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FAQs

Below FAQ are some common concerns of our customers before purchasing Vicco children's shoes. If you still have questions, we are here to help. Please send us Live Chat or email us at help@viccoshop.ca

SIZING

Q What sizes are available at viccoshop.ca ?

A

Vicco Canada offers footwear for First Step (Babies), Toddlers, Little Kids and Big Kids. All our lines feature genuine leather or faux leather uppers, leather or textile linings, durable rubber or flexible phylon outsoles, insulated and most of our shoes have anatomical memory foam insoles (Smart Step TM) designed for those taking their very first steps. First Step shoes, for babies 1-1.5 years old, comes in sizes EU 19-21 / US 4-5.5. Toddlers shoes, for kids 1.5-3 years old, comes in sizes EU 22-25 / US 6.5-9. Little Kids shoes, for kids 3-6 years old, come in sizes EU 26-30 / US 9.5-12.5. Big Kids shoes, for kids 6-12 years old, comes in sizes EU 31-36 / US 13.5-4. For details on which shoe size is right for your kid, please see our Size Guide.

QHow often should I measure child's foot?

A

Finding the right shoe size for children is often a challenge. Especially when they outgrow everything too fast. We recommend you measure child's feet at least every three months from 1-8 years. You never know when your child will have a growth spurt. Please refer to our parent-friendly measuring guide.

QHow do I make sure I am ordering right shoe size?

A

Our sizing page will provide you with all the information about size guide, size conversion chart and instruction on how to measure child's feet. If you still have questions about sizing, please contact us

ORDERS

QCan I exchange or return Vicco footwear?

A

Yes. We want you and your kids to be completely delighted with your purchase. If you are not 100% satisfied for any reason, you may return the item(s) for a refund of the purchase price, less all shipping charges. Simply return it within 45 days of the date of purchase, provided it has not been damaged, washed, altered or worn. Return merchandise should be in its original packaging with all its original tags. As for the exchanges, unfortunately, we do not do exchanges, however, we recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colours may sell out quickly. Please include the new order number on your return packing slip (or inform us by email at help@viccoshop.ca) so that we can refund the shipping cost of the new order you placed, if applicable. Shipping cost refund will be up to the same amount charged on the original order, in other words there is FREE shipping with re-orders. Items marked "Final Sale" are not eligible for return and refund. For more details about Returns and Exchanges instructions please see our Return Policy for more details.

QCan I place an order outside of Canada?

A

Currently, we only ship to addresses in Canada.

QWhat forms of payment does Vicco Canada accept?

A

We accept Visa, MasterCard, American Express, and PayPal (PayPal Express Checkout).

QHow do I redeem my Vicco Canada coupon codes?

A

Enter your coupon code on the Confirm Order/Order Summary page during checkout. If your coupon code is valid, the discount will be automatically applied to your order. Only one coupon code can be used per transaction. Our coupon codes are only valid on our viccoshop.ca website and are limited time offers.

QCan a coupon code be applied to a previous purchase?

A

No, we do not offer price adjustments for coupon code offers.

QMy coupon code isn't working. What do I do?

A

Please make sure you are entering the code exactly as it appears and it is not expired. After you enter the code click "Apply" and you will see a message stating that your discount code has been applied. If you continue to have trouble, please send us email at help@viccoshop.ca.

QWhen can I expect my order to arrive?

A

We want your shopping experience to be easy and enjoyable. We make every effort to ship your order as quickly as possible. Orders entered on viccoshop.ca will be processed (pending credit card approval) and dispatched out from our Etobicoke, ON warehouse within 1-2 business days. Depending on your location and shipping options, shipping transit times, including process and delivery, range from 2-8 business days. You will receive an email confirmation when your order has been received as well as another email confirmation when your order has been shipped. For more details about shipping and transit times please see our Shipping Policy.

QHow can I check order status?

A

You may check your order status on our website. Simply log in to your My Account to see your order number and tracking information. By clicking on the tracking number, you will be linked to the tracking page where you may check your delivery status. Alternatively, you can click tracking number provided to you along with a shipment confirmation email.

QMy order was not processed and there is a charge on my account. When will the charge be removed?

A

Authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the hold will drop off your account according to your credit card or bank policy. This generally happens within 2-10 business days. For more information, contact your credit card company or bank to find out when the hold will be released. If you used PayPal, the charge you see is actually a pre-transaction notification. This notification will drop off your PayPal account within 30 days. Contact PayPal directly to find out exactly when the pending notification will drop off.

QI received wrong item. What should I do?

A

If we have made an error with your order please send us email at help@viccoshop.ca and we will take care of it. You can ship item(s) back to us and we will exchange or provide a full refund through a payment method you had used to order Vicco shoes. We will take care of the shipping charges for the return and ensure a replacement is shipped out to you free of charge. As with any returns, merchandise should be unused, unworn, undamaged, in its original packaging with all its original tags, and done within 45 days of the date of purchase.

QIf i change my mind can I cancel my order?

A

If you would like to cancel your order, please contact us as soon as possible after placing your order. Orders can only be canceled by contacting Customer Service at help@viccoshop.ca. If order has passed through our system for shipment, you will then have to return the merchandise for a refund.

QDoes Vicco Canada have Warranty on shoes?

A

Yes. We stand behind our product and our products are guaranteed against defects within 180 days of purchase. If the item has a manufacturer defect please attach an image (or images) with your order number and email us at help@viccoshop.ca. A manufacturing defect is a flaw in the construction of the item that affects appearance or function and that is not due to normal wear or tear. If a member of our quality inspection team finds returned product defective, we will take care of the shipping charges for the return and ensure a replacement (refund or online store credit) is shipped out to you free of charge. For more details, please refer to our Warranty.

QDo you offer price adjustments for discounted items?

A

No, unfortunately we do not. Discounts are only available during limited promotional periods. To be the first to hear about discounts and promotions, please sign up for our newsletter and join us on our Instagram, Facebook and Twitter pages.

QHow long will it take for a credit to appear on my billing statement once I return merchandise?

A

We will do everything we can to take care of your return quickly. Please allow up to 15 business days after we receive your package to process your refund and credit your account. Allow 1-2 billing cycles for the credit to appear on your statement. Refunds can only be posted to the payment method used to make the purchase, not to a different payment method. If you are returning an item you received as a gift, the refund will be credited to the original form of payment used for the purchase.

QMy credit card number has changed. How can I be refunded?

A

When you receive a new credit card, the bank links your account number to the new card. You will receive your credit refund as normal.

QCan I return "Final Sale" items?

A

All "Final Sale" items are final and cannot be returned.

QIs it safe to order online?

A

Viccoshop.ca uses industry proven safeguards and precautions protecting our customer’s personal and financial information when processing orders. Credit card transactions are completely secure at viccoshop.ca and are processed through PayPal or PayPal Powered by Braintree. Our web site uses Secure Socket Layer (SSL) encryption technology, which renders information unreadable should anyone try to intercept it.

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