FAQs
What shoulder i do if my card is rejected?
Please try to use this payment method, clickon the link to learn the payment process,
How long is your shipping time?
This depends on where you are located and the delivery method you choose. Please check the Shipping Info page for details.
Can I change/modify my shipping address/sizes?
Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our Customer Service [email protected]. Please note that we can help you modify your order BEFORE shipment.
Once your package shipped, we will not be able to change anything.
Where is my order?
You will receive the order within the estimated time According to the logistics delivery method you choose.
You’ll be able to follow your order as it’s been sent with trackable service. To check this, all you need to do is open the order shipping email and click « Track » to follow your parcel.
If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service for further help.[email protected]
What’s the status of my order?
Customers will receive a confirmation E-mail to certify that we have confirmed your order. It usually takes 1 to 5 days for processing and then it will be shipped out. After shipping out, customers will receive a shipping confirmation E-mail, with tracking number included. To track your order, please go to track-your-order
Enter your tracking number and you can track your order.
What’s my tracking number?
After shipping out, customers will receive a shipping confirmation E-mail, with tracking number included.
I have not received any confirmation email.
Please make sure you login the right email account and please check your mailbox spam folder as well.
If you can’t find an email after 5 days you’ve placed the order, please send an Email to [email protected]
Please specify your invoice ID or the last 4 digits of your credit card and we will check for you.
Why does it shows my package has been delivered but it hasn’t?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.
Tracking number can be found by order shipping email.
If you still cannot find your package, please contact our Customer Service.[email protected]
Why was my package returned?
There are multiple possible reasons:
1) Wrong or incomplete address
2) Invalid phone number
3) Unable to deliver
Please go to “shipping email” to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.[email protected]
How do I receive my full refund?
We will offer a full refund for all returnable item, excluding shipping fee,
Coupon codes will not be refunded as monetary value.
How can I return items?
You may check out our Return Policy first, then please contact our Customer Service([email protected]) about which items you want to return.
Please specify your invoice ID or the last 4 digits of your credit card and we will process for you.
Can I exchange for another bag?
We accept return for refund or exchange within 30 days after delivery.
Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help.
What is the status of my refund?
Most returns can be processed within 5 business days after we receive your package. Considering 3-10 days for delivery, we may need 10-20 days to confirm your refund.
If you have chosen the refund to your credit card, the whole process may need 7-20 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can’t control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
What payment methods do you accept?
There are many different payment methods you can choose on our website. We support Credit Card, Debit Card, VISA, MasterCard, PayPal…
Is it safe to use my credit card on VICONCHIC?
Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.
