For any questions, comments or concerns you have, we are here to help. Below are some FAQs that might help, otherwise please email info@vidasoleil.com or call us at 855-243-1444.
ORDERING
What payment methods do you accept?
Vida Soleil accepts American Express, Discover, JCB, Mastercard, Visa, eCheck, PayPal, and of course, store credit and gift vouchers!
I am shopping for a gift. Do you provide gift receipts or gift wrapping?
If you have any special requests please email us at the time you place your order.
I'm so excited to receive my new items! How do I check the order status?
- When signed in to your account, click on 'MY ACCOUNT' at the top left hand corner of the site.
- Below several different options will appear. Click on 'ORDER STATUS' to see the status of past and current orders that you have placed with us.
- Click on the order number to see even more details, including your tracking number.
I changed my mind and want to cancel my order. How do I do that?
You may cancel your order by contacting customer service BEFORE your order ships, but due to time differences between the USA and other countries, we cannot guarantee customer service will receive your request before the order ships.
I found an item I would like to purchase however my size is not showing up.
Our website is in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock. If the item is a sale item we are not able to re-order it. However, if the item is regular-priced, you can submit a special order inquiry by emailing customer service at info@vidasoleil.com and we will look into the availability of the item for you.
Some items are listed as Pre-Order along with an estimated arrival date. Can I order these Pre-Order items?
Pre-Order indicates the item is not currently in stock. However, you may still purchase the item. Just simply click 'add to cart' and complete the purchase process.
What happens if I am buying a pre-order item and in-stock items at the same time?
Once you complete the order it will be divided into two orders. Any in-stock items will ship out immediately and the pre-order items will ship once the items arrive in our warehouse. You will receive a confirmation email notifying you the pre-order has arrived and is ready to ship out. You will only be charged once for shipping (if applicable).
I have ordered the wrong item/size by mistake. Can I edit my order?
You may request that we edit your order by contacting customer service BEFORE your order ships, but due to time differences between the USA and other countries, we cannot guarantee customer service will receive your request before the order ships. Please include all the details of the style, size, and color you would like, in addition to the item you would like to swap for in the email.
Are there any brand restrictions on discounts?
Yes, due to the manufacturer's request, we are not allowed to use code matching and coupons on some brands. The computer will automatically exclude some items from sales and discount codes.
Can I combine discounts/vouchers with other promotions?
There are certain restrictions on combining certain discounts/vouchers. Please note that special discounts/ promotions may not be combined.
SHIPPING & CUSTOMS
How can I track my package?
Our standard shipping, 2-5 day mail, and international mail are sent through USPS and can be tracked through their Track & Confirm tool online. Expedited shipping is sent through UPS, and can be tracked through their website as well. To locate your tracking number: sign in to your account, click on 'MY ACCOUNT' at the top left hand corner of the site. Click on 'ORDER STATUS' then click on the order number to see even more details, including the tracking number.
Can you promise there will be no custom or duties when the package arrives?
All international packages can potentially incur charges upon their arrival in the destination country and those charges are solely determined by the arrival countries customs authorities. We cannot predict the amount of duties and taxes charged when using standard shipping. If you have other questions regarding duties and taxes in your country, please contact your local customs office.
Based on past experience, what price range of an order will it lessen the chance to be taxed?
Customs policies vary by country. In some countries packages with a higher value are more likely to incur fees, but we are not able to confirm at what value. If you have questions regarding duties and taxes in your country, please contact your local customs office.
What can Vida Soleil do if my package is lost?
Packages are rarely lost. However, if a parcel does not arrive please contact customer service to file a lost package report, and we will try to help you locate it by filing a claim with UPS or USPS. Unfortunately, we are not liable or responsible for any lost or stolen mail.
RETURNS
What do I need to include with my return?
We only ask that you include a copy of your return Merchandise Authorization (RMA) inside the return package along with the item(s) you're returning (unworn, with original tags and bags). You can generate your RMA request through your Vida Soleil account under Order Status.
How do I know if my order is eligible for return?
Items purchased at full price are eligible to be returned for Store Credit or Exchange (Only 2016 merchandise is eligible for exchange) within 15 days of receiving your order. If the item is purchased on sale, per our return policy these items are FINAL SALE and are not eligible for return.
I see that my return package was delivered, why haven’t I seen my credit?
We pick up all parcels from our PO box once a day, and begin processing them that day, however it can take up to 5 business days for all returns to be processed once they are received. We appreciate your patience!
