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, contact our Customer Care Team at customerservice@vixpaulahermanny.com.

International Shipping and Return Policy

This page is for our International Customers only and covers all countries except the U.S. and UK. If you are looking for our other policies, then please see the links below. 

U.S. Shipping And Returns

UK Shipping And Returns

Shipping Information

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.

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

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 received 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 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. 

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

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

4. Are shipping charges refundable? 

Shipping and handling fees are non-refundable. This includes customs, duties, and import taxes. 

5. When should I expect to receive my refund? 

Once your return is received within our 30-day return period, processing may take up to 15 business days. Your original payment method will be credited back. Purchases made with a gift card will be refunded back to a gift card. Funds may 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. For any further questions, contact them at customerservice@vixpaulahermanny.com

Exchanges

Want to exchange your purchase for site credit? It’s free and easy. Follow these simple steps:

1. Visit our Return Portal: Enter your Order Number and the postal 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 site credit: Once we receive and inspect the item, you’ll be sent your site credit. 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 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 

• 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.

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