Common FAQs

Account and Profile

Do I need to create an account to shop with you?

Browsing the store or exploring the features does not require an account creation. However, to shop with us, you are required to create an account. Having an account allows us to provide you with a personalized shopping experience and ensures a smoother and more convenient checkout process.

Do I need to provide email to create an account on Virgio?

It's necessary to provide an email address to register for a Virgio account. It will help us send and receive important communications (in case you choose to disable your notifications).

We do not believe in spamming your inbox with unwanted emails, so please update your email address.

How do I create an account?

Just in 2 steps:

1. Enter your mobile number

2. Verify the OTP received

You would be asked to provide email and voila! There you go.

What if I don't receive an OTP due to poor network connectivity?

If you don't receive an OTP (One-Time Password) due to poor network connectivity, here's what you can do:

• Wait a Few Minutes: Sometimes, SMS messages may be delayed due to network issues. Wait for a few minutes to see if the OTP arrives.

• Resend Code: We offer an option to resend the OTP. You can try using the ""Resend Code"" option, which may send the OTP again via whatsapp.

• Reach Out to Customer Support: If the issue persists and you still haven't received the OTP, you can reach out to our Customer Support team for assistance. They can help you troubleshoot the issue and provide further guidance.

Remember to ensure that you have a stable network connection to receive OTPs promptly.

How can I change my mobile number that I use to login on Virgio?

Please speak with the customer support team if you have changed your number but still want to keep your previous Virgio account. 

To ensure account security and prevent illegal access to your account, you will be needed to share government ID evidence.

Where can I get the Invoice copy?

Please do reach out to us through this link https://wa.me/message/QZN6PWNVMDFZM1 

our team will help you get the soft copy of it. 

Payment

What payment options are available on international order?

Virgio is supported by Stripe, a payment gateway that accepts payments via all international credit and debit cards.

How can I change the address/phone details of my order after confirmation?

You can change the delivery address before the order has been shipped; i.e, until the ‘Ready to Ship’ stage. Just get in touch with at care.ae@virgio.com or drop a whatsapp text to us at +918951835445. However, once the order has been shipped, your address can’t be changed. 

I tried to make a payment, but it failed or an amount was deducted, but the order was not placed successfully. What should I do?

Don’t worry, your money is absolutely safe.

In case you’re not sure if your order was successful, please check your inbox. A successful order is confirmed via email, which may land in your spam or junk folder. If there’s nothing there or in your inbox, please get in touch with us at care.ae@virgio.com or drop a whatsapp text to us at +918951835445 to check if your order went through.

In case your order was unsuccessful but the amount was deducted, the amount will be reversed to your source account within 10-12 working days.

Can I pay cash on delivery?

Yes, we do accept Cash on delivery orders.

What is Virgio's Shipping Fee?

a) Shipping fee is charged towards providing delivery and post-order services including but not limited to, higher than average returns

b) Shipping is a value-added service charge levied under one of the following circumstances:

  - Orders below AED 149 charged with a Shipping fee of AED 19.

c) The final shipping fee is calculated post application of any 'coupon benefit' and offers

d) The threshold values can change, please review the Shipping Fee at the time of checkout

Note: Shipping fees are non-refundable in cases of partial order cancellation and returns.

Order Delivery

What countries are eligible for international shipping? We are currently operating within India and UAE.

Which courier company handles international orders?

Our international orders are shipped via Jeebly, Aramex and several other proficient courier partners.

What are the shipping charges?

We offer standard Free Shipping for orders above AED 149. A flat fee of AED 19 would be applicable on order below AED 149. Shipping charges are non-refundable.

How do I track my order?

Once your order has been shipped, you will be notified with tracking details and parallely you can track the order via our website.

How long will it take for my order to be delivered?

Orders once shipped are typically delivered within 2 working days if it is within City Limits and 5 days if it is part of the outskirts. Deliveries may be delayed due to factors like public holidays, extreme weather conditions, etc.

Can I opt to have my order delivered sooner?

We know you can’t wait to receive the order. Unfortunately, we don’t accept express delivery requests at the moment.

What if the order has a missing item? How can I report the same? Will I get a refund for the missing item in my order?

Please share an unboxing video to report missing items and mail it to care.ae@virgio.com or whatsapp at +918951835445. We’ll get back with a resolution at the earliest. Please note that these issues should be reported within 48 hours from delivery.

What if my order is undelivered?

If for any reason your order cannot be delivered, the total amount will be refunded to your source account. However, in case you’re unavailable to accept the delivery or reject the order for any reason, shipping charges will not be refunded.

Refunds

What's your refund Policy?

For prepaid orders the refund will be processed back into the source account that is used while placing the order.

For Cash on delivery the refund will be processed in the form of Store Credit. Store Credits can be used for placing the new orders on the platform. Store credits have no validity.

What's Store Credit?

