Return & Exchange Policy
Return and Exchange Policy
Our policy lasts 15 days. If 15 days have gone by since your package has been delivered, unfortunately we can’t offer you a refund or exchange.
All returns will receive a store credit.
All SALE items are final sale.
To be eligible for a return, your item must be unused, with original tags and in the same condition that you received it.
Any item that is not in its original condition, damaged or missing parts for any reason is not eligible for return. Any item that is returned more than 15 days after delivery unfortunately is not eligible for return.
We only replace or exchange items if they are defective or damaged or the wrong size. If you need to exchange an item for the same item, send us an email at theshopsteam@vivobeachclub.com or WhatsApp (787-241-0899).
What you need to do
Pleased NOTIFY by email (theshopsteam@vivobeachclub.com) or WhatsApp (787-241-0899) of any return or exchange with reason and photo within 3 days of receiving your purchase. All return requests must include your order number, name, address, phone number and email.
After return or exchange is approved you can proceed to return the item. To return your item, you should mail it to:
The Shops at Vivo Beach Club att. Returns
P.O. Box 360840, San Juan, Puerto Rico, U.S., 00936
You will be responsible for paying for your own shipping cost for returning your item.
If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SALE items cannot be returned or exchanged.
Additional non-returnable items:
Gift cards
Health and personal care items
Face Masks
Jewelry
Shoes
Undergarments
Bags
Hats
Swimwear: Due to the current COVID situation we are exchanging only bikini tops. All bottoms and one pieces are final sale.
What we do
Once your return is received and inspected, we will send you an email or SMS to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit refund will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Shipping costs are non-refundable. If you receive a refund, the shipping cost will be deducted from your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at 787-241-0899.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
Gifts
If the gift was shipped directly to you, you will go thru the same return process as regular returns but the refund will be sent to the gift giver and he/she will find out about your return.
Shipping
We mostly ship USPS.
We are not responsible for delays in shipping caused by the USPS, UPS, FEDEX, DHL, or other carriers.
Lost articles due to shipping situations by USPS, DHL, UPS, Fedex, or any carrier will result in a Gift Card to the customer, No Money Refunds.
Contact Info
Contact Phone Number: 787-241-0899
Contact Email: theshopsteam@vivobeachclub.com
Mailing Address: P.O. Box 360840, San Juan, Puerto Rico, U.S., 00936