RETURNS & EXCHANGES

Return and Exchange Policy

1. General Policy

We want you to be completely satisfied with your purchase. If you are not happy with your item, you can return or exchange it under the following conditions:

2. Return Eligibility

  • Time Frame: Items must be returned within 21 days from the date of delivery.
  • Condition: Items must be unused, unwashed, and in their original condition with all tags and packaging intact.
  • Non-Returnable Items: Certain items cannot be returned, including:
    • Sale items or items purchased with a discount code
    • Intimate apparel (e.g., lingerie, swimwear)
    • Accessories (e.g., earrings, hats)
    • Customized or personalized items

3. Return Process

  • Step 1: Request a Return: Contact our customer service team at hello@vicystudio.com to request a return. Provide your order number, the item(s) you wish to return, and the reason for the return.
  • Step 2: Receive Return Authorization: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  • Step 3: Ship the Item: Pack the item securely and include the RMA number. Ship the item to the provided return address using a trackable shipping method. Please note that you are responsible for return shipping costs.
  • Step 4: Inspection and Refund: Once we receive and inspect the returned item, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method. Shipping fees are non-refundable.

4. Exchange Process

  • Step 1: Request an Exchange: Contact our customer service team at hello@vicystudio.com to request an exchange. Provide your order number, the item(s) you wish to exchange, and the new item/size/color you want.
  • Step 2: Receive Exchange Authorization: Our team will review your request and, if approved, provide you with an Exchange Merchandise Authorization (EMA) number and instructions.
  • Step 3: Ship the Item: Pack the item securely and include the EMA number. Ship the item to the provided exchange address using a trackable shipping method. Please note that you are responsible for exchange shipping costs.
  • Step 4: Receive the New Item: Once we receive and inspect the item to be exchanged, we will ship the new item to you. You will receive a tracking number once the new item has been dispatched.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 7 days of delivery. Provide your order number, a description of the issue, and any relevant photos. We will review your case and offer a replacement or refund, including shipping costs.

6. International Returns and Exchanges

For international orders, please follow the same process as outlined above. Note that international return shipping costs and any duties or taxes incurred are the responsibility of the customer.

7. Contact Us

For any questions or concerns regarding returns and exchanges, please contact our customer service team at hello@vicystudio.com. We are here to help!

ORDER

Step 1. Add the desired item and quantity to your shopping cart.

Step 2. Click the shopping cart icon.

Step 3. Review your order and click Checkout.

Step 4. Sign in or Register.

Step 5. Confirm your shipping details and payment method, and complete the payment.

We will send you an email once your order has been shipped. Please Sign into ‘My Account’ and click ‘Order History’ to check your order status. You can choose to email us at hello@vicystudio.com to get information on your order.

If you wish to cancel your order, please do so through your order confirmation email. Once your order has left the warehouse, we are unable to make any changes and you must wait until it is delivered.

They are not. Unfortunately, we do not have a say on customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered.

No. Kindly note only one code can be applied per order at the checkout. You may keep the other code for your future purchase.

PRODUCT

We sell products that we believe to be of high quality and reliability. Before shipping each product to our customers, our Q&C personnel will conduct detailed check of the items to ensure the high quality.

DELIVERY

We ship globally to all destinations that our carriers provide service to. For any specific inquiries or more information, please feel free to reach out to us. We’re here to assist you! hello@vicystudio.com

Normally it will take a few days to prepare your items before shipment. The shipping time depends on shipping methods. You can check for more information on our Shipping Info page.

Orders typically arrive within 7 to 15 business days for Standard Shipping and within 5 to 10 business days for Express Shipping. For more information specific to your location, please visit ourShipping Info page. Once your order is on its way, we will send you an email with tracking information. Please note that delivery times may be affected during peak season, with some carrier services experiencing unexpected delays in transit or slight delays in providing tracking details.

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, please wait patiently. Once this process has been completed, you will be able to see tracking updates.

Please check your mailbox thoroughly and ask your neighbors if they have your package. For more details, you can contact the courier company, and of course you can also contact us for help.

Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location.
Please contact the courier to reschedule a delivery of your package.

Once your items are delivered, we are not liable if they are stolen or lost. If your tracking number shows that your package was delivered but you did not receive it, please allow an additional 1-3 days for delivery before contacting your local carrier for more information.

Other

You can contact us through our contact page! We will be happy to assist you.