Returns & Exchanges
We will gladly accept the returns or exchanges of new, unused and undamaged merchandise within 3 days of delivery receipt. Returns within 3 days of receipt are subject to a 35% restocking fee and the customer will be held responsible for all freight on returns. We do not accept returns or exchanges after 3 days of receipt. There are no returns, cancellations or exchanges on custom made items, custom upholstery, personalized or monogrammed items, sale items, floor/showroom sample sale items, clearance items, closeouts, discontinued items, items purchased using a discount or promo code, free shipping or reduced shipping promotion. After your approved returned item has been received by us and has been approved for a refund or exchange, you will be notified via email of our receipt and decision of your return. All refunds may take approximately 15-30 business days to show up on your credit card statement. Exchange may take approximately 6-8 weeks depending on the availability of the product.
ORDER CANCELLATION POLICYYou may cancel an order for a full refund with 24 hours from the date and time you placed the order. We cannot accept order cancellations on any custom made product, closeout, clearance, discontinued or items purchased on sale. All sales on such items are final. All order cancellation requests must be completed online by filling out an ORDER CANCELLATION REQUEST FORM within 24 hours of your original order to avoid a 35% cancellation fee. If you cancel an order after 24 hours you will be charge a 35% cancellation fee. If an order has been shipped you will be charged a 35% restocking fee and the freight charges to and from Vielle and Frances warehouse. These cancellation fees can not be waived. If your item is on back order you will be required to cancel your order within 24 hours of notification email of the back ordered item or within the time frame given upon notification.
REFUND & CREDIT POLICYAll credit card purchases will be refunded back to the original credit card that the merchandise was purchased on. Refunds may take up to 10-15 business days to show up on your credit card. In the event the original credit card is not available, Vielle + Frances will issue a store credit in the form of a Gift Card. There are no refunds on shipping and handling charges. Only the price of the product will be refunded less 35% restocking fee and or 35% cancellation fee.
Damaged, Defective or Incorrect itemsIn the event you receive a damaged, defective or incorrect item, you must file a claim online within 24 hours of receipt of order. All damaged, defective or incorrect items must be inspected by a claims representative within 24 hours of receipt and photographs must be taken of the damaged, defective or incorrect item and uploaded to the online claims form. The Vielle + Frances quality control department will process the claim if all of the following steps are taken: a. Notation of obvious damage on the carrier's delivery document; b. Retention of all cartons and packing materials; c. Notification to Vielle + Frances via Online Claims Form within twenty-four (24) hours of receipt of goods; d. Cooperation with Vielle + Frances instructions for processing the claim. All claims may take up to 90 days. Customer is responsible for furnishing adequate information to permit Vielle + Frances and the carrier to investigate claims. Such information will be upon request of either Vielle + Frances and the carrier. Customer agrees that if a claim for loss or damage has been paid, customer waives all rights to file further claims on that particular order.
File a Return or Damage ClaimTo initiate a return or to file a claim, follow the steps below:
1. Click on the 'My Account' tab at the top of any page. You may need to sign in. If you do not have an account and you need to file a return or claim please click here to be directed to the "Request an RMA" page. Please note: Return requests and claims must be approved prior to any return of an item. We do not accept returns without prior authorization.
2. Click on the 'My Returns' tab on the left hand menu.
3. Select the order in which you would like to return from the drop down menu and click 'Return'
4. Complete the online form and click submit. If this is a damage, wrong color, wrong item claim, you are required to upload photographic evidence within 24 hours of delivery.
Please note, we do not accept return requests via email, phone, fax or mail. All returns must be filed online within 3 days of receipt of merchandise. Upon approval, Vielle + Frances will issue a return merchandise authorization number (RMA) and our return address. Please do not return items to the original address the items were shipped from.
DISCLAIMER: In the event that a return becomes damaged on its way back to the return destination, Vielle and Frances will inform the customer via email or phone that the item was received damaged and hold the product for up to 10 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Vielle and Frances concerning what to do with the damaged product. If Vielle and Frances has not received notification or response from the customer within 10 days, the item will be donated or destroyed and no refund will be provided.
Payment, Pricing and Promotions
Pricing PolicyWe work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. If an item's price is higher than the price displayed, we will cancel your order of that item and notify you via email of the cancellation. In the event that an item is listed at an incorrect price or with incorrect information, Vielle and Frances, Inc. shall have the right, in its sole discretion, to refuse or cancel any orders placed for that item.
Vielle and Frances carry many products from different vendors on our Web Site. In some cases, merchandise displayed for sale on our Web Site may occasionally be out of stock or may be discontinued without notice. All prices and services featured on our Web Site are quoted in U.S. Dollars, are valid and effective only in the continental U.S. Every effort has been made to ensure the accuracy of prices, item numbers, availability and dimensions, however, we cannot be responsible for typographical errors. We reserve the right to correct any errors or omissions.