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Returns

NOTE: Please expect delays in returns and refunds. Due Canada Post strike, we may receive your returned merchandise with a delay. Unfortunately, this is out of our control. Alternatively, we can generate you a return label with Fedex with a flat rate of C$25.

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 original flat rate shipping cost (if any) and flat rate return shipping charge of C$15. Simply return it within 30 days of the date of purchase. 

Please make an informed decision on the correct size to order by using our Size Guide before ordering. 

Returning in the USA? Please click here

Returning your Vicco merchandise is easy. We’ve worked hard to ensure this process is as seamless as possible. The customer is responsible for the return flat rate shipping label's cost of C$15. The return flat rate shipping cost is usually less than you’d pay by shipping directly through Canada Post or your carrier of choice. Please note that return merchandise should be unused, unworn, undamaged, and in its original packaging with all its original tags. If the product is worn or dirty and needs to be refurbished your return may be subject to an additional 25% restocking fee.

RETURN REQUEST INSTRUCTION

  • Please login into your My Account, click "Orders", follow to the Order you would like to proceed with a return, click "Return items?", from the drop-down menu choose "Qty To Return" for each item you are returning, "Return Reason", "Return Action", alternatively add "Comments", and then click "Submit Return Request".
  • We will respond within 48 business hours and provide you with the prepaid shipping return label via email.
  • Our prepaid return flat rate shipping label's cost is C$15. Flat rate will be deducted from the refund amount.
  • You can contact us either via email at help@viccoshop.ca before returning the shipment if you need clarification on the Return process, condition of the product or its packaging.

HOW TO RETURN BY MAIL

  • Prepare your package with care.
  • After you submit the return request, the prepaid return shipping label will be provided to you by email within 48 hours. Please print it out and attach the prepaid return shipping label to the outside of the return package.
  • Place a copy of Packing List (or Invoice) inside the return package. Pack and seal the product securely. If you are reusing a shipping box, be sure to remove old shipping labels or cover up old addresses and bar codes.
  • Please avoid empty space in the shipping box. If you are returning part of your order, please make sure you use a smaller shipping box to avoid empty space. If required, please use a "void fill" like recycling paper, bubble wrap, air pillows, etc to close up the free space in the shipping box. The empty space in the shipping box may damage the shoe during the shipment.
  • The return item(s) should be dropped off at any Canada Post location.
  • Please note and keep the return tracking number until your account is credited.
  • Once returned item is received, and your return is approved, a refund, will be issued the same day on unworn, unused and undamaged merchandise. Heads up: while the refund is immediate on our end, it can take a few days for your bank to process.
  • Important: If the product is worn or dirty, missing original tags, and needs to be refurbished, your return may be subject to an additional 25% restocking fee. If the product is worn and can not be refurbished due to the condition of the product, no refund will be issued, and the customer is responsible for the shipping cost to send the worn item back to the customer.

GETTING CREDIT

We will do everything we can to take care of your return quickly.

Once your return is received, approved and processed, your purchase will be credited the same day to your initial form of payment for the full product price plus any applicable taxes, excluding return shipping charges.

Returns/refunds are processed the same day that we receive your returned items. Allow one billing cycle for 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.

SALE PROMO "Buy 2 Get 25%, Buy 3 Get 35%, Buy 4 Get 40%"

When part of the "Buy 2 Get 25%, Buy 3 Get 35%, Buy 4 Get 40%" promo order returned, the unreturned promo items’ total price will be recalculated either at the original price or at the lowest promo threshold (whichever applicable at time of return). If there is only one unreturned promo item left in the order, the total price of that item will be recalculated at the full price. For more details, please refer to Sale Promo terms.

EXCHANGES

We are sorry to hear that your order didn’t work out. Unfortunately, we do not do direct 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. We are glad to waive the original shipping fee for the exchanged item.

  • Follow our return instructions to send back the original item for a refund
  • Then, to receive your new order (replacement/exchange) as quickly as possible, place a new order on viccoshop.ca. When you place a new order (i.e. replacement/exchange), please add the following order note -  "Exchange for Order #__", based on that, we will adjust your order manually and waive the original shipping cost.

CANCELLING ORDERS

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 via email at help@viccoshop.ca. If order has passed through our system for shipment, you will then have to return the merchandise for a refund.

Occasionally an item sells out and we may need to cancel your order. If for any reason your item is unavailable, we will notify you by email and your credit card will not be charged.

FOR WRONG ITEMS SHIPPED

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 30 days of the date of purchase. 

NON-RETURNABLE & NON-REFUNDABLE ITEMS

No refunds, credits and returns on the following:

  • Any items ending in C$.97 price tag and marked "Final Sale"
  • Free items that were awarded as part of any Vicco promotions
  • Gift Certificates/eGift Cards/Store Credits

SHIPPING DAMAGE

If you receive an item that was damaged during shipment, send us an email at help@viccoshop.ca. Please have your order number, item number and tracking number from your original confirmation email ready. It is normal for the carton to show some wear; however, if damage to your product(s) did occur, send us an email and we will follow up with instructions.

MANUFACTURER DEFECT & WARRANTY

We stand behind our product and our products are guaranteed against defects within One Year 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 Policy.

SIZING

For the best fit, we highly recommend prior to placing an order to check out our parent-friendly Sizing Guide. If you are unsure of the size, we also recommend that you contact one of our fitting gurus at help@viccoshop.ca as we will work with you to ascertain that the proper size is selected prior to shipping.  

Want to know about Shipping? Check out our Shipping Policy

Still having questions about Returns? Contact Us