SHIPPING

Orders usually ship the next business day, but it may take up to 3 Business Days to ship your order.

Due to the current Corona Virus pandemic, there may be delays with USPS getting packages to its needed destination. Please allow 3 - 5 Business Days for USPS to update their tracking information.

If for any reason your tracking information still has not been updated and you have not gotten your package 5 Business Days after it states it is in transit, please contact us at customerservice@vim.com.

Some items may require an additional handling time due to the nature of the products as well as the shipping zip code.

We ship orders using calculated shipping rates through the United States Postal Service. To check if we ship to a location near you check out USPS.com.

You may not be able to track your package(s) right away. It can take 24-48 hours for the carrier to update their records with your shipping information.

Every order we ship out is covered with insurance against damage by a third party. If for any reasons you did not receive your order or it was damaged in transit, please contact us at customerservice@vim.com.

If you have not received your delivery, and you have not contacted us within 30 days of your order date, we do not hold or accept responsibility for the package(s), and no refund will be processed.  

If you have not received your delivery and tracking information states that your package was delivered by the carrier, please contact us and we will help you file a case with the carrier.

V.I.M. does not hold or accept responsibility for packages that have been reported as delivered by the carrier.  We do not issue refunds or credits for packages that the carrier confirms as being delivered. If your package is lost in transit, please contact us and we will help you file a claim with the carrier.

The claim may take up to a week to resolve, in some cases, longer. Unfortunately, we cannot expedite this claim in any way, you would have to wait for it to be processed. If you are returning the item(s) for a refund, please note that your refund is for the cost of the item(s) only and does not include any shipping costs associated with the item being shipped to you.

At times, we may offer free standard shipping for orders as part of special promotions. Please check our website regularly for our latest offers.

We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Incorrect shipping information can lead to delays in delivery time as well as lost, misplaced and incorrectly delivered shipments.

MULTIPLE ITEM ORDERS

If your order includes several items, they may be sent to you in individual packages from different locations. If this is the case, you will receive an email notification as soon as each individual item is shipped to you. Each email will include the tracking number for that specific package and you will be able to track the progress of each item.

Any and all claims on undelivered packages must be made within 30 days.  VIM is not responsible packages unclaimed after 30 days

RETURNS/EXCHANGES

We do not offer Exchanges on any items.

In the event you must Return your items, please carefully read the following instructions to ensure the Return process is as easy and smooth for you as possible. All items must be in original, unused, and sellable condition.

• All Return Items MUST be:
• Unworn, unwashed with original tags attached
• Free of stains, makeup, deodorant, or wear
• Shoes must be tried on indoors
• We reserve the right to refuse any refund if the item(s) returned back do not follow return guidelines, are unsellable, or are returned outside of the determined return period.
• We reserve the right to apply restocking fees to any item(s) that do not follow return guidelines, are unsellable, or are returned outside of the determined return period.
• Damaged, defective, or incorrect items must be reported within 2 Business Days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue a Return. Please email customerservice@vim.com for assistance.)
• Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (customerservice@vim.com) along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.  We need a photo of the damage, a photo of the full item, as well as a photo of the sku tag on the item.
• Return approval is at the discretion of our Returns Department and we reserve the right to deny any Return that does not comply with our policy.
• Return drop-offs are not accepted at any of our Brick and Mortar Stores.
• You are responsible for the cost of shipping the item(s) back to us. We do not provide prepaid return labels.  We are not responsible for the item if it becomes lost in transit.
• The Following Items are FINAL SALE and are ineligible for return or exchange:
• Underwear
• Masks
• Bodysuits
• Socks (multi-pack or individual pairs)
• Swimwear
• Final Sale
• Clearance
• Accessories

You will be responsible for all shipping costs associated with any Return package sent back to us. Once received, you will only be refunded for the cost of items purchased and not for the shipping amount paid to be sent to you or sent back to us. 

RESERVE RIGHTS REGARDING RETURNS

We reserve the right to solely define and limit, refuse, and/or reject Returns from customers at any time due to:

• An irregular or excessive returns history indicative of “wardrobing;”
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
• Potential fraudulent or criminal activity.
• Not complying with our Return/Exchange Policy

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.

Non-V.I.M. and Non-Vim Vixen items sent to our Returns Department will be discarded upon receipt.  If this was an error, and you would like the items back, you will be responsible for the cost of shipping the items back to you by emailing us a valid return label.  

V.I.M. and Vim Vixen items sent to our Returns Department that do not comply with our policy or are rejected for refund will be not be shipped back at the cost of V.I.M.  If you would like the items back, you will be responsible for the cost of shipping the items back to you by emailing us a valid return label.  No refunds will be issued. 

V.I.M & Vim Vixen are not responsible for Non-V.I.M. and Non-Vim Vixen that become lost in transit.

All Returns MUST be made within 30 days of when your order is received. If you have any questions, please contact our customer service department at (888) 584-6669 [Monday - Friday 9:30am - 5:30 pm est] or email customerservice@vim.com. Please be sure to include your order number in the subject line.

When shipping your items back to us for a Return, please allow 2-3 Business Days for processing, and 5-7 Business Days from when your Return is received and processed by us for your refund to be credited to your account. You may use any shipping method that is most convenient for you. We strongly recommend using a carrier that provides a tracking number (such as: UPS, Fed Ex or USPS) to ensure your Return arrives safely to us.  We recommend using USPS Priority Flat Rate Shipping.

We are not responsible for lost packages or return shipping.  If you enter your address incorrectly, you will be refunded for your items, and not for any shipping costs associated with your order.  Restocking fees may apply.

PLEASE SHIP ALL RETURNS TO THE FOLLOWING ADDRESS

VIM.com
Returns Department
164-01 Jamaica Ave
Jamaica, NY 11432

** No Returns/Exchanges will be honored at any V.I.M. brick & mortar stores. In the event a Return/Exchange is necessary, we ask that you SEND your item to the above address. 

** “Business Days are defined as Monday – Friday, excluding holidays.

** We reserve the right to refuse any order.

**We reserve the right to refuse orders that exhibit wholesale behavior as we do not offer wholesale purchasing at this time. 

**We reserve the right to refuse orders due to over excessive shipping issues.

** Pleaser Shoes are All Final Sale and Require and May Require an Extra Handling Charge.