Return & Refund Policy

Some items(s) purchased that you are not satisfied with may be exchanged or returned for a full refund.  This does NOT include clearance merchandise.  All clearance items purchased are final with the exception of damaged items, the wrong item, wrong color, or wrong size.  The amount of the refund or exchange will be based upon the amount you paid for the item.  If the item was marked for clearance or on sale, you will receive a full refund or exchange based on the original amount of payment.  We do not offer rain checks for purchasing at a later time.

Merchandise must be unworn with tags and bags attached and in its original condition.  Returns must be post-dated within 5 days from the date of purchase and be accompanied by a valid receipt or invoice, including the Return Merchandise Form.  Because of US hygiene laws and regulations, all skin-penetrative and some skin-contact items, such as earrings, toe rings, navel, nose and lip accessories, are non-refundable.

Price Adjustments

The cost of some items may be reduced after your purchase.  Unfortunately, we are unable to honor price adjustments, including, sales, clearance, limited time offers, promotions and flash sales.  

Exchanges

If you prefer to exchange the item for a different size or color, you must first return your unwanted merchandise for a full refund and then order the item of choice by phone or online.  If you are exchanging the item for a different item and the costs vary, you must first return your unwanted merchandise for a full refund and then order the item of choice by phone or online.  We are unable to charge you for the difference unless purchased in person.  

Issue with Your Order

If you received a wrong or damaged item, please contact us by using the contact form or by giving us a call at (877) 2VIXXEN. 

After the Return Window or Without a Valid Receipt or Invoice

After the return window, if you do not have a valid receipt, or if the product has been used, the purchase is not eligible for a refund or exchange.  

VGift Cards

VGift Cards are a quick and easy way to send a gift!  You choose the amount and the date to send it.  We will then email it to the recipient's email inbox.

• To ensure same-day delivery of VGift Cards, orders must be placed by 3p CST pending payment authorization.
• All gift cards are available in denominations of $10.
• Valid within the United States lower 48 only.

All gift cards purchased on this site are redeemable by phone and online within the United States lower 48.  Gift Cards are redeemable for merchandise only and cannot be used to purchase another Gift Card.

An item purchased with a gift card may be exchanged if unwanted, however, gift cards may not be returned or redeemed for cash.   Merchandise returned from a gift card purchase must occur within 14 days from the date your item(s) was shipped and otherwise meet our Return Policy Guidelines.  If your return meets Vixxenz guidelines, we will gladly accept your return.  We do not offer gift receipts or store credits.

Please allow 14 business days for our Distribution Center to receive and process your return.   Be sure to write down the return tracking number so you can check the progress of your return.   Merchandise will be refunded in the original form and amount of payment for the returned merchandise. 

Redeeming a Gift Card

Gift Cards are redeemed in the Payment section in Checkout.   When redeeming a Gift Card, keep the following in mind: 

• Our system is not set up for customers to use an offer code with a gift card.
•  You won’t need a credit card if the gift card balance covers the entire total, including tax and shipping.
• You must use the entire amount of the gift card when making a purchase.  Unused balances will not remain on your gift card.
• One gift card may be used per order.

Checking the Amount of a Gift Card

The amount of the gift card will be listed in the email notification that is sent to the recipient.  You must use the entire amount of the gift card when making a purchase.   Unused balances will not remain on your gift card.

Lost Gift Cards

If your gift card is lost, stolen, or destroyed, Vixxenz may be able to replace it if you provide the card number. The replacement card will be the value of the card at the time Vixxenz fully processes your request. To report a lost Gift Card, please call a Client Services Advisor at (877) 2Vixxen.

Offer Codes

Vixxenz currently allows you to redeem up to 1 compatible offer code. To take advantage of more than 1 offer we recommend placing a second order. 

Redeeming Offer Codes

Offers are applied in the Offers & Payment section in Checkout and may require the purchase of specific items.  

• Depending on your mobile device, once your offer code has been entered, you may need to tap on CANCEL to close the menu. Your offer will be saved to your shopping bag.
• Depending on your desktop/laptop browser, once your offer code has been entered, you may need to click on the X to close the menu or the CONTINUE button. Your offers will be saved to your shopping bag.

Offer Code Error Messages

Depending on the offer, there may be many reasons why an offer code isn't working for you. The best way to determine why an offer code may not be working is to review the Offer Details on your specific promotion for information related to exclusions and qualifications, or you may call a Client Services Advisor at (877) 2Vixxen.

Your offer may require specific items to be added to your order. "Gift with Purchase" and "Purchase with Purchase" offers are valid while supplies last and may require that you add a specific item to your shopping bag for redemption.

Order Payment Options

When placing an online order, only one gift, credit or debit cards may be used.  If you are interested in splitting your payment, please call a Client Services Advisor at (877) 2Vixxen.

Returning a Purchase

STEP 1:  Start your return by printing and completing the Merchandise Return Form attached below.  If you do not have your invoice or receipt, you may log into your account to obtain the information required for the form.  If the form button doesn't launch, ensure the pop-up blocker is switched off.   If you are experiencing other issues, please call a Client Services Advisor at (877) 2Vixxen.

NOTE: Your return may not update in your account until after the return has processed in the Distribution Center.  For the most up to date information, before your return has reached the Distribution Center, you may use the tracking number provided to you.  Please keep your receipt from USPS, as this contains the tracking number.  Once the tracking shows the return has been delivered to our Returns & Exchange Processing Department, please allow 10 business days for processing.  Once your return has been processed, it may take several days for your refund to post to your account and 1 to 2 billing cycles to reflect on your credit card statement.  This will be dependent upon your bank or card services process.

