Hey there Vixens! If you have any questions regarding our gorgeous collections or ordering with us in general, then have a little look at our frequently asked questions below. If you still can’t find the answer to your query then get in touch with us at firstname.lastname@example.org and our lovely team will be happy to help!
How does delivery work?
For information regarding delivery time, cost and postage for both national and international orders, please see our ‘Delivery & Returns’ information page.
Where can I find my order number?
Your order number can be found on the confirmation email that is sent to you following the completion of your order. Once your order is shipped you will receive a second email confirming shipment. Here you’ll be given an additional shipment number, so if you email us make sure to include the order number please!
Do you accept exchanges/refunds?
Yes, we do! We currently only offer exchanges to UK based orders, however if you are not 100% satisfied with your order we’re happy to accept returns and offer you a full refund no matter where you order from.
Please see our ‘Delivery & Returns’ information page for our full exchanges/returns policy.
I haven’t received my order yet!
Not to worry! Please allow the full estimated delivery time to pass, and if you find that you have yet to receive your order then pop us an email. You may wish to check if you’re experiencing any postal delays in your area first, as this of course will affect your delivery. We want to able to get your vintage goods to you as soon as possible, so if you’re experiencing an unexplained delay then let us know and we’ll do everything we can to help.
What do I do if I receive an incorrect/faulty item?
Of course, if you find that there is a fault with your order then we will work as quickly as possible to resolve it for you. Email us as email@example.com with your name, order number and what the problem is and our wonderful customer service team members can help you.
I need some help with sizing and fit!
If you’re unsure about sizing have a look at our Voodoo Vixen size guide. This chart will advise you on how to take your measurements according to our standard sizing policy, and can help you decide on which size will provide the best fit.
What if I am an in-between size, do I order a size up or down?
Sizing up or down depends on your personal preference as well as the fabric of the piece. We’ll make it clear in the item’s description as to whether the garment is fitted/stretchy etc, But if you’re still not sure then just pop us an email to firstname.lastname@example.org and we’ll be happy to help you directly.
How accurate is the colour of the actual garment to the image that is on the website?
All of our shoots are professionally carried out, and so the colours displayed online are true to the garment. But should there be any difference we’ll make it clear in the item description so you’re aware before purchasing.
Do you hold/restock items?
Unfortunately we cannot hold items, but we receive a lot of new stock in between seasons, so even when something has sold out, we might get it in back in stock in the future.
Can I get a partial refund if the price of something has changed since I ordered it?
As an online retailer we often have price changes across our website and throughout the year. Prices can vary due to sales; discount codes, stock and demand. Should you purchase an item and find that it’s price has then changed following your purchase, we unfortunately cannot refund the difference.
Could I get a discount/promo code?
We occasionally have flash sales and promotions throughout the year. These are always promoted on our site and across our social media platforms (Facebook, Instagram and Twitter). Check these to find out whether we’re offering any promotions, and follow us to be notified of sales as soon as they go live.
Discount/promo codes can only be applied to your order when it is being placed. If you did not/forgot to use a valid code when placing your order, we cannot apply it for you afterwards. We also can’t credit or refund for the discount amount.
I’m experiencing technical issues with your website?
If you’re experiencing any kind of technical difficulties with our website then please send us an email or message us on social media and we can look into it asap.
Do you have a shop I can visit?
Unfortunately we don’t have a shop for customers to come and purchase clothing from. We operate exclusively as an online retailer, meaning our line can only be purchased from us on our website. We do have an address, but this is simply where our VVHQ offices are based.
Do you ship to PO Boxes?
No, I’m afraid that we won’t be able to deliver your address if you provide us with a PO Box delivery address.