Answers to Common Questions
INFORMATION ON THIS PAGE
Information on this page has been organized into the categories below. To view the information in any category, click the category name or the arrow at the right.
If you are unable to find answers to your questions, please feel free to contact a Vichy Customer Service Representative at 1-877-378-4249 Mon-Fri, 9am through 7pm EST or contact us via email.
WHERE IS MY ORDER? CAN I TRACK MY ORDER?
When your order ships, you will receive a shipping confirmation email that includes a tracking number. You will be able to click on the tracking number and see where your order is in transit. If you are a registered member, you can also log into your account and access the "Order History" section to see the status of your order. If you'd like to locate your order without logging in, click on the Check Your Order Status link below: Check Your Order Status
WHAT ARE VICHY'S SHIPPING METHODS AND RATES?
Vichy USA ships via UPS to US addresses only. We do not accept international credit cards or international shipping and billing addresses (including Canada). We apologize for the inconvenience. Orders shipping to Alaska, Hawaii, or any U.S. Territory must be shipped via 2nd Day Air for a flat fee of $15. At this time, Vichy does not ship to APO/FPO, P.O. Boxes. Orders containing Hazardous Materials ship via UPS Ground and cannot ship to Hawaii, Alaska, APO/FPO or P.O. boxes.
Standard US Ground Shipping UPS (7-10 days) Orders under $50 = $6.00 shipping cost Orders between $50 and $150 = $7.00 shipping cost Orders over $150 = $8.00 shipping cost
UPS - Next, Express and Premium Shipping Next Day Air (contiguous US) = $25 flat rate (1-2 business days) 2nd Day Air (contiguous US) = $15 flat rate (2-3 business days)
Please note, due to UPS shipping regulations all hazmat products are required to ship by ground within the United States. Additionally, orders shipping to any of the following destinations: Alaska, Hawaii, Guam, Puerto Rico or any U.S. Territory must ship via 2nd Day for a flat rate of $15.
The following Vichy product(s) contain Hazardous Materials:
- LiftActiv Retinol Treatment
- Capital Soleil Ultra Light Sunscreen SPF 50
- Vichy Homme Shaving Foam
- Vichy Volcanic Water (50g & 150g)
HOW CAN I RESET MY PASSWORD?
To reset your password, visit the Account page here and click on “Forgot Your Password?”. You will be able to provide your email address and we will send an email containing a link to reset your password.
WHERE CAN I GET SPECIAL OFFERS AND PROMOTIONAL CODES?
By signing up to receive email from Vichy, you will be the first to know about special offers and promotions. Promotions are often offered exclusively to email members and it is not possible to obtain promotional codes by emailing or calling Customer Service.
ARE INTERNATIONAL VICHY PRODUCTS AVAILABLE IN THE US?
Vichy offers different products around the world and does not offer all products in the United States. For example, Vichy hair care is not currently available in the US.
WHERE ARE VICHY PRODUCTS SOLD?
Vichy is distributed exclusively in select pharmacies and drugstores worldwide. Within the US, Vichy is sold at select retailers such as Ulta, CVS and Walgreens.
HOW DO I RETURN A PRODUCT?
Please note that products must be returned within 30 days from the date that the order was received. Empty products cannot be returned and we cannot process exchanges at this time. To initiate your return, please visit the Order section of My Account and select ‘Start Return’ next to the order you wish to return. If you do not have an Account, please enter your Order Number, Email Address, and Zip Code (billing or shipping) associated with the order you wish to return here. Print your return label, pack the item(s) to be returned, along with the Return Form attached to the bottom of your invoice, in the original package if possible. Refunds will be issued within 30 days in the form of credit to the credit card that was used in the original purchase. Items purchased in any location other than VichyUSA.com must be returned to their original point of purchase.
Vichy does not test any of its products or any of its ingredients on animals, anywhere in the world nor does Vichy delegate this task to others. The only possible exception is if regulatory authorities required it for safety or regulatory purposes. To learn more about animal testing please click here.