Return and 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 Sales and Clearance merchandise, and items received as gifts.  All sales, clearance and gift item purchases are final.  All other purchases may be eligible for an exchange, i.e., damaged item, 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.  Shipping costs for returns are non-refundable.

Merchandise must be unworn with tags and bags attached and in its original condition.  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. 

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.

Problem 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.  

Gift Cards

Gift cards may not be returned or redeemed for cash.

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 Return 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.

Returning a Purchase

STEP 1:  Package your items and include the receipt or 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 include a receipt or invoice for each order.

STEP 2:  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 Representatives will not have access to your return tracking number.  

STEP 3:  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

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

Because of the overwhelming amount of customer orders received, orders will be shipped within 5 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.

 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 Associates 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.