Frequently Asked Questions

Shipping

Do you ship internationally?

Yes, we ship worldwide from the United States. Shipping costs and estimated delivery times are shown at checkout and vary by destination.

Do I need to pay duties and taxes for international orders?

International orders may be subject to import duties, taxes and carrier handling fees charged by your local customs authority. These fees are not included at checkout and are the responsibility of the customer.

What are the duties for orders shipped to the UAE?

For orders shipped from the United States to the UAE, the UAE typically applies:

• 5% customs duty on apparel
• 5% VAT on the total landed cost (product value + shipping + duty)

These charges are collected by the courier before delivery. Any additional clearance or handling fees set by the carrier may also apply.

How long will my order take to arrive?

Delivery times vary by country and shipping method. You’ll see estimated delivery times at checkout, and you will receive tracking details once your order has shipped.

My tracking hasn’t updated – what should I do?

Tracking can take 24–48 hours to update. If it hasn’t changed after that or appears stuck, please email us at support@viren.com and we will look into it for you.

Returns & Exchanges

What is your returns policy?

You can return your order within 30 days of delivery, provided items are unused, unwashed and in their original condition with tags attached. Items marked as Final Sale are non-returnable.

How do I start a return or exchange?

To start a return or exchange, email us at support@viren.com with your order number and details of the item(s) you would like to return or exchange. Our team will guide you through the next steps.

Do you offer free returns?

We offer free exchanges on full-price items. Return shipping costs for refunds are the responsibility of the customer.

How long does a refund take?

Once your return is received and inspected, we will process your refund to the original payment method. Please allow 3–10 business days for your bank or card provider to complete the transaction.

Can I return sale items?

Items marked as Final Sale cannot be returned or exchanged. All other discounted items can be returned if they meet our standard return criteria.

Orders

Can I change or cancel my order?

If your order has not yet shipped, we will do our best to make changes or cancel it. Please contact us as soon as possible at support@viren.com.

I received the wrong item or something is faulty – what should I do?

We are sorry for the inconvenience. Please email us within 7 days of delivery at support@viren.com with your order number and photos of the issue. We will work quickly to resolve it for you.

My package is marked as delivered but I can’t find it.

Please first check with neighbours or your building management, and look in any safe places where the courier may have left the parcel. If you still cannot locate it, contact us within 7 days at support@viren.com and we will help investigate.