FAQs

What should I do if my card is rejected?
Try the same payment method. Click the link to view the payment process.

How long is shipping time?
Depends on your location and delivery method. Check the Shipping Info page for details.

Can I change my shipping address/sizes?
Yes (sizes, colors, items, address) – but only before shipment. Contact [email protected]. No changes after shipping.

Where is my order?
Delivered within the estimated timeframe for your chosen logistics. Track via the “Track” link in your shipping email. If past the date, email [email protected].

What’s my order status?
You’ll get a confirmation email once your order is received. Processing takes 1–5 days, then a shipping email with a tracking number. Track via track-your-order using this number.

What’s my tracking number?
Included in your shipping confirmation email.

I haven’t received a confirmation email.
Check your correct email and spam folder. If missing after 5 days, email [email protected] with your invoice ID or last 4 credit card digits.

Why shows delivered but not received?
Check your mailbox, neighbors, or contact the shipping company with your tracking number (from the shipping email) and ID. If unresolved, email [email protected].

Why was my package returned?
Possible reasons: wrong/incomplete address, invalid phone number, undeliverable. Check the shipping email for the tracking number, contact the carrier, or email [email protected].

How to get a full refund?
Full refund for returnable items (excludes shipping fees). Coupon codes are not refunded as cash.

How to return items?
Review our Return Policy, then email [email protected] with your invoice ID or last 4 credit card digits to specify items.

Can I exchange for another bag?
Exchanges or refunds are accepted within 30 days of delivery. Exchanges take longer than new orders – we recommend returning for a refund and reordering. Contact support for help.

What’s my refund status?
Returns are processed within 5 business days of receipt. Total time: 10–20 days (including delivery). Credit card refunds take 7–20 days (bank processing). We refund the bank within 48 hours; contact your bank for details.

What payment methods are accepted?
Credit/Debit Cards, VISA, MasterCard, PayPal, etc.

Is using my credit card on VICONCHIC safe?
Yes. Data is SSL-encrypted. Visa/Mastercard payments use SET (bank authorization required). Charges only go through after bank confirmation.