Store Credits are a form of virtual currency which can be used while placing the order.

How do I track Store Credits?

Available store credits will be shown under the account section.

What's the validity of Store Credit?

There is no validity on store credits accumulated.

How do I use the Store Credit?

If you have non-zero Store Credits, they can be manually applied right before checkout on your cart.

Returns and Exchanges

What is Virgio's Returns and Exchange Policy?

Our Return/Exchange policy is straightforward:

1. Time Frame for Returns/Exchange: If you're not entirely satisfied with your purchase, you can return/exchange any product within 15 days of receiving your order. And to make things easier, we provide free doorstep pickup. In case of exchange, we pickup the product first and deliver the exchange order once the product quality check is done. 

2. Product Condition: All items being returned must be in their unused condition, packed in original packaging, with all the tags in place. It's vital to ensure the anti-wardrobing sticker remains untouched. If this sticker has been removed, the item will not qualify for a return.

3. Refunds for Prepaid Orders: For orders that were prepaid, the amount will be refunded to the original payment method. This happens after we've received the returned product at our warehouse and confirmed it meets all return quality criteria.

4. Refunds for Cash on Delivery (COD) Orders: The refund would be given in the form of Store Credit, which can be used for next purchases on the platform.

It's essential to understand that:

Shipping and COD charges aren't eligible for refunds.

If returning a product causes you to lose any special offers or incurs an additional shipping fee (especially if the total order value drops below AED 199), those costs will be borne by the customer.

Please ensure you're familiar with these terms when considering a return/exchange.

What is Virgio’s Fair Usage Policy?

We always strive hard to give our consumers the best possible experience, so we'd urge you to use the platform's return policy sensibly.

If we spot any peculiar pattern of behavior, for instance:

• Wearing the items bought and returning them

• Exceptionally high returns

• The returned goods are damaged or altered, or they don't match what we shipped

• Purchasing products to avail of a benefit/offer and returning them.

Access to the site may be restricted or we may levy extra fees, as we see fit.

For further information, we advise you to carefully read our T&Cs

How do I return something to you?

Well! It is easy!

1. Go to the orders page after logging into your account.

2. Select the item to be returned, and click on the return button.

3. Select the apt reason for the return.

4. Hit ""Submit.""

Following that, we will set up a pick-up for the item.

Please contact our customer support team for assistance if you have any questions.

What if pick-up of my product fails?

If the item is not picked up after three attempts, the pick-up request will be listed as 'Pickup Unsuccessful'

You may reach out to our customer support for further assistance by clicking on this link https://wa.me/message/QZN6PWNVMDFZM1

What is anti-wardrobe tape?

Anti-wardrobe tape is a specific type of adhesive label placed on the front side of a product, making it easily noticeable. Its primary purpose is to determine if an item has been used or worn before being returned. If the tape is tampered with or removed, it indicates that the product might have been used, which can influence the return eligibility of the item.

What occurs if the anti-wardrobe tape is removed?

If upon inspection we find that the anti-wardrobe tape has been removed or tampered with, the product will be deemed ineligible for return.

How can I safely remove the anti-wardrobing tape?

If you've decided to keep the item and want to remove the anti-wardrobing tape, you can do so with ease since these tapes are designed to be anti-residual. Gently peel the tape off from one end, ensuring you don't pull it too quickly or forcefully. The tape should come off without leaving any residue behind. If you encounter any resistance, peel it at a slower pace to avoid damaging the product underneath.

What does "anti-wardrobing" mean?

Anti-wardrobing refers to a dishonest practice by some consumers where they purchase items, use or wear them once (often for a special occasion), and then return them for a refund. This tactic essentially allows them to use the product without bearing the cost. The term stems from the idea of temporarily adding to one's wardrobe and then returning the items. Brands and retailers often implement measures, like the aforementioned abuse tape, to counteract this behavior and protect against such returns.

Product

Where can I find your size guide?

You just browse through the Website and the size chart would be tagged with the item

Can you give me more information about your products?

All you need to do is go to our product description page and the required details will be available. If anything is missing or would you like to know more please do reach out to our Customer support team.

How can I find a specific product?

You just need to click on the Search bar with relevant keywords and the required results will  come up.

Issue With A Delivered Item

What If I receive a tampered package or receive a partial item/order?

We use environmentally friendly packaging and despite our best efforts, the ordered items may still get damaged in transit. Our logistics crew has been told not to deliver any such packages, though. However, kindly refuse any tampered-with, taped, or missing packages from the delivery agent.

If you notice the same post accepting the package, we ask you to kindly make an unboxing video as this will be required if any products are missing from the shipment.

If any item is missing, kindly share the video within 48 hours after delivery, with our customer support team. We'll ensure resolving the issue within 24 hours from the time we receive the video.

My item is delivered but I am unable to return as it still shows "Out For Delivery"/"Shipped".

