Frequently Asked Questions
- 1. Who are we?
- 2. VIPshop routine
- 3. About Ordering
- 4. Payment
- 5. Rewards
- 6. Shipping & Returns
- 7. What social media sites does VIPshop use?
- 8. Account
1. Who are we?
Welcome to VIPshop, a website dedicated to flash sale promotions.
VIPshop (VIP.com)，is wholly owned by Guangzhou VIPshop Information and Technology Co,Ltd. The focus of VIPshop is genuine brands and quality products with deep discounts and limited time based sales. VIPshop members have grown to over 28 million in just 4 years due to its unique positioning as “special sales online shiopping mall”; moreover, it has been successfully listed on the New York Stock Exchange on March 23, 2012. VIPshop has been awarded the top prize on DTT 2012 High Tech and High Increase list, and has been granted the honor to receive the top prize of “Best E-Commerce Company of 2012”.
VIPshop cooperates with the well-known domestic and overseas brand agents and manufacturers, it offers low price, high quality and sought-after branded goods to the consumers all over the world. So far, over 10 thousand brands are collaborating with VIPshop, and over 1600 brands have authorized VIPshop to run special sales on its website. The categories offered by VIPshop include clothing, shoes, beauty goods, home textiles & furniture, accessories, perfume and many more.
VIPshop aspires to become a global first-class E-commerce company.
2. VIPshop routine
2.1 What is an event?
Every event you discover at VIPshop is time-limited. Most of our events are themed collections combining featured items.
2.2 When do events start?
New events begin every day at 06:00 PDT.
2.3 How long do events last?
Events last for 5 days.
2.4 What is the heart icon on the site?
You can mark and reserve your favorite items. When you discover an item you love, light up the heart icon to add it to your Wish List.
2.5 Can I find VIPshop physical stores ?
VIPshop only offers products online. However, brands you discover on VIP.com come from different countries. You may find physical stores of a brand in its originated country.
2.6 Where can VIPshop ship?
Currently, we only ship to the United States (including all territories and excluding APO/FPO/DPO addresses).
2.7 Can I shop VIPshop on my mobile devices?
Yes! We have apps for iPhone and Android, as well as a mobile site. Install our apps to shop VIPshop at any time on your mobile devices.
3. About Ordering
3.1 An item I want is sold out. Can I still get it?
When an item is sold out, you may find it in other upcoming events. Please stay tuned on VIP.com to discover more of your favorites. As we are a flash-sale site, every item has limited stock and limited time on sale, we suggest you buy your favorites before events end.
You may also browse other similar products by clicking on category on the top of VIPshop page.
3.2 I can’t find a product I saw several days ago. Where did it go?
Products on VIPshop are usually available for 5 days. We offer varied collections every day. If you love an item, you may add it to your Wish List and keep track of it. When the item is back on sale, you may add it to bag through your Wish List.
3.3 Where can I find items featured in your posters?
You may find items featured in our posters by entering the event. However, sometimes, posters are ads exhibiting the style of a brand or an event. You may find similar items in the event.
3.4 What size should I order?
You may mouse-over size buttons on the item detail page to view Size Guide, or view the measurements of a product in Description.
3.5 Are they in US sizes?
Please move your mouse pointer over "size guide" and then click the button of "size guide".
3.6 What is a pending order?
After you click the Check Out button, make sure you get your favorites, and please complete your payment within the pending time. Once the stock and the promotion of the item has been change, we will cancel the unpaid order for you.
3.7 How do I know if I have been charged for my order?
Funds are deducted from your PayPal or credit card account as soon as you place an order. Your entire order, including any applicable tax, shipping fees and insurance fees, is charged at that time.
You will receive a payment confirmation e-mail from us. If we are unable to fulfill any part of your order, your refund will go directly back to your payment account.
3.8 An order has been placed. Can I still change its shipping address?
You may contact our Customer Care to change your shipping address by e-mailing email@example.com. Our Customer Care will respond to you within 24 hours. Shipping address can be changed as long as the order has not reached "shipped" status. You may go to "My Orders" to check your order status. Please note due to e-mail communication lag time, address change is not guaranteed, and may cause delivery delays.
3.9 An order has been placed. Can I still change its payment method?
Yes, you can go to My Orders and click on "Change Payment Method".
3.10 An order has been placed. Can I add an item?
The quickest solution is to place a new order for the additional item.
3.11 An order has been placed. Can I cancel it?
You may contact our Customer Care to cancel your order. Our Customer Care will respond to you within 24 hours. The order may be canceled as long as the order has not reached "shipped"?status. You may go to "My Orders"?to check your order status. Please note due to e-mail communication lag time, order cancelation is not guaranteed.
