Returns & Exchanges

ONLINE PURCHASES BY CANADA & US CUSTOMERS:

  • RETURNS & EXCHANGES

We only take returns & exchanges within 15 days of delivery date. Please contact us at your earliest convenience if you'd love to request the service. A return postage fee of US $9.00/package will be applied to all CA & US returns & exchanges.

For returns, Click Here to submit your request and get a return label along with the return instructions. Refunds can be processed to the original payment method or store credits based on your selection. Refunds will be issued excluding the original & return postage fee. Refunds will be processed within 10-14 business days (US customers), 3-5 business days (Canada customers) after package delivery. 

For exchanges, please contact us at customerservice@visualmood.com and we’ll be happy to assist with the exchange. Please include your order # and exchange details in the email for faster processing. 

For Black Friday Sale Buy One Get One (BOGO) items, if any part of a BOGO pair is returned, the un-returned item will considered as full-price, and the remaining amount(excluding return cost) will be refunded.

  • INSUFFICIENT ADDRESS.

Please review your shipping address and make sure the package would be accepted at such address before you submit your order.

Buyers are responsible for the original shipping cost and return cost if the package is returned to sender due to insufficient address.

Buyers are responsible for packages lost due to insufficient address.

  • ADDITIONAL INFORMATION

For additional information, please email us at customerservice@visualmood.com.

Some area specific emails sometimes have server issues and are not able to receive important information regarding your order. We would like to suggest using alternative emails such as Gmail or Outlook to ensure a smooth communication response.

   

ONLINE PURCHASES BY INTERNATIONAL CUSTOMERS (OUTSIDE CANADA & US)

  • RETURN FOR STORE CREDITS

Currently we only accept store credits on international orders (outside Canada & USA). We do not currently offer returns for refunds on any international orders. Buyers will be responsible for the return cost. Click Here to submit your request.

Store credits will be processed within 10-14 business days after package delivery. 

  • INSUFFICIENT ADDRESS.

Please review your shipping address and make sure the package would be accepted at such address before you submit your order.

Buyers are responsible for the original shipping cost and return cost if the package is returned to sender due to insufficient address.

Buyers are responsible for packages lost due to insufficient address.

  • ADDITIONAL INFORMATION

For additional information, please email us at customerservice@visualmood.com.

Some area specific emails sometimes have server issues and are not able to receive important information regarding your order. We would like to suggest using alternative emails such as Gmail or Outlook to ensure a smooth communication response.

  

THE FOLLOWING ITEMS CANNOT BE RETURNED OR EXCHANGED

The following criteria must not apply for the items to be accepted for return:

- Item/s not in original condition or without the returns card or hygiene seal in place.

- Item/s that have been worn, washed, or altered in any way.

- The care label should only be cut when you are ready to wear your swimsuit. We don’t accept returns/exchanges if the care label is cut.

Unfortunately, we cannot accept any returns that do not meet the above requirements. 

We may issue a partial refund or no refund regarding the condition of a swimsuit. Please carefully deal with the package once it arrives.

 

Effective as of Oct 12, 2022