VixenSilk Frequently Asked Questions

A little clarity before you click “add to cart.” Find answers about lingerie sizing, discreet shipping, order tracking, returns, and contacting VixenSilk.

Shopping & sizing · Shipping & tracking · Returns & order problems · Contact & privacy

Shopping and sizing

What is VixenSilk?

VixenSilk is a U.S.-based online lingerie boutique operated by Hall Commerce LLC, a Florida-based business. We carry lingerie sets, bodysuits, teddies, babydolls, corsets, hosiery, clubwear, and intimate accessories from established lingerie brands. Learn more about VixenSilk.

Do you carry plus-size and queen-size lingerie?

Yes. Selected styles are available in plus and queen sizes. Availability varies by product and brand, so check the individual listing for the sizes offered and any listed fit range.

How do I choose the right lingerie size?

Measure your bust, waist, and hips and compare them with the brand’s sizing guidance and the product’s listed fit information. Size labels vary between brands. If the listing does not provide enough information, email info@vixensilk.com with the product name before ordering.

Does One Size mean it fits everyone?

No. One Size is a size designation, not a guarantee that a garment will fit every body shape. Check any listed dress-size or weight range and the brand’s sizing guidance. Stretch fabric does not make sizing unlimited.

Are stockings and accessories in the photos included?

Only pieces expressly listed as included in the product description or package contents should be treated as part of your purchase. Stockings, panties, robes, and other accessories may be shown for styling. Contact us before ordering if the included pieces are unclear.

How should I care for my lingerie?

Follow the care label and manufacturer’s instructions for your specific garment. Washing and drying methods vary by fabric, trim, and adhesive. Handle lace, mesh, fishnet, straps, and embellishments gently, and keep them away from sharp jewelry or exposed hooks that could snag them.

Shipping and order tracking

How long does VixenSilk take to process an order?

Orders are typically processed within 1–3 business days. Business days are Monday through Friday, excluding holidays. Processing time is separate from the time your package spends in transit.

How long does delivery take?

Standard U.S. shipping is estimated to take 3–5 business days after shipment. With 1–3 business days of processing, the estimated total delivery time is 4–8 business days, excluding weekends and holidays. These are estimates, not guarantees. Express options appear at checkout when applicable. Read our Shipping page for details.

How much does shipping cost?

Standard U.S. shipping is $6.99 for orders below $50 and free for qualifying orders of $50 or more. Available delivery methods and their charges are displayed at checkout. Check the checkout total before placing your order.

Is VixenSilk packaging discreet?

Yes. Orders ship in discreet outer packaging. The outside of the package does not display product names or reveal the nature of the items inside.

How do I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information. Tracking may take up to 24 hours to update after the carrier receives the package. If you cannot find the email, check your spam folder or contact us with your order number.

Can I change my address or cancel my order?

Email info@vixensilk.com as soon as possible with your order number and requested change. Address changes and cancellations are not guaranteed because processing begins quickly. Once an order has been processed or shipped, it cannot be canceled.

What if my package is delayed or marked delivered but I cannot find it?

Check the tracking details first. If the package is marked delivered, check the mailbox, parcel locker, and nearby delivery areas, and ask household members or neighbors whether they accepted it. Contact the carrier using your tracking number, then email us with your order number if you still need help. We will review tracking and assist with the appropriate carrier process.

Returns and order problems

Can I return lingerie to VixenSilk?

Eligible items may be returned within 30 days of delivery, subject to approval. They must be unworn, unwashed, unused, free from signs of wear, and returned with their original packaging and tags. Hygiene restrictions and final-sale exclusions apply. Review our Refund Policy before ordering or requesting a return.

Which products are final sale?

Our Refund Policy excludes panties and thongs; bodystockings and catsuits; hosiery, stockings, and tights; pasties and adhesive products; opened intimate products; items with broken or removed hygiene seals; items marked Final Sale; and gift cards. Intimate items that have been worn, washed, altered, damaged, removed from sealed packaging, or tried on without appropriate protective garments are not eligible for return.

How do I start a return, and who pays return shipping?

Email info@vixensilk.com within 30 days of delivery with your order number, the item, and the reason for your request. Wait for approval and return instructions before sending anything back. Customers pay return shipping unless the product arrived damaged, defective, or incorrect. Original shipping charges are nonrefundable. Do not use the address on the original package unless we specifically instruct you to.

What should I do if my item is damaged, defective, or incorrect?

Email info@vixensilk.com within 7 days of delivery. Include your order number and clear photographs of the product, the issue, and the packaging and shipping label when applicable. Keep the item and packaging until we review your request. Approved requests may be resolved with a replacement, refund, or another appropriate solution.

Do you offer exchanges, and how are refunds issued?

Yes. We accept exchanges for eligible items within 30 days of delivery, subject to approval and stock availability. The same condition, packaging, tag, hygiene, and final-sale restrictions as returns apply. Email info@vixensilk.com with your order number and requested replacement before sending anything back. If the requested replacement is unavailable, we will offer a refund for an approved eligible return instead. Approved refunds are issued to the original payment method within 7 calendar days after we receive and inspect your return. Your bank or payment provider may need additional time to post the refund. Read our Refund Policy for full details.

Contact and privacy

How can I contact VixenSilk?

Email info@vixensilk.com or use our Contact page. Support hours are Monday–Friday, 9:00 AM–5:00 PM Eastern Time. We typically respond within 1–2 business days. Include your order number for questions about an existing purchase.

Where can I read about how my personal information is used?

Our Privacy Policy explains how personal information is collected, used, and shared, including our use of Shopify and service providers. Where applicable, visit Your Privacy Choices to manage eligible data-sharing opt-outs.

These answers summarize our current store information. Please read the linked policies for full terms and eligibility requirements.