels are available through our returns portal for a flat fee of $15 USD, which will be deducted from your refund and charged in GBP at the current exchange rate. 

3. What happens if I submit a return outside of process?

If a return is processed outside of our returns portal or sent via COD, we will deduct the shipping cost from your refund.

4. Can I choose a gift card as a refund instead? 

If you choose a gift card as your refund method, we will waive shipping fees and add a $25 USD credit to your refund. Please note, purchases made with a gift card will be refunded back to a gift card.

5. Are shipping charges refundable? 

Shipping and handling fees are non-refundable.

6. When should I expect to receive my refund? 

Once your return is received within our 30-day return period, processing may take up to 10 business days. Your original payment method will be credited back. If you select a gift card as your refund method, we will waive the shipping and handling fees and add a $25 credit to your refund! Purchases made with a gift card will be refunded back to a gift card. 

All return requests must be made within 30 days after the date of delivery to our Customer Care Team. For any further questions, contact them at customerservice@vixpaulahermanny.com 

Exchanges

Want to exchange your purchase for a different size or color? It’s free and easy. Follow these simple steps:

1. Visit our Return Portal: Enter your Order Number and the postcode used at checkout.
2. Select the item: Choose the item you’d like to exchange from the portal.
3. Provide a return reason: After selecting the item, choose "Exchange for Something Similar" and pick your preferred size and/or color.
4. Box and ship: Pack up your return and use the prepaid return label sent to your email to ship it back.
5. Process Your Exchange: We require a credit card to place a $1 hold when your exchange request is submitted. Please return the original item within 28 days for inspection. If it’s not received in time, you’ll be charged for the new item.

6. Receive Your Exchange: Your exchange order is shipped using the Standard Shipping Option.
   

Exchange Only Policy

Items discounted between 50% and 65% off are marked Exchange Only. These items may be exchanged for a different size of the same item (pending availability) or store credit. Exchange Only items are not eligible for refunds.

Final Sale Policy

Items discounted 65% off or more and marked Final Sale are not eligible for return, exchange, or store credit. Please review all product details carefully before completing your purchase. If a Final Sale item is mailed to our returns facility, it will not be processed.