Frequently Asked Questions
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.Email Us Here
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 your 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 WorldShip 2nd Day Air for a flat fee of $25. 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)
WorldShip 2nd Day Air = $25 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 Worldship 2nd Day for a flat rate of $25.00.
The following Vichy product(s) contain Hazardous Materials:
- Thermal Spa Water (150g & 50g)
- LiftActiv Retinol HA Night
- Normaderm Purifying Pore Tightening Toner
- Capital Soleil SPF 50 Mousse
- Capital Soleil SPF 50
To have your password emailed to you, click on the "Welcome, Sign In" go to "Personal Data" and you will see a 'Change Password' link. Click on that link and enter your new 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 and men's products are not 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, Duane Reade 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.
REPLENISH & SAVE FAQ
Replenish & Save is the most convenient way for you to get the products you want delivered to you on a regular schedule. We automatically send your favorite products based upon your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive 10% off every order and 15% off your 3rd order.
You always have complete control over your Replenish & Save orders and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting My Replenish & Save located within your account. Changes to orders can be made any time before the next scheduled shipment date and you can cancel at any time.
Joining Replenish & Save is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To get started, simply select the Replenish & Save option for your desired product, select your preferred shipment frequency and then check out as normal.
After you join Replenish & Save, you will receive an email confirming your Replenish & Save order. This email will include a link to access the My Replenish & Save section in your account where you can manage your future orders, Replenish & Save items and account information.
We will place your Replenish & Save orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each Replenish & Save order. You will also receive email notifications regarding other important information related to your Replenish & Save account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and confirmation when an order is placed successfully.
Once you’ve joined, Replenish & Save is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a Replenish & Save order by visiting the My Replenish & Save section in your account. Please allow up to 24 hours for modifications or cancellations to be processed.
Change an order date:
To change your next order date, please visit the My Replenish & Save section within your account and click the Change Date button to the right of the next shipment date then select a new date for your order. This will change the order date for the entire Replenish & Save order.
Skip a delivery:
To skip a Replenish & Save order, please visit the My Replenish & Save section within your account and click the Skip Order button to the right of the upcoming order date to skip the entire order.
Change shipment frequency:
To modify the delivery frequency for a Replenish & Save item, please visit the My Replenish & Save section within your account. The current delivery frequency is displayed next to each replenishment item in a dropdown menu next to “every”. To change the delivery frequency for an individual replenishment item, simply click the frequency dropdown next to the item you would like to modify and select your next desired frequency from the dropdown menu.
Send an order now:
To send a Replenish & Save order now, please visit the My Replenish & Save section within your account and click the Send Now button to the right of the upcoming order date to send the entire order.
Cancel or Pause Replenish & Save item:
To cancel a Replenish & Save item, please visit the My Replenish & Save section within your account and click the “Cancel Subscription” link to the right of the item you wish to cancel. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve selected a cancel reason and clicked the Stop Replenish & Save button, your replenishment will be cancelled and no future orders will be placed. You will receive an email notification confirming this action. Please allow up to 24 hours for any modifications or cancellations to be processed.
To review or modify your Replenish & Save account information, visit My Replenish & Save located within your account.
To change your shipping address for an order, click the Edit link located directly below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all Replenish & Save and future orders unless otherwise noted.
To change your billing address for an order, click the Edit link located directly below the current billing information. This will open a new page where you can add new payment information. This billing information will apply to all Replenish & Save and future orders.
Please remember to press OK and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
Your very next scheduled orders will be listed in the My Replenish & Save section of My Account.
Replenish & Save items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one Replenish & Save item and want the items to ship in the same order, simply visit My Replenish & Save section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.
Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the “Add this to my order on:” button. When you click this button, you will have the option to add the item as one time only or as a Replenish & Save item.
All Replenish & Save orders require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.
Insiders Rewards Program FAQ
Join the Vichy Insiders Rewards Program to enjoy exclusive offers, early access to exclusive promotions, and so much more! To join, simply sign up for an account HERE. To learn more, visit our Insiders Rewards Page.
What is the Insiders Rewards Program?
The Insiders Rewards Program is a loyalty program for our Vichy Community! Members can enjoy exclusive offers, early access to promotions and new products, and so much more. To join, simply sign up for an account HERE.
How does the Insiders Rewards Program work?
Your membership is activated the day you enroll in the Insiders Rewards Program and lasts through the end of the current calendar year.
Once you’ve enrolled, you can earn rewards by completing purchases on vichyusa.com. Rewards will only be redeemed on authorized purchases on vichyusa.com and are not applicable with other retailers.
For the best experience, create an account to view your order history and membership status. If you already have an account, remember to log in each time you place an order to ensure your that your order history is tracked and applied towards your membership status.
Insiders Rewards are considered “promotional codes” and have terms & conditions and restrictions on vichyusa.com. Insiders Rewards are not valid at other retailers. For full terms and conditions, please review the disclaimer within your rewards email.
How do I earn rewards?
Customers will earn rewards based on the number of orders placed within a calendar year on vichyusa.com.
Level 1: Insiders Status is given to customers who have purchased up to 2 orders per calendar year.
Level 2: VIP Insider Status is given to customers who have purchased 3 or more orders per calendar year.
For more information on rewards, please visit the Insiders Rewards Page or login to your account HERE to view your status.
When will I receive my rewards?
Rewards will be sent to the customer via email, and frequency will vary based on the reward. For birthday rewards, customers will receive an email around the time of their birthday. Please be sure to update your birthday information in your account profile
For level up gifts, the email will be sent the day after customers qualify with their third purchase. For other gifts and rewards, emails will be sent quarterly and monthly. For exclusive early access to sales and promotions, emails will be sent at the time the promotions occur and before it is available to the public.
How will I receive my rewards?
You will receive an email notification once a reward is available to you.
You can also log in to your account to view your membership status.
When does my membership status expire?
Insiders Rewards expire on the dates indicated in the disclaimer with the offer.
Your membership status expires on the last day of the next calendar year.
Can I track my membership status online?
Yes! Log in to your account to check your membership status and available rewards.