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FaQs. General Information
Do I need to take any additional precautions ?
When trying on undergarments at home or at the store,it is customary to try on with your panties for hygienic purposes. After you are sure of your purchase, we recommend washing prior to wear,As we will not accept any returns of undergarments are washed
Are packages safe to recieve right now ?
Because of poor survivable of these corona viruses on surface, there is likely very low risk of spread from products or packaging that are shipped over a days or weeks at ambient temperature. Currently there is no evidance to support transmission of 2019-nCoV associated with imported goods and there have not been any causes in the United Stated asociated with imported goods. We are taking precaution and will continue to monitor CDC for the events.To learn more , Please visit https://www.cdc.gov/coronavirus/2019-ncov/faq.html
How long can it take for my shipment to arrive?
As we deal with unexpected shipping delays from our third party supplier, you may receive a delay from 1 to 2 weeks. Unfortunately, delays are out of our contril but we are working diligently to make sure the shipment are processed as quickly as possible. refer to your confirmation email for tracking number to track your package.
Are there any changes to the return policy during COVID?
During COVID-19, we understand that it may be take longer to return a shipment. We are extending our 15 day return policy to a 30 day return window from the time your package is delivered to accommodate any unforeseen circumstances.
What is your return and exchange policy?
During COVID, we have extended our 15 day return policy. You have 30 calendar days to return an item from the date you received it. Please note that the following items are NOT returnable or refundable; Panties, Briefs, Thongs, G-Strings, Panty Hosiery (Panty Hose) and Stockings. This is due to hygienically related concerns.
Sleepwear, Shapewear and Lingerie items must have the hygienic liner intact (if garment was shipped with one). All garments that came with tags must still have them attached, including wash label, size label and logo labels. To be eligible for a return, your item must be in new condition; unused, unwashed, free from all odors and lint (including; perfume, makeup, animal hair and deodorants), free from all stains and in the same condition that you received it.
Your item must be in the original packaging with packing slip or receipt for proof of purchase on record with Vanessa Vixen. Exchanges are accepted for wrong size purchases or damaged items from the factory. If the error was on our behalf, we will gladly cover all shipping charges to exchange your garment. Items must be unworn and in new condition. Garment exchange will be for same item and cannot be substituted for another style. If the exchanged garment is out of stock during the exchange process, we will refund your purchase for that item(s).
When can I expect the credit to appear on my account for my return?
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 10-business days after we have approved your item, depending on your card issuer’s policies.
How long before my order is shipped?
All orders are usually processed within 2 business days. Orders are not shipped on weekends or holidays. Due to COVID, shipments may be delayed by 1-2 weeks. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email.
Where is my order?
All orders are usually processed within 2 business days. Orders are not shipped on weekends or holidays. Due to COVID, shipments may be delayed by 1-2 weeks. At the time of purchase, a confirmation email will be sent to you with tracking information you can use to locate your package. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email.
How much does shipping cost?
Usually shipment costs start at $5.95 for standard US orders. VIP members and purchases over $120 have eligibility to waive shipping costs. We do not offer overnight shipping at this time, however, an expedited order option is available at $15.00 additional during check out
Where do you ship?
Shopvanessavixen.com only ships to addresses within the contiguous United States. We do not ship to Hawaii, Alaska, Puerto Rico or to any United States territories at this time. We ship to APO/FPO addresses via USPS mail.
Do you give an option for overnight shipping?
Yes, we give an option at checkout for expedited shipping for an additional $15. Expedited shipping is not available in Alaska, Hawaii, Puerto Rico and APOs. We use Fed Ex, UPS, and DHL carriers. Tracking information will be provided with shipment confirmation email.
What shipping method do you use?
We use Fed Ex, UPS, and DHL carriers. Tracking information will be provided with shipment confirmation email.
How do I know which size fits me?
It’s easy to tell what size you should wear. Simply reference our Size Guide tutorials while shopping.
I am unable to log into my account.
When you initially signed up for emails, you created a username and password. Your username is the email address provided when you first opened your account. If you forgot your password, simply go to our website, type in your email address on the sign-in field and click “forgot password.” You’ll receive an email with instructions on resetting your password.
What type of payments are accepted?
Vanessa Vixen currently accepts mostly all major credit cards, Visa and MasterCard credit cards, debit cards, and PayPal.
How do I take care of my lingerie?
To manage your undergarments in the best of care, follow the instructions on the content label on the garment.
Please contact Vanessa Vixen at info@shopvanessavixen.com with any questions you may have. During COVID, please allow between 24-48 hours as our minimal response time.