1. What is VV’s return policy?

a. Products that are shipped from overseas and shipped directly from our Cross-Border Bonded Warehouse are not eligible for exchanges and/or return. Therefore, please take careful precautions when placing an order to purchase these items.

b. Returns can only be applicable for ordered/purchased item with manufacture defect or for wrongly sent items. Also, all returns must be made within 7 days upon receiving said item. Any application for return that is made after the stated duration will not be accepted.

c. Only items that are unworn, unaltered, unwashed and in sell-able condition can be returned. Any accompanying tags must be intact and in original packaging.

*Please note that all swimwear must have the protective sticker intact in order for the item to be eligible for Return. Also, top bra and underwear cannot be returned for health and hygienic purposes.

 

2. How do I return my order?
For your convenience, there are two available options for the items eligible for a Return:

  • Return to our main office (walk-in);
  • Return via post.

For full details on each Return option, please read the information below.

a. Return to our office (Walk-in):
If you wish to return an item to our office:

  • Bring along your Order Confirmation email or Purchase Item Invoice with your items to be returned at our office address as shown below.
  • Our Customer Service personnel will attend to you to process your Return and you will receive a Return Merchandise Authorization (RMA) number.
  • We will then process your refund and you will receive an email confirmation with your credit voucher once the refund process is successful.

b. Return to our office (via Post):
If you wish to return an item to our office via post:

  • Call VV EHOUSE’s Customer Service at +603-5611 7983 or send an email to customer@vv-ehouse.com . Make sure to provide the Customer Service representative with your order number. You will then receive a Return Merchandise Authorization (RMA) no. via email and the return address.
    NOTE: You cannot return your item unless you complete this step.
  • Pack the item(s) you want to return securely in the original product packaging with all paperwork, parts and accessories to ensure credit, paste a copy of our email with the RMA order no. on the package. Keep the receipt of the postal for your tracking purposes.
  • We will then process your refund upon receiving your returned item and you will receive an email confirmation with your credit voucher once the refund process is successful.
  • The package should be returned to our office at this address:
VV EHOUSE SDN BHD – Return Dept
E2-03-03, Level 3, Block E2, Sunway Geo Avenue,
Jalan Lagoon Selatan, Sunway South Quay,
Bandar Sunway, 47500 Subang Jaya,
Selangor, Malaysia.

3. What happens if I received the wrong item(s) in my order?
In the unlikely event you receive the wrong item(s), please contact us straight away. The quickest way is via email to customer@vv-ehouse.com, or you can call us at +603-5611 7983 (Monday – Friday between 9AM- 6PM). Kindly arrange the Return until we received the goods and confirmed of its defectiveness. We will refund the last paid amount of your purchased goods and your original delivery charges in the form of credit voucher and you will have to re-order the item that you want to purchase on our website. If you have further question(s) or in need of extra assistance on this matter, please contact our Customer Service Team to manage your return.

 

4. Will you refund my delivery charge?
If the item that you returned has been certified damaged or faulty, or isn’t what you ordered upon receiving in terms of colour and product description, you will receive a full refund in the form of credit voucher. Delivery charges are non-refundable if the item returned is due to change of mind, unsuitable or no reason.

 

5. When will I receive the credit voucher?
You will receive an email notification with your credit voucher once the item(s) is/are received by our team and the refund process is successful. The refund and return process will take up to 7-14 working days.

 

6. What happens if I want to exchange an item?
We do not accept exchanges for an item or product unless the item received is not the actual item ordered online, provided with solid proof of picture, receipt and etc. of the incorrect item received. Products on sale are not eligible for exchanges. We also do not offer exchanges on goods returned by post. Instead, simply return the item and place a new order online. To understand more on the return process, please read our return policy.

 

7. How do I use my voucher?
You will receive the credit voucher code via your email or account. Please insert the code in the voucher code box provided before proceeding with payment. Once your voucher is applied, the auto deduction will be applied to your total remaining payable amount.

 

8. Is there any time limit for the credit voucher to be used?
Any credit voucher that has exceeded its activation period will be deemed void.