Frequently Asked Questions
How do I order online?
1. Shop by browsing through our website.
2. Click on the relevant image to access the individual item's product page. Choose the quantity and color you want if multiple options exist.
3. Add merchandise to your shopping cart by clicking on the 'add to cart' near the desired item.
4. Review the items in your shopping cart. You can remove, delete or update your shopping cart by clicking on either 'remove', 'delete' or 'update'.
5. To continue shopping click on 'continue'. Please be aware that another customer can still purchase items in your shopping basket until you checkout.
6. Proceed to checkout by clicking on 'checkout' and follow the instructions.
Can I place an order by phone?
Contact us at 1-888-VISMAYA (1-888-847-6292) Monday - Friday between the hours of 9:00am - 5:00pm PST and our Customer Service Department will be more than happy to assist you with placing your order with us.
Please note, orders shall be accepted at our sole discretion, but will normally be accepted if the items you order are in stock and your credit card is authorized for the transaction. We will contact you if there are any problems with your order. Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order. We will send you an e-mail confirmation receipt of your order.
Will my merchandise be held once it is in my cart?
Unfortunately we are unable to hold merchandise without an order being placed, even if the items are in stock at the time they are added to your cart. We apologize for any inconvenience. If the item you are interested in sells out, please contact our customer service team at 1-888-VISMAYA (1-888-847-6292) or by emailing info@vismaya.com, and we may be able to help you locate the item at one of our retail partners.
I saw an item on site, but it disappeared. Why?
Vismaya customers love to shop! Our quantities are limited and may sell out fast. If there is an item that you are interested in, but is no longer on the site, you can contact us at 1-888-VISMAYA (1-888-847-6292) or email us at info@vismaya.com and we will try to help you locate it at one of our retail partners.
Can I place an order without a Vismaya account?
Yes, you can. You can place an order as a guest once you reach the checkout page. Keep in mind, creating an account will give you access to more information about your order.
How can I update my Vismaya account information?
You can update stored information in your account at any time. To view or change your existing account information, password or subscription status, please sign in to “My Account” using your current e-mail address and password, you can edit any of your saved account information.
I forgot the password to my Vismaya account. How can I reset it?
You can contact Customer Service department at 1-888-VISMAYA (1-888-847-6292) Monday - Friday 9:00am - 5:00pm PST and a representative will guide you through a password re-set.
What is your returns policy?
Full price merchandise and merchandise discounted up to 49% off the original price, may be returned for a full refund, online store credit, or exchange within 30 days of the delivery date. All merchandise purchased for 50% or greater discount off the original price is considered final sale.
All items being returned must be in original condition, unworn and with original tags intact. If such items are not returned in original condition, they will be returned to you.
If you would like to make a return and your purchase is within our return policy (listed below), you may click here to start your return.
If you purchased return insurance via re:do at checkout for $1.50, your return is covered. If you did not, you may still start your return at the return portal above, but will be responsible for the shipping label fee provided.
For our full return policy, click here.
Do you accept exchanges?
We are happy to offer exchanges - if you would like to exchange your item, please email our team at info@vismaya.com and well will send you instructions. Please note, if the exchange is not for the exact value of your original purchase, you will be responsible for any additional charges.
My order hasn't arrived. What can I do if my package is lost?
We will deliver the goods to the delivery address that you specified when you placed your order. Please be accurate when you give us your address details, as we will not be liable if the address that you have given is incorrect. If you have ordered something and it has not arrived within 3-10 business days of your order being processed, please contact our customer service team at 1-888-VISMAYA (1-888-847-6292) Monday - Friday 9:00am - 5:00pm PST. You can also track your package via the appropriate carrier using your tracking number.
How can I track my order?
You can track your order three ways:
1. You can track your order by logging into your customer account on our website. You can view your order history and track each individual order you have placed.
2. You can also use your tracking number to visit www.usps.com to get the most up-to-date information on your order.
3. You can contact our Customer Service department at 1-888-VISMAYA (1-888-847-6292) Monday - Friday 9:00am - 5:00pm PST who will be more than happy to provide you with details on your latest order.
Which payment options does Vismaya accept at checkout?
We accept credit card and debit card payments as well as PayPal. If you are shopping from outside the United States, place your order and your credit card company will convert the transaction to your own currency. We accept the following: Visa, Master Card, Discover, and American Express.
** All prices quoted on this website are inclusive of US taxes, relative to the rules for each state. As we are based in California, in most cases only orders shipped within California will incur tax. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.
