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FREQUENTLY ASKED QUESTIONS

If you have other burning questions we weren’t able to address here, feel free to email.

Payment

What Payment Methods Are Accepted?

We accept a wide variety of payment options!

• Visa• Mastercard

• Apple pay

• Paypal

• American Express

• Discover

• JCB

• Diners Club

• Shop Pay

• Google Pay

You may pay with a debit or credit card as well as with your PayPal account.

Why was my order cancelled?

It is possible that your order may be canceled when it was detected by the system as a high-risk order.

If you receive a cancellation notification, please contact your financial institution to verify your payment method and reach out to our customer service.

All charges will be refunded after verifying the details of your order.

How do you calculate taxes

At VVLfashion, we are committed to transparency and compliance with all applicable tax laws.

To the extent that we are required by law to charge and collect taxes on products that we sell, your order’s tax amount is calculated based on local regulations.

At checkout, all appropriate taxes will be added to the order total.

The tax amount displayed during checkout is an estimate of the tax applicable to your order.

This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.

Orders & Returns

How Do I Track My Order?

As soon as your package ships, you’ll receive an email with a tracking number and a link to the carrier’s website.

If you don’t see the email within 24 hours, please check your spam folder or contact us at claire@vvlfashion.com – we’re happy to help!

How do I find my order number?

Once you place your order successfully, you will receive a unique VVL order number starting with “SYFG”.

There are ways to find your order number :

• Check your email inbox or spam for the order confirmation.

• Create a VVL account using the email address you provided at purchase. Find your order number under your order history.

• Still can’t find your order number? Let us help - contact us: claire@vvlfashion.com

How do I change or cancel an order?

We understand plans can change – let’s try to work this out together!

Please email claire@vvlfashion.com as soon as possible.

If your order hasn’t shipped yet, we’ll do everything we can to adjust it.

Sadly, once dispatched, modifications may no longer be possible.

What should I do if I did not receive my delivered package?

First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don't see anything, wait until the end of the next day, because some carriers's electronic systems may show the package as delivered, even when it's still on the way. Still no luck? Call the carrier with your tracking number for more information.

If the carrier is unable to provide a resolution please contact our Customer Care Center at claire@vvlfashion.com

Shipping

What Shipping Methods Are Available?

We offer free shipping on all orders over $60 in the U.S. standard and express options for international orders.

We use outside delivery companies (UPS, FedEx, DHL, and USPS), we cannot guarantee these delivery times.

Please allow 1-2 business days for dispatch and 3-10 business days for delivery.

For international shipping inquiries, contact us at claire@vvlfashion.com

How can I track my order shipment?

Tracking number are assigned to the packages when they shiped. You will receive an email with your tracking number and a link to check the status.Please check your email inbox and spam folder.

How long does my order take to arrive?

We offer free shipping on all U.S. orders over $60, with standard and express options available for international orders.Most orders arrive within 3-7 days.

If your tracking information doesn’t update or shows “Delivered” before you receive your package, please contact us—we’ll be happy to assist

Can I change the address information for my current order?

After an order is submitted and enters the processing stage, it is generally not possible to stop or modify the order.

However, if the order has already been shipped and you need to change or correct any address information, it is recommended that you contact the logistics carrier directly.

Please note that modifying the address or adjusting the delivery method may significantly impact the delivery time and may incur additional fees, which will need to be paid directly to the carrier by the customer.

Exchanges & Returns

What is VVL’s return policy?

We want you to love every VVL piece!

If you are not satisfied, you may return the item within 60 days from the date of order.

In order to protect the health and hygiene of all our customers, we ask that you wear underwear or bottoms when trying on items.

Returns and exchanges are possible in the following cases:

The item has not been worn, has not been washed, has intact tags, is in its original packaging, and was purchased within 60 days. Free gifts, bras & underwear and items marked final sale are not eligible for return.

The following cannot be returned or exchanged:

• Items that have been worn outside

• Items that have been washed

• Items with incomplete labels

• Items with incomplete packaging

• Items that are more than 60 days old

We hope you understand and comply with our return policy. We will do our best to provide you with excellent after-sales service.Need guidance? Our team is just an email away.

How do I request an exchange or return for my order?

If you want to have a return or an exchange, please contact us at claire@vvlfashion.com, and inform us of your order number and your exchange/return request.

We will solve the problem for you properly, we hope to find out what the problem is and continue to improve, everything to give you a better experience.

Who pays the shipping costs in the case of a refund or return?

If you are returning items, you are responsible for return shipping costs. You should ship your return yourself. We recommend using an insured, traceable method and we are not responsible for lost packages. In the unlikely event that we have inadvertently shipped you the wrong item, or you have received a damaged item, please email our customer service team at claire@vvlfashion.com immediately so that we can waive your return shipping fee and replace the item for you. Replacement items will be shipped free of charge.

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