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Returns

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. 

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

RETURN INSTRUCTIONS

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 unless merchandise is being returned for defective reasons. Please note that return merchandise should be unused, unworn, undamaged, and in its original packaging with all its original tags.

  • Please send us an email at help@viccoshop.ca (or visit Contact Us page) with your order details and the item you would like to return.
  • We will provide you with the prepaid shipping return label via email or web-link.
  • Orders placed separately cannot be returned as a single package.
  • Our return prepaid shipping label flat rate is C$6.95 (sorry, no C.O.D.). Return shipping cost will be deducted from the refund amount (note: exceptions to this policy are made for defective items).
  • You can contact us either via Live Chat, toll-free 888-922-2022 or email at help@viccoshop.ca before returning the shipment if you need clarification on the condition of the product or its packaging.

HOW TO RETURN BY MAIL

  • The prepaid shipping return label will be provided to you by email or web-link. Please print it out and attach the prepaid shipping return label to the outside of the return package.
  • Place a copy of Packing List 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.
  • 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. 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, excluding initial and return shipping charges, will be issued on unworn, unused and undamaged merchandise within 15 business days. 

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 to your initial form of payment for the full product price plus any applicable taxes, excluding initial and return shipping charges. This also includes items where the customer did not incur initial shipping charges.

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 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.

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
  • Please include the new order number on your return packing slip (or inform us by email at help@viccoshop.ca) so that we can waive (or refund) the shipping cost of the new order you placed, if applicable. Please note, that you are responsible for any shipping costs to return original items to Vicco Canada.

FREE SHIPPING WITH RE-ORDER

If you need to return an item or items and want to re-order the same item or items in a different size or colour, we will offer you FREE shipping on your replacement order. Please email us at help@viccoshop.ca to place your re-order with one of our Customer Service specialists and have the shipping fee waived (or refunded) for your replacement order. Waived (or refunded) shipping cost will be up to the same amount charged on the original order. Please note, that you are responsible for any shipping costs to return original items to Vicco Canada.

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 toll-free 888-922-2022 or 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.

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 45 days of the date of purchase. 

NON-RETURNABLE ITEMS

  • Gift Certificates/eGift Cards/Store Credits are non-returnable items.
  • Items marked with “Final Sale” and/or items with 50% or more discounts are not eligible for return and refund.
  • Free items that were awarded as part of any Vicco Canada promotions are not eligible for return and refund.

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 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 Policy.

Want to know about Shipping? Shipping Policy

Still having questions about Returns? Contact Us