Can I use a gift card at checkout?
Yes, gift cards can be used online.
Which currency are your prices listed in?
Prices for all of our items are listed in U.S. dollars no matter where you're shopping from.
My items arrived damaged, defective, or are incorrect. What can I do?
If you receive a damaged, defective or incorrect item, contact us at info@vismaya.com with a photo of the damage, or wrong item you received as well as your order number. We will be happy to take care of you.
How do I return a gift?
An original order number and billing zip code are required to process your gift return. If you do not have this information, please contact us 1-888-VISMAYA (1-888-847-6292). To help us locate your gift order, we will need the first and last name of the person who purchased the gift and their email address.
Which items are final sale?
Any items sold at a discount of 50% or greater are considered “final sale”. Final sale items are not eligible for refunds, exchanges or store credit. You will see the “final sale” banner next to your item in the shopping bag.
Can you ship to a P.O. Box, APO/FPO Box addresses, and freight forwarders?
We do ship to PO Box and APO/FPO Box addresses. Overnight and expedited delivery is available for these addresses.
Can I ship to an address other than my own?
Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.
I entered the wrong address at checkout. What should I do?
During check out, if you accidentally input the wrong address, then you would have to contact us to change and update the address. You may contact a Vismaya Customer Service Associate at info@vismaya.com or call 1-888-VISMAYA (1-888-847-6292) Monday-Friday 9:00am - 5:00pm PST to assist you in correcting the address.
Can I cancel or modify an order once it's been placed?
We are unable to combine orders or add pieces to an existing order once it has been placed. If you need to make any changes or cancel your order please call our customer service at 1-888-VISMAYA (1-888-847-6292) so we may try to assist you. A representative is available Monday through Friday 9am to 5pm PST. Please note there is no guarantee we will be able to make any changes to your order.
How long does it take to receive my refund?
You can expect your refund/exchange to process within approximately 14 days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from Vismaya. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.
Will I receive email updates regarding my order?
Yes, you will receive an email confirmation once your order has been received, shipping updates providing tracking information, updates regarding multiple shipments, and updates on changes or cancellations to your order.
Where is my order?
For all shipped packages, we will send you the tracking number in an email. You may also find the information on your My Account page. If you would like to make any changes while your package is in transit, please contact the carrier.
Shipping times may vary depending on delays with USPS due to weather and high shipment times of year. Check the status of their service here. Vismaya cannot be held responsible for late packages if order ships within 2 business days and will not refund costs of expedited shipping due to these delays.
I'm having problems with the website. What should I do?
Please email us at info@vismaya.com, and we’ll see if we can fix the problem as soon as possible. If you are experiencing problems with shopping on our site, we truly appreciate your input and feedback. Please include the issues you had as well as what browser you are using (Chrome, Firefox, Safari, Internet Explorer, etc.)
I'd like to carry Vismaya products in my store. How can I become a wholesaler?
Please email us at info@vismaya.com or speak to our customer service at 1-888-VISMAYA (1-888-847-6292) and we would be happy to assist you with your wholesale inquiries.
I have a media or press inquiry. Who can I reach out to?
For marketing and media inquiries please contact info@vismaya.com.
How do I care for my Vismaya item?
COTTON
To maintain the highest quality of our products, hand wash separately, use only a non-chlorine bleach if needed, using cool water and mild detergent. Line dry and warm iron if needed.
SILK
As a naturally delicate fabric, we highly suggest that you have your products professionally dry cleaned. If you choose to wash by hand, always use cool water with a mild detergent made especially for silk as normal detergent can destroy the silk fibers.
LINEN
Linen is a natural fiber, known for its absorbency. Check care labels on linen products to determine whether the product must be dry-cleaned. If you choose to wash by hand, always use cool water and mild detergent. Dry flat if possible, as a breathable natural fabric, it is pretty quick to dry this way. If an iron is needed, use low iron.
RAYON/MODAL/VISCOSE
Handwashing separately is always the best and safest method for washing rayon, modal or viscose. Add mild detergent to a wash basin or sink filled with cool water. Submerge the item and gently agitate the water with your hands to evenly distribute soap. Soak for up to 15 minutes then rinse well by running cool water through the item until the water is no longer soapy. Do not wring, instead press the water out of the item, lay flat to dry or dry clean.
CASHMERE/WOOL
The qualities that make cashmere precious also make it very delicate, so gentle handling is required to keep it looking it’s finest. We highly suggest that you have your products professionally dry cleaned.