Oops! It appears that the status wasn't updated, or there might be a technical problem. The status update generally happens within 24 hours and if that is not the case then Please reach out to our ACE Team, and we'll fix it right away.

What if I received a Faulty/incorrect item?

One in a million orders may go wrong but if this happens, please capture images/video of the fault in the product and share it with our customer support team within 48 hours from the date of delivery. 

We will perform an internal investigation upon receiving your complaint and resolve it within 24 hours. 

What do I do if an item/s is missing from my order?

In extremely rare instances, if this occurs, talk to our customer support team within 48 hours of delivery, and we'll fix it for you.

Also, in the event that the package you got was broken, taped, or void, you will be expected to share an unboxing video.

My package shows as delivered but I can't find it, what should I do?

If your package's tracking information shows that it has been delivered but you can't locate it, please:

Check to see whether any of your neighbors, friends, family members, homeowners, or security personnel have picked up the product on your behalf.

Wait until the end of the day. Occasionally, packages appear as delivered while they are still in transit

If, against all odds, you are still unable to find your item, please contact our customer support team within 48 hours to schedule a discussion

Note: For any issue reported beyond 48 hours, will be resolved on the best effort basis.

Circularity

What is the concept of "circularity"?

Circularity is a sustainability idea where products are designed and used in a way that minimizes waste. Instead of the traditional "make, use, dispose" approach, circularity focuses on making sure products and materials are reused, recycled, or repurposed. The goal is to have a closed-loop system where everything is given a new life, reducing the harm to our planet. It's all about thinking of a product's full journey, from start to finish, and ensuring it has the least negative impact on the environment.

What exactly is "circular design", and how does it define Virgio as a champion of sustainable fashion?

Circular design represents a transformative shift from the prevalent fashion industry's ""take, make, and dispose of"" mindset. It's a holistic approach that begins at the drawing board, designing products by considering their entire life journey, ensuring that every phase eliminates harmful substances and reduces waste. This progressive concept isn't just a fleeting trend for us; our passion and commitment to it were greatly influenced by Dame Ellen MacArthur, who pioneered the Ellen MacArthur Foundation. This esteemed foundation champions the powerful idea that we have the potential to innovate and craft products in a more planet-friendly and sustainable manner.

Virgio stands as a beacon in this movement. Every individual product we conceptualize is subjected to an exhaustive review process to guarantee it adheres to this sustainable life path. This means that once its primary use comes to an end, every Virgio clothing item is destined for either a recycling process free from contaminants or a natural, eco-friendly decomposition.

But our commitment doesn't stop at the primary fabrics. We delve deep into the intricacies and nuances of product creation. The finer, often overlooked details, be it the buttons that fasten our clothes, the labels that brand them, the threads that stitch them, or the dyes that color them, are all chosen with our circular design principles in mind.

In the vast ocean of the fashion industry, Virgio emerges as an island of true sustainability. We're rooted in the belief that unless a product is crafted with genuine circularity at its core, it can't claim sustainability. This philosophy encompasses more than just ensuring an item has a prolonged lifecycle or advocating for recycling. We visualize ourselves not merely as business proprietors but as guardians of the planet, prioritizing transparency in our practices and offering clear, eco-centric solutions for our discerning clientele.

What are some key principles of circular fashion?

Circular fashion is influenced by several essential principles. Designing for Durability focuses on creating products that can withstand both time and trends. Using Sustainable Materials emphasizes the importance of incorporating eco-friendly and recyclable materials in production. Take-Back or Buy-Back Programs provide avenues for consumers to return used items, which brands can then recycle or repurpose. Easy Repair and Maintenance ensures that products can be effortlessly mended, prolonging their usefulness. Additionally, Support for Pre-Owned Purchases promotes the act of buying second-hand or vintage items, curbing the demand for new production. These principles collectively work towards fostering a more sustainable fashion industry.

Does embracing Circular Fashion mean sacrificing style?

Absolutely not! Circular fashion doesn't mean compromising on style but rather enhancing it through creativity and innovation. Numerous brands, including Virgio, have showcased that it's entirely possible to blend sustainability with fashion-forward designs. At Virgio, our commitment is to merge aesthetic appeal with sustainable practices, ensuring our collection features both trendy and timeless pieces rooted in circular values.

How do Recycling and Upcycling differ in the fashion context?

Recycling in fashion refers to the process where worn-out garments are disintegrated into their basic materials, such as fibers, which are then reutilized to manufacture new items. Upcycling, conversely, is the act of taking old or unwanted clothing and revamping them into items of greater worth or appeal, often incorporating innovative design alterations that elevate their originality.

How does circular fashion reduce waste?

Circular fashion actively combats waste by championing the practices of repairing, revamping, and reusing clothing. This methodology not only prevents clothes from ending up in landfills but also curtails the demand for producing new items. As a result, it leads to notable resource conservation and a diminished environmental footprint.