3.12 Where do you get the original prices of products?
Unless otherwise noted, the strike-through price displayed on our Web site is based on the suggested retail price for the product, provided to VIPshop by the manufacturer or vendor. Certain products on our site are similar - but not identical - to products sold through other retailers. In this case, the strike-through price represents the estimated regular retail value of a comparable item of similar quality offered elsewhere. Because we sell our products to the United States, the strike-through price may or may not represent the prevailing price at any particular time or in every location, and we make no promise on the reliability or accuracy of any such information. For international sales, the strike-through price represents the retail price suggested to VIPshop by the manufacturer or vendor, based on what such items would be sold for in the US/UK market, plus exchange rate conversion and, if applicable, an adjustment for additional international surcharges that cover items such as taxes, duties, and shipping. VIPshop will always endeavor to offer you products of best quality and reasonable price.
4.1 What payment methods can I use?
Currently we accept payments via PayPal, Visa, Master, Amex, JCB, Diners Club.
4.2 What currency will be displayed?
When US is selected as shipping destination, pricing will be shown in USD $.
4.3 How are exchange rates calculated?
We partner with a third party--PayPal, to determine the currency rate. The exchange rate for your order will be set at the time of order placement.
4.4 How do duties and taxes work?
Currently, VIPshop offers to pay duties and taxes for customers in the US.
5.1 How do I use my coupons?
For every order, you may apply only one available coupon. You may always go to "My Account"—"My Coupons" to check all your coupons.
5.2 Do my coupons expire?
Each coupon is valid for a certain period. Please note the valid date of each coupon. You may always check the status of your coupons in "My Account". Expired coupons will turn grey and cannot be used anymore.
6. Shipping & Returns
6.1 When will I receive my order?
We will make every effort to ship to you as soon as possible once your order is placed & paid for successfully. Actual delivery time may vary due to shipping methods, custom clearance, and other factors beyond our control.
Delivery time = Processing time + Shipping time
• Processing time
Usually 5-7 business days are needed to prepare and process your order. Delays might occur during our peak season.
• Shipping time
Ø Expedited: 3-5 business days;
Ø Standard: 7-10 business days;
Ø Airmail: 12-15 business days.
6.2 Do you ship to PO Boxes and APO/FPO addresses?
Unfortunately, our shipping partners are unable to deliver to PO Boxes and APO/FPO addresses.
6.3 Does VIPshop ship internationally?
Currently, VIPshop orders can only be delivered to United States.
6.4 Will my entire order be shipped in one package?
While best efforts will be made to ship your entire order in one package, some times to ensure you receive your order more timely, we may ship items separately.
6.5 How do I track the shipping information of my order?
Once the order had been placed, you will receive a shipping confirmation to your signed e-mail address. Your order is in route though initial tracking information may not be available from the carrier. It may take 24-48 hours for your tracking information to reflect details on carriers' sites.
6.6 What if my order arrives incomplete, incorrect, damaged or defective?
Please contact our Customer Care at firstname.lastname@example.org. We will work to resolve the problem immediately.
6.7 How to make a return & get refund?
If you are not satisfied with the item you purchased, you can return it to VIPshop for a refund.
To be eligible for returns, please confirm that:
-Return request can only be accepted within 30 days of delivery date;
-Items to be returned remain unused, undamaged, unwashed, and in original package with original label;
-The following items cannot be returned unless they are defective: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories.
-You will pay for return shipping. For quality related returns, return shipping fee is refundable.
If not meeting the above criteria, items will be considered ineligible for a return.
Please kindly send your order number and the item information you wish to return to email@example.com.
Once we receive your return request, we will forward you further details as to send the item back to our warehouse which located in US.
Kindly remind that:
-Please send the item within 3 days.
-After you send back the item, please also get back to us with the courier's name and tracking number.
-It would be appreciated if you could go back to us the reason that you want to make a return.
-It will take 7 -15 working days for the refund return to your original payment account.
6.8 Can I make an exchange instead of a return?
Unfortunately, we do not accept exchanges now.
6.9 How do I choose my shipping methods?
You may choose shipping methods at checkout.
7. What social media sites do VIPshop use?
You may spot us on Facebook, Pinterest and Instagram. Follow us on Facebook, Pinterest and Instagram to get the latest updates on VIPshop fashion collections and let us know what your most desired items are.
8.1 How do I unsubscribe from your email newsletter?
You may find the unsubscribe link in every received newsletter email.
8.2 What do I do if I forget my password?
Click the "Forgot Password" link on the "Sign In" page, we will send you an email with a link to reset your password.
8.3 How do I change my password?
You may visit "My Account"—"Account Info" to update your password.
8.4 What if I encounter other problems on VIP.com?
Please take a screenshot or photo of the problem and send it to firstname.lastname@example.org and we will help you solve it as soon as possible.