FAQs

• How can I change my password?

After logging into the site to change your password, you can create a new password going to "My Account" section. Then press “Forgot Password?” 

• Can I change my e-mail address?

For your security, we cannot change your email address. 

• Which language options available on your website?

Vicuna Mode serves in the following languages: English, French and German.

• Which languages do you support in customer service?

The languages that our customer service currently serves are English and French.

• Will you put products marked "sold out" in the stock again?

If a product is finished, you can request that we notify you when it comes back to stock. If the product in question is available for resale within 15 days, we will notify you via email. If the product is out of stock, we will remove it from the website.

• Will the product to be sent to me be the same of the product in the photo?

Yes, but there may be a slight difference in the end of craft products.

• How does the shipping and delivery work?

We work with the most accomplished companies to handle and care about your items. Guaranteed and 100% secure. We will deliver the items to you within a maximum of 7 days after receiving the order by the delivery date shown or within the date range provided at checkout. We do not ship Saturdays, Sundays, or holidays. 

Delivery costs will be indicated before any payment and only relates to deliveries made in Belgium, Netherlands, Luxemburg, Germany or France. If your order requires additional information to fully process, we will be in touch by email. 

• What should I do if the wrong product is shipped?

If you receive an item that you did not order as a result of an error, please contact our Customer Service department.

• How can I be sure that my purchasing procedure is properly?

A confirmation email will be sent to you after creating your order. If this email is not sent to you, contact our Customer Service department.

• What should I do if the product is defective?

Only excellent products are sold on the Vicuna Mode site. However, if you experience an exceptional situation such as sending a defective item to you, you can contact our Customer Service department.

• What happens if I need to return or exchange a product?

You can return your items or exchange them for the adequate as you wish. We hope that you never use this service as you remain a happy customer. Items must be returned within 14 days from the day you acquired possession of the goods. We’ll gladly accept items that are unworn, unwashed, undamaged or defective merchandise, that have original tags attached and the original packaging.

Refunds will be processed within a week to a week and a half after we receive your package. We’ll send you a Return Notification email to notify you once the return has been completed.

Your refund will be issued in the form of the original payment, such as the credit card used for the order. Shipping and handling charges are not refundable. 

Please note that the initial delivery charges (if any were applied) are only refundable for faulty goods, goods not as described, or incorrect goods.

Don’t forget to please fill in the “Return Form” (click here) before sending the items. 

• Are there any products I can’t return?

Please note that the following items cannot be returned or exchanged: lingerie, underwear, swimwear, accessories and jewelry. Final sale products cannot be returned either.

• Is the privacy of my personal information protected?

All information you share with us remains private and confidential within Vicuna Mode. This information is used to set up, implement and realize your purchase and to provide you with information about the products. 

• Why my credit card has been declined?

The reason for your credit card decline may be one of the following:

- The card may have expired: check that your card has expired.

- Your card may have reached its limit: contact your bank to find out if your credit card has reached its purchase limit.

- You may have entered incorrect information: check that you have filled all the required fields correctly.

• Is it safe to use the credit card on the website?

Yes, the information is transmitted securely via SSL encryption. Only Secure Electronic Commerce (SEC) transactions are accepted for payments using Visa and MasterCard. After verifying that the card is secure under the SEC system and the banks checks all the information, it authorizes the transaction. Otherwise, the order will be canceled.

• Where can I get my order?

You can pick up your order at the address you specified (it may be a home or work address).

• How long does my order reach?

Standard delivery: between 2-7 business days.

•  What is the amount of the transport expenses?

Standard delivery: Between 3 to 5 Euros 

• Can I follow the status of my order?

Yes, you can see the status of your order by going to the TRACK YOUR ORDER section.

• How does the home delivery process work?

If you choose home delivery, we will send you a confirmation email and another email with an order tracking number and a link to the courier's website when your order leaves the warehouse. Finally, the courier informs you by sending an SMS or an e-mail about when your order will be delivered.

• What happens if I am not at home?

If you are not at home when they arrive to deliver your order, the courier will leave you with a reminder with contact information.

You can also call the courier directly and give him the order tracking number to set a delivery date.