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 shipping charges. Simply return it within 60 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 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 shipping cost. 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.
Returning in Canada? Please click here
RETURN REQUEST INSTRUCTION (USA)
- 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".
- Once your return request completed and approved, we will provide you further instruction and the return address details. You will be required to return your purchase using the carrier of your choice and will be responsible for the shipping back. When choosing a carrier, we recommend using a traceable delivery method.
- You can contact us 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 (USA)
- 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.
- Ship package using the carrier of your choice, we recommend using a traceable delivery method.
- Please note and keep the return tracking number until your account is credited. We advise taking a picture of this with your phone, so you'll have it handy.
- Once returned item is received, and your return is approved, a refund, will be issued the same day on unworn, unused and undamaged merchandise.
- The sooner you return your items, the sooner you will receive a refund.
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 original 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 "2=30% & 3=40%"
When part of the "2=30% & 3=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). 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.
- To receive your order as quickly as possible, place a new order on viccoshop.ca
- Then follow our return instructions to send back the original item for a refund
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 60 days of the date of purchase.
NON-RETURNABLE ITEMS
No refunds, credits and returns on the following:
- Gift Certificates/eGift Cards/Store Credits
- Any items ending in C$.97 and marked "Final Sale"
- Free items that were awarded as part of any Vicco promotions
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