Frequently Asked Questions


QUESTIONS: vontiquebtq@gmail.com  

***Due to a high volume of emails, please allow 24-72 hours for your email to be responded to. Response time varies. If you have not received a response within 72 hours, please resend the message in a different message thread, as this could be due to your message going into our spam folder. Emails are answered in date/time order. No email is ignored. 

Please refrain from sending multiple messages in the same message thread, this will push your message to the very end again and delay response time further. Sending a new message in the same message thread gives you a new later time and date. If you would like to send another message, please do send as a new message so your first message does not lose its spot in line. Thank you!  

What is the return and exchange policy?

Yes, we accept returns, however, we currently DO NOT accept returns for refunds. We allow returns for store credit within 10 days from the date the tracking number states it was delivered. Please note that customer is responsible to pay for ALL shipping fees including the cost to ship the exchange item. Clearance/Sale items are final sale, no exceptions. 

Bodysuits/Bathing Suit, accessories, and white items are ALL final sale.

 

I haven't received a store credit for my return?

If you have not received store credit for your return within a few days of returning the package, please email vontiquebtq@gmail.com so we can speed the process up for you. 

 I’m missing an item or my items arrived damaged or with a defect!

Please email us at vontiquebtq@gmail.com as soon as possible with images attached. We will not accept claims 48 hours after the delivery date. 

I received my package a while ago, but I just tried on the items and want to exchange or noticed a defect!

We kindly ask that you try on and inspect your items as soon as they are received. We do not accept returns past the 10 day mark or damaged item claims past 5 days from receiving the items. We sincerely apologize for the inconvenience.  

I washed my item and now it is damaged!!

We recommend following the washing instructions on the label attached inside the item. Once an item has been worn or washed, we will no longer accept your claim or return. Ownership transfers completely from our business to consumer as soon as the item is worn or washed (whichever is done first). No exceptions! 

We kindly ask that you inspect all items before wearing or washing. 

I only wore my item once or a few times can I still return if it damages, find a defect, or no longer like it? 

Ownership transfers completely from our business to consumer as soon as the item is worn or washed (whichever is done first). No exceptions! 

We will not be able to accept your return, issue a refund, or store credit for an item that has been worn or washed. 

Do you ship worldwide?

Yes, we ship worldwide. 

Do you ship overnight or express? 

Unfortunately, we do not ship overnight or express. 

How long will it take to receive my order?

Domestic orders are processed within 1-5 business days (Monday thru Saturday). We are closed on Sundays and holidays. Ship time for U.S. orders is 3-5 business days depending on your location and the efficiency of your local post office. 

My package has been lost or stolen. What should I do?

Please make sure to submit the correct address. We are not responsible for packages that are lost or stolen. Once your package leaves our premises we are not responsible for them as USPS is a shipping service that you agree to allow us to send for you. Once we send the liability is between you and USPS; however, we will do our best to help you find your package since each order comes with a tracking number. In the case where the tracking says delivered but you haven't received your package, you can visit your local post office or contact USPS to file a claim. 

We will not look into stolen or lost packages claims if they are not reported within 10 days of the tracking number stating the package has been delivered. 

When do you restock styles or sizes? 

Unfortunately, we do not have exact dates when we restock styles due to the many different vendors or manufacturers we work with having various restock schedules. 

Do you have a size chart? 

We do have a basic size chart but the styles vary in measurements. If you would like exact measurements for a specific size, please email us. We will add the measurements to the description of the product.  

Do you sell gift cards? 

Yes, we do sell gift cards!

My package was returned due to the incorrect address or not picking up the order with signature confirmation, can you reship it for free? 

Unfortunately, there is a reship fee of $4.00 for orders that are returned due to incorrect address or orders that are not picked up from your local post office with signature confirmation. Unfortunately, we do not refund the postage cost for the first package shipment. We ask that you double check the shipping addresses before placing an order to avoid any additional costs. We also ask that you please check tracking details for orders of large amounts because they include signature confirmation and may need to be picked up at your local post office. Thank you for your kind cooperation and understanding.

For any additional questions please email us vontiquebtq@gmail.com

Thank you for all the kind support! 

xoxo,

Von Tique Team!