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Help

How to join

You may simply join theVirgins and be our family member! Being a member of theVirgins allows you to gain membership points through our various events.

How to join:
STEP 1. Click Sign-in button on the right side on the website and click register.
STEP 2. Read the ""Terms of Use"", and ""Privacy policy"" before you tick ""I agree""
STEP 3. Set your own account and password(Lower case and 4-16 characters of numbers can only be used for your account)
STEP 4. Finish!

Enjoy your shopping with theVirgins

How to order

You can place your order as follows.

- Step 1. Log-in (sign-up if needed)
- Step 2. Search for products and add to cart
- Step 3. Fill in an order form (e.g., your name, address, contact numbers)
- Step 4. Select a payment method and make a payment
- Step 5. Once the order has successfully been placed, you will be given an order number.

※ The sold-out items in your shopping cart and wish list may automatically disappear.

[How to check the order list]

Once the payment is completed you will be able to check the order list on [My page].

- On PC: Please click [My page] at the right bottom of the website
- On Mobile: Please open the menu category at the right top of the website and click on [My page].
On [My page] menu click on the [Order list] and you will be able to check all your orders for the last 3 months.


Payment

Following payment methods are available within theVirgins:

Eximbay
EXIMBAY is a payment gateway company providing services to online stores that authorize a debit/credit card payment.

Shipping

  • Shipping Method : Parcel Service
  • Shipping Area : A Region.
  • Shipping Rate : When applying differential amount between purchase price and shipping fee: Shipping fee will be set according to total purchased price.
  • Delivery Time : 10 - 15 days
  • Shipping rates:
    - FREE: $200 or more
    - $10: $100 ~ $199 of purchase
    - $20: $0 ~ $99 of purchase

    - Please kindly understand that the shipping rate policy shown above is only applied to promotional countries as follows.

    - USA, Canada, Australia, Japan, China, Hong Kong, Taiwan, Singapore, Cambodia, Laos, Macao, Malaysia, Mongolia, Myanmar, Thailand, Vietnam, and Philippines.

    - For other countries, shipping rate will automatically be calculated based on destination and weight of each parcel.

    - Parcels are only dispatched on business days.

    - Please be informed that order placed right before day-offs and holidays in Korea may be delayed.

    - Please contact our CS team if you still have not received your parcel after 2 weeks from the date tracking number is given.

    [Shipping and customs]

    - It takes about 7-10 business days for the products to be prepared. If you order hot items, there could be further delay in preparation. Once products are dispatched, they can be delivered at your doorsteps in about one week.
    (Keep in mind that delivery may be delayed due to external factors such as customs clearance, import related inspections, and etc.)

    - Shipping Option: Sometimes, it may take too long to ship all the items at once due to the inventory. In such cases, we send the items that are initially ready and the others will be shipped out when they are available. Please kindly understand that this system exists only for our theVirgins customers’ convenience. Customs

    - International shipments may be subject to import taxes, duties, and customs fees, which are levied once the package reaches the country of destination. All related fees are the responsibility of the recipient.

    - You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.

    - Please be aware that any customs clearance related charges are the responsibility of the customers, EVEN with the free shipping promotion orders.

    - Customs policies vary widely for every country so please check with your local customs office directly to see if they do in fact apply duties and or taxes to your imports. Not knowing your country's regulations can result in your order incurring high import duties, the delivery being delayed or even returned.

    - Due to complex and ever changing customs policies we cannot guarantee the items you are ordering are permitted for import into your country. Therefore, it is important that you become familiar with the customs laws in your country before placing an order. Please check with your customs office to see if you can import the items, and if any additional licenses or permits are needed. Orders that are seized or delayed by customs are the responsibility of the customer and not theVirgins.


Returns & Exchanges

We ask you for a careful examination prior to your purchase (e.g. size, color, or etc.)
Any inquiries regarding the products should be made within 7 days from the day the delivery was completed.
※ Please be noted that you should put your order number in returning parcel to make the process faster.

[Exchange / Return due to customers’[change of mind]]

- Please contact our Customer service center within 7 days after receiving your package and send us return tracking number in 3 business days.

- While making an inquiry to our Customer Service Center include the following information to hasten the process:
[Name, Order number, product name/code, reason for exchange/ return]

- In case of any exchange due to [change of mind] round-trip shipping cost will have to be borne by a customer.
Conditions of items will be examined once they reach our warehouse.

- In case those items show any signs of use, they will not be accepted for exchange. In case of any return due to [change of mind], the return shipping fee is borne by a customer and the initial shipping fee deductions are applicable according to theVirgins return policy.

[Exchange / Return policy for defective and wrongly shipped items]

- Please contact our Customer service center within 7 days after receiving your package and send us return tracking number in 3 business days.
- While making an inquiry to our Customer Service Center include the following information to hasten the process:

[Order list, barcode of all the items, a picture of the item, a picture of defect part)

For any exchanges/ returns of defective or wrongly shipped items
the shipping fees will be borne by theVirgins.

Please kindly pay for return fee in advance as COD cannot be used for international shipping. The amount will be refunded to the customers once parcels are arrived at our inventory and checked by the relative team.

[Missing Items]

- If any of your item(s) is missing in your parcel, please contact our CS team within 7 days from you receive the box. When contacting us, please send us the pictures described below.
(Picture of the box, Picture of all items you received, Order list, pictures of each barcode of the item)

- If confirmed of missing, we will send you the product right away, however, some products may go out-of-stock.

- All the costs related with re-sending will be borne by theVirgins.

- We sometimes send products seperately for our customers' favor. Please double check this on your [My page] whether your order is partially shipped.

[The followings are not eligible for returns/exchange]

The followings are not eligible for returns/exchanges:

- Any items reported after 7 days from the date of receiving
- Any item from which the tags have been removed, regardless of if they were defective on arrival
- Customized or handmade items
- Cosmetics being opened.
- Items having trace of scent, cigarette, perfume, use, wash, or alterations.
- Items that have been damaged intentionally including, but not limited to, lost tags, alterations, washing damages, even if the item was defective upon arrival
- All goods returned without previous notice or in spite of return denial by our CS team will not be accepted

[Refund policy for unclaimed packages]

- In case the customer fails to claim the package and it gets returned to theVirgins due to [absence of addressee/wrong or insufficient address],
the round-trip shipping fee based on actual shipping fee rate of each courier will be deducted from the refund.
- In some cases, depending on the shipping cost, the parcel may be discarded; those the customers will be held responsible for the loss caused and no refund will be issued.

Return Address
(236-0051) theVirgins, 3-18-31-6, Tomiokahigasi, Kanazawa-ku, Yokohama-shi, Kanagawa-ken, japan

Refunds

It takes 3-5 business days to issue a refund for a returned or cancelled order.
Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.

Other

Pending period for reward store credit:
Your reward store credit issued from orders will be added to your account and stay as Pending for 20 days from delivery before validation to compensate time for exchange or returns. Meanwhile, you are free to spend your available store credit balance.

Requirements:
If you pay for your order with store credit, you are required to spend a minimum store credit of #min_mileage.”
The maximum store credit you can spend on one order is “max_mileage.”

Cancellation of store credit:
Pending credit issued from orders will be automatically cancelled on cancellation or return of the relevant order. Your store credit will be cancelled if you close your account. Also, your store credit will expire if there is no newly issued store credit for three years.

Cs center

thevirginsxxx@gmail.com

WORLD SHIPPING

PLEASE SELECT THE DESTINATION COUNTRY AND LANGUAGE :

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