RETURNS & EXCHANGES

We offer an easy, worry-free exchange policy up to 30 days!

Our policy lasts 30 days. If 30 days have gone by since your delivery date, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you choose to get a Refund, please make sure to return the item within 30 days of receipt. Any items returned after 30 days of being received by the customer will be refunded as store credit. When you receive your items, please inspect them, and follow the directions below to request a refund, exchange or store credit.

To initiate a return, please submit an email from the contact us page.

Include your order number, items you want to return, and any additional notes so we can process your return accurately and in a timely manner. Items that appear worn will not be accepted. Shipping cost is non-refundable and will be deducted from the refund amount (no exceptions). If you have any questions about submitting a return, please contact us.

Before returning an item.

Prior to returning an item please be sure your items meet the conditions listed above. You must contact us or email to order@viconor.com to receive a Returned Merchandise Authorization (RMA) number before shipping the item back to us. Returns shipped without prior authorization (RMA #) will not be processed.

TERMS & CONDITIONS:

• Items returned after 30 days of being received by the customer will be refunded as store credit.
• Items that have ripped off tags or no tags will not be accepted for refund, store credit or exchange.
• Items must be unworn, with all tags still attached shipped back in their original packaging.
• Items must be free of scents and marks. We kindly suggest that you do not have on perfume or deodorant when trying on garments.
• For health reasons we ask that you wear panties when trying on garments that contain a crotch. Any garment returned used or soiled will not be eligible for return and will be shipped back to you.
• For all order refunds, we will deduct a 25% restocking fee (based on amount paid).
• Items must be shipped back in brand new condition.
• Items that appear worn will not be accepted.
• You must contact us to receive an RMA number before shipping back your items. We reserve the right to refuse a return if it does not meet our criteria.
• Shipping costs on your initial order are non-refundable. Once your item has been shipped, we’ve already paid the provider and can’t even get the money back ourselves
• Refunds may take 7-10 business days to process. If you do not see your refund on your credit card statement, then please contact us.
• Returns shipped without prior authorization (Return Merchandise Authorization #) will not be processed.
• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Cancellation Policy

We work diligently to process all incoming orders to make sure you receive them as soon as possible. You can only edit your order prior to it being fulfilled.

If you need to change any details (sizes, address information, etc.) or cancel your order, please let us know as quickly as possible. Changes or cancelations to an order are time-sensitive and if we are able, we will do our best to accommodate but we are unable to guarantee the ability to help with your request once an order has begun processing.

We will do our best to make any requested changes, however, please keep in mind that we cannot make changes or cancel an order after it has been shipped, and our packages do not qualify for mail forwarding. We are not responsible for lost or miss-delivered packages if incorrect or old address information is provided on an order.

 

Returned Packages Policy

 If your package is returned due to an address issue including but not limited to:

• Missing address digit(s)
• Missing apartment number
• Misspellings
• Failed delivery by the carrier.

You will be responsible for paying the return shipping costs in full via invoice before your order is resent to the corrected address as we do not refund for return to sender status.

If the package is Refused from delivery, refund will be labeled as VOID as we need a return tracking number, copy of receipt and a Return Merchandise Authorization number to approve a refund.

Damaged/Defective Policy

If you believe you have received a defective product, please contact us at order@viconor.com

We do not offer warranties or repairs. Defective products may only be exchanged within 30 days of purchase. In order to process your exchange, we will need your order number, description of the potential defect including photos, and any other information about your use of the product that may help us understand the potential defect. 

In the event that a product is determined to be defective due to a manufacturer error or defective materials, we will exchange the product as needed.

Damage exchanges can take up to 21 business days (varies from State and City) from the time our warehouse receives the exchange and approves your product for restock

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at order@viconor.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at order@viconor.com

Return Shipping

To return your product, please email us to get the return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

What causes the delay in shipping?

Our staff are working hard to fulfill your orders during these difficult times. You may experience delays due to widespread shipping restrictions and screening. Operating in line with the World Health Organization and your local government authorities, we are doing our best to closely monitor the situation and to ensure the safety of your package.

Unfortunately, in some cases, delays occur. Here’s why:

Return to sender, Insufficient Address, Failed delivery attempts – Couriers make 2 or 3 attempts to deliver your package. Contact the courier or shipping provider ASAP -- they’ll usually resend your package the next working day, or ask you to pick it up at their offices. If it is returned to us, simply Contact Us so we can resend it.

Custom Clearance – Your tracking status will update soon after your package has been cleared and released. For updates, you can also contact your local post office or delivery service provider.

Holidays – A sudden or unexpected increase in shipment delivery volumes is most common during the holiday season. Simply follow up with your local post office to track down your package.

Weather conditions – Bad weather can slow down the transit and cause a delay. Please keep track of your order.

If you encounter any delays, Contact Us and we’ll do our best to help.

I want to Cancel or Change my Order

We work diligently to process all incoming orders to make sure you receive them as soon as possible. You can only edit your order prior to it being fulfilled.

• Changing the item or size
• Delivery/billing address
• Adding items to your order
• Shipping method

Once order is placed and fulfilled and wish to still cancel you’ll need to follow our returns process. Check this out here.

*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: 

- your order number

 - the name of the item you did not receive

 - the name of the item you received in its place

- clear photograph of the item you have received

In the event that the received item is damaged/defective, which could be because of shipping and handling, please send this to us:

- your order number,

- description of the potential defect including photo

- any other information about your use of the product that may help us understand the potential defect. 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

Returns and Exchanges

What is your return policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You need to contact our Customer Service Team to get a Return Merchandising Authorization number. Our customer service team will ask for these information:

• Return Tracking Number
• Copy of Receipt
• Photos of items to be returned

I need to exchange my item

We only exchange damaged/defective items, but, please email us and our experts will help you: order@viconor.com