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, our Customer Care Team is available via email at customerservice@vixpaulahermanny.com or by phone at (855) 677-0670, Monday – Friday, 8:00am – 4:30pm PST.

U.S. Shipping and Return Policy

This page is for our U.S. customers only. If you are looking for our additional policies, please see the links below. 

UK Shipping And Returns

International Shipping And Returns (covers all countries outside of the U.S. and UK)

Shipping Information 

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

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

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

Returns 

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.

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. Our team is available Monday – Friday, 8:00am – 4:30pm PST. 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 $12.99, which will be deducted from your refund. To opt out of the deduction from your refund, join our ViX Insiders rewards program at no cost to you and instantly enjoy free returns. 

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 $10 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 zip code 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. Receive your exchange: Once we receive and inspect the item, we’ll send out your exchange. Please allow up to 15 business days for processing.

Exchange Only Policy 

As part of our ongoing commitment to improving customer satisfaction, we've updated our policy to replace the Final Sale policy with an Exchange Only policy. This ensures that you can shop with confidence, knowing you can always find the right fit.

When you see an item marked as Exchange Only, it means you can exchange it for a different size, color, or opt for site credit within 30 days of placing your order..

Important to Note:

• Items discounted by 50% or more are Exchange Only and are not eligible for a refund.

• Exchange Only items can be returned for site credit or exchanged for a different size or color.

• These items will be clearly labeled as Exchange Only in both the product title and image, so you'll always know before making a purchase.