STEP 2:  Package your items and include the Merchandise Return Form and receipt / invoice provided with your order.

• You may use your original packaging.  Remove all other labels to eliminate confusion for your carrier and issues with delivering your package.
• You can return items for one or multiple orders in one package.  Be sure to list all items on the Merchandise Return Form and include a receipt or invoice for each order.

STEP 3:  Print and securely affix the label on your package using clear tape.

• Remove any affixed and irrelevant labels and information on the packaging.  If you aren’t using a mail carrier’s label, we recommend printing the label from a desktop computer or laptop to ensure the label prints correctly.  Please remember to manually adjust your printer settings to ensure the label prints on one page.
• Take note of your return tracking number from your printed label to track your return package via your chosen carrier since Client Services Advisors will not have access to your return tracking number.  

STEP 4:  Take your package to a Mail Carrier of your choosing. 

• Return your package using the carrier of your choice.  Mail your package through an insured, traceable delivery service to:

Vixxenz

ATTN: Returns & Exchange Processing
801 Travis Street

Suite 2101 - PMB 1315

Houston, TX 77002

Checking the Status of a Return

You can confirm receipt of your return by speaking with a Client Services Representative or emailing us at clientservices@vixxenz.com and including your order number.  Please allow up to 10 business days for your items to be delivered to our Distribution Center, depending on the carrier and shipping method you've selected.  Client Services Representatives will not have access to the tracking number for your return.  You should call your chosen carrier or utilize their online package tracking services to understand the location of your package when in route. 

You can contact a Client Services Representative to confirm the receipt of a package and at what time to expect a refund.  Once your return has been processed, it may take several days for your refund to post to your account and 1 to 2 billing cycles to reflect on your credit card statement.  This will be dependent upon your bank or card services process.

Order Cancellation

Please log into your account to cancel your order or you can call us at (877) 2VIXXEN.  Based on the status of your order, we will make every effort to assist with your request.  If your order has already shipped, we will be unable to cancel the order, and you must request a refund once the order is received.  Returns must be post-dated within 7 days from the date of purchase and be accompanied by a valid receipt or invoice, including the Return Merchandise Form.  Because of US hygiene laws and regulations, all skin-penetrative and some skin-contact items, such as earrings, toe rings, navel, nose and lip accessories, are non-refundable. 

Shipping

Orders will be shipped within 1 to 3 days from date of purchase using our Standard Delivery option via USPS.  You will be provided the carrier's name and tracking number via email once your order ships.   If you did not receive an Order Confirmation Notification, you can log in to your Vixxenz account to view your online Order History.  Vixxenz does NOT ship outside of the United States lower 48.

Shipping costs are refundable only when exchanging a damaged or wrong item.  If you are returning an item, that is of no fault of Vixxenz, shipping costs are non-refundable.  Refund and Return Policy applies.

Shipping to Multiple Addresses

Our Client Services Advisors are happy to assist you with shipping orders to multiple addresses - call us at (877) 2Vixxen.   

• Free Shipping offers will only be applied to a single address
• Standard shipping charges will be applied to each address used on the order

Missing Items

If you are missing an item listed on your invoice, please contact us at (877) 2VIXXEN or email us at clientservices@vixxenz.com.  Before doing so, check your invoice to ensure the missing item is listed as some orders may be arriving in separate shipments.  The item may also be on backorder and will ship separately once it becomes available.  If an item is on backorder, you will be notified by phone or email prior to shipping any items to provide you with the option for a refund. 

Backorder Processing

A backorder is a product that is not currently available to ship but is expected to become available for shipment soon.  When placing your order, we will inform you by email or phone whether your selected item, color and size are on backorder and the expected ship date.  It will be your decision to continue with the order or cancel the order.   If you should continue with the order, your card will be charged for the entire amount of the order including the backordered items.  We pre-charge the backordered item so that the item is placed on hold once it arrives and is not sold to another customer.

Your backordered item will be shipped via USPS Standard Delivery as soon as it becomes available.  Keep in mind, because we ship in-stock items as soon as possible, backordered items will arrive in separate shipments.  If you need to change or cancel your backordered item, please contact us at (877) 2VIXXEN or email us at clientservices@vixxenz.com.  The shipment dates provided at the time your order is placed are an estimate and may vary from the actual ship date.  Don't worry though, if the date is pushed back over 10 business days, the backorder will be canceled, and you will receive a cancellation email, as well as a full refund for the backordered item.

Late Orders

If your order does not arrive on time, we ask that you allow 4 extra business days as some packages may become delayed while in transit through no fault of Vixxenz.  If your order still has not arrived after the recommended additional time, please contact us at (877) 2VIXXEN or email us at clientservices@vixxenz.com, so we can make it right.   We also recommend checking for a “Delivery Attempted” notification left by the carrier; they may be trying to reach you to deliver your package.

Undelivered Purchases

Vixxenz is not responsible for lost or stolen packages once scanned as 'delivered'.  If you have not received your order by the 2nd business day after it has been scanned as "Delivered," please contact the carrier.  We find that carriers may accidentally scan a package as “Delivered” in error.  This is often resolved at the end of the day and almost always within 2 days.  As always, our Client Services Advisors are here to help.

Changes to Delivery Address Once the Item Ships

Client Services is unable to change delivery addresses once your order has shipped.  If you need to change your delivery address, we recommend contacting the carrier or visiting their website for options.  You should call your chosen carrier or utilize their online package tracking services to understand the location of your package when in route.

If you have any additional questions regarding the above information, please contact us at (877) 2VIXXEN or email us at clientservices@vixxenz.com.  Please remember we're here to help and to ensure that your shopping experience with us is always remarkable.