Terugbetalingsbeleid
We want you to be completely satisfied with your Hello Vichy purchase. If you change your mind, you can return any full-priced items for a store credit, subject to the following conditions:
Conditions for Return
- Return Period: Items must be returned within 14 days of receiving your parcel for both international and domestic customers. We suggest trying on all items as soon as they are received to ensure you can return them within the timeframe.
- Condition of Items: Items must be returned in their original condition—unworn, unaltered, unwashed, and with their tags attached, free of any makeup or odors/scents.
Exceptions
- Sale Items: All sale items are eligible for a return or exchange if faulty. However, please note that any refund will be processed at the purchase price after the applied discount, not at the full original price. A shipping fee will also be applied once our customer service team has been notified and confirmed the fault.
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Expired Withdrawal Period:
Customers have a 14-day period, starting from the date of receipt of the order, to exercise their right of withdrawal. After this period, returns are not accepted unless the product is faulty or does not conform to the description. -
Opened or Used Products:
If a product has been opened or used in a way that diminishes its quality or renders it unsellable, we reserve the right to refuse a return. For example, if the product’s seal has been broken or it shows signs of wear and tear, it may not be eligible for a return. -
Cancellation only 15 minutes after ordering
Please note that orders can only be canceled within 15 minutes of being placed. After this time frame, cancellations are no longer possible due to logistical reasons. Once your order is processed and shipped, we are unable to make any changes. If you wish to return your order after receiving it, you may submit a return request in accordance with our return policy. Refunds will be issued once the returned item is received and inspected.
Return Process
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Contact Support: Email our support team at support@hellovichy.com with the following information:
- Your order number
- Your full name
- Reason for the return
- Photos of the product
- Return Shipping: Return shipping costs are the responsibility of the customer unless the product has been damaged or does not correspond to the order, in which case Hello Vichy will be responsible for the return. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
- Processing Returns: Once your return is received and inspected, we will email you a store credit for the purchase price (excluding original shipping cost and discounts) directly to the original email used for your purchase. Please allow up to 3 business days for your return to be processed.
Faulty or Incorrect Items
- Faulty Items: If an item you received is not in perfect condition, please email us at support@hellovichy.com so we can resolve this for you. We will meet our obligations under the applicable consumer law, which may include replacing the item if stock is available or giving you a refund upon receiving your faulty item back.
- Incorrect Items: If you have received an item you did not order, please email us at support@hellovichy.com along with your order number, providing as much detail as possible so that we can resolve this for you.
Frequently Asked Questions
- Refunds: For information regarding our refund policy, please contact our support team at support@hellovichy.com
- Exchanges: Due to the fast turnover of styles, we do not offer exchanges. If you would like a different size or item, we recommend using your store credit to purchase an alternative size/product.
- Where Should I Return My Order: When you contact our support team, these details will be provided along with all the necessary instructions.
If you have any further queries regarding your return, please contact support@hellovichy.com.