SHIPPING

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

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 theft and damage by a third party. If for any reasons you did not receive your order or it was damaged in transit, you must notify us within 2 Business Days, so that we could open a claim on your behalf. 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.

RETURNS/EXCHANGES

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

• All Return / Exchange 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 apply a 50% restocking fee on all items.
• 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/Exchange. 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.
• Return/Exchange approval is at the discretion of our Returns Department and we reserve the right to deny any Return/Exchange that does not comply with our policy.
• Return/Exchange 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.
• The Following Items are FINAL SALE and are ineligible for return or exchange:
  • Underwear
  • Socks (multi-pack or individual pairs)
  • Swimwear
  • Final Sale
  • Accessories

You can exchange the item(s) SIZE(S). If you prefer to exchange the item(s) for a different item(s), or color, you must return the item(s) and make a new purchase. You are responsible for the cost of shipping the item(s) back to us.

We only accept one exchange per order.  If you require a second exchange on your order, you must return the item(s) and make a new purchase. You will be responsible for all shipping costs.

RESERVE RIGHTS REGARDING RETURNS

We reserve the right to solely define and limit, refuse, and/or reject Returns/Exchanges 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.

All Returns/Exchanges 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/Exchange, please allow 5-7 Business Days from when your Return/Exchange 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/Exchange arrives safely to us. 

We are not responsible for lost packages or return shipping.

PLEASE SHIP ALL RETURNS TO THE FOLLOWING ADDRESS

VIM.com
Returns Department 
164-01 Jamaica Avenue 
Jamaica, New York 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.