Frequently asked questions

Does your company test on animals?

No, we do not test on our furry friends. In fact, you’ll be happy to hear that we completely stopped testing our products on animals in 1989 – about 14 years before it became illegal to do so. Today, we take it one step further and ensure that none of our ingredients are tested on animals, and do not tolerate any exception to this rule. Instead, Viktor&Rolf ensures product safety through our parent company L’Oréal’s research and development of state-of-the-art alternative methods to animal testing, including the use of reconstructed skin models.

With that said, certain health authorities may decide to conduct animal tests themselves for certain cosmetic products, as it is still the case in China. On this front, we’re proud to share that L’Oréal has been the most active company working alongside the Chinese authorities and scientists for more than 10 years, to have alternative testing methods recognized and permit the cosmetic regulation to evolve towards a total and definite elimination of animal testing. Thanks to this, certain products manufactured and sold in China such as shampoo, body wash or make-up are no longer tested on animals since 2014.

Want to learn more about our policy? Please click here.

Where are Viktor&Rolf products sold?

Viktor&Rolf products are only sold through our site and through exclusive retail partners. To locate the nearest store, please use our Store Locator – you can find a store by using a zip code, or by using your current location.

How is product safety testing conducted?

Consumer safety has been, and always will be, a top priority for Viktor&Rolf and L’Oréal. Therefore, our product safety testing requires collaboration of experts across several sciences, including toxicology, microbiology, environmental chemistry, manufacturing and engineering. Before we bring our products to you, we ensure that our formulations and packaging exceed the high Company standards for ingredient preservation and stability, product efficacy, and package compatibility.

Viktor&Rolf employs extensive Research and Development teams at its state-of-the-art laboratories. All of our products are tested for irritants and allergens using biological assays and human volunteers. We do not test our products on animals, nor do we ask others to conduct animal testing on our behalf. For more information on L’Oréal’s product safety testing procedures, please click here.

What is the procedure for returns?

Items purchased from us.viktor-rolf.com may ONLY be returned to us.viktor-rolf.com. Purchases made at authorized retailers must be returned to the original place of purchase.

To view our complete return policy, please click here.

When will I receive my order?

If you’ve already placed your order and you have an account with us, you can simply sign into your account and grab your order number to track your order. If you have placed an order as a guest, please check your email for updates regarding the order.

Standard Shipping
Orders shipped via Standard Shipping are delivered within 3-5 business days from the order's shipment confirmation. Most Standard orders are processed and shipped within 1-2 business days, depending on product availability. Orders destined for P.O. Boxes will be delivered within 6-14 business days of the order's ship date. Please note: orders are shipped and delivered on Monday through Saturday, except major holidays.

3rd Day Shipping
Orders shipped via 3rd Day Shipping are delivered within 3-4 business days from the order's ship date. 3rd Day orders placed by 1:00 PM ET will be processed and shipped the same day, depending on product availability. Orders placed after 1:00 PM ET will be processed and shipped the next business day, depending on product availability. Please note: orders are shipped and delivered on business days only (Monday through Friday, except major holidays); orders destined for P.O. Boxes are not eligible for 3rd Day Shipping.

2nd Day Shipping
Orders shipped via 2nd Day Shipping are delivered within 2-3 business days from the order's ship date. 2nd Day orders placed by 1:00 PM ET will be processed and shipped the same day, depending on product availability. Orders placed after 1:00 PM ET will be processed and shipped the next business day, depending on product availability. Please note: orders are shipped and delivered on business days only (Monday through Friday, except major holidays); orders destined for P.O. Boxes are not eligible for 2nd Day Shipping.

Overnight Shipping
Orders shipped via Overnight Shipping are delivered within 1 business day from the order's ship date. Overnight orders placed by 1:00 PM ET will be processed and shipped the same day, depending on product availability. Orders placed after 1:00 PM ET will be processed and shipped the next business day, depending on product availability. Please note: orders are shipped and delivered on business days only (Monday through Friday, except major holidays); orders destined for P.O. Boxes are not eligible for Overnight Shipping.

Do you provide samples?

We’re so glad you want to give us a try! We’re currently offering 2 samples with each order over $75+, and we invite you to take advantage of this offer. Also, please sign up for our newsletter as our Secret Service members will have access to exclusive membership benefits including primary access to updates & exclusive offers.

If you want to try the product in person before you buy, please feel free to find a store near you using our Store Locator

If you do decide to purchase and you are not 100% satisfied for any reason, you will have 45 days to return the unused portion of your product. Click here to see our complete return policy.

Do you accept international orders?

On our U.S. site, we do not ship to other countries, but we do accept international credit cards issued in CHINA, BRAZIL, CANADA, GERMANY, UK or US – as long as the SHIP-TO ADDRESS is in the UNITED STATES.

Can I use a foreign credit card?

Absolutely. We accept credit cards issued in China, Brazil, Canada, Germany, U.K. or U.S. – as long as the Ship-To Address is in the United States.

Why has my favorite product been discontinued?

We apologize for discontinuing your favorite Viktor&Rolf product. Please keep in mind that when a product is discontinued, it is not done impulsively, but by taking into account many factors. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. Please send us an email on our Contact Us page with the name of your favorite product that has been discontinued and we will forward the information to all appropriate executives.

Can I continue to receive news at a new email address?

If you are a registered member of us.viktor-rolf.com, you can easily change any of your personal information on us.viktor-rolf.com by signing in, clicking on My Account and following the onscreen instructions.

Can I receive a complete product catalog?

We're sorry, Viktor&Rolf does not currently produce a product catalog. However, if you would like to view the complete selection of Viktor&Rolf products or shop online you may do so right here.

Can I return an online purchase to a store?

Returns or exchanges for purchases made online may not be accepted for return or exchange at a Viktor&Rolf. At us.viktor-rolf.com, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your us.viktor-rolf.com purchase, we will be happy issue a refund upon its return.

To view our online return policy, please click here.

Can I return in-store purchases to us.viktor-rolf.com

We're sorry, but returns or exchanges for purchases made in a Viktor&Rolf retail store or partnered retail location may not be returned to us.viktor-rolf.com. If the item you wish to return was not purchased through our website, we recommend returning to the place of purchase for resolution.

Is it safe to use my credit card?

At us.viktor-rolf.com, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software.

Can I receive samples for a large group?

We're sorry, samples are not available for general distribution upon request. Periodically, sample offers are made to our registered members. We invite you to register with us.viktor-rolf.com today to begin enjoying all of the benefits of being a registered member.

If you desire to "try before you buy," please know that it is our policy to accept returns or exchanges. If for any reason you are not satisfied with a product purchased at us.viktor-rolf.com, simply return the unused portion to us for exchange or refund.

What is the Secret Service?

The Viktor&Rolf Secret Service is a community of Viktor&Rolf addicts comprising of four tiers (Secret Member, Lovers, Addicts, and Few) – each with benefits and rewards based on the number of Secret codes entered into your account. Click here to find out more.

How do I join the Secret Service?

Create an account here and become a Secret Service member.

Where can I find my code?

There is a unique code inside the lid of each of your Viktor&Rolf product boxes. Once you log into your account, you can enter the code on the “My Codes” section. You will then be able to review your previously entered codes as well as track your Secret Service Status while logged in. Enter here.

How do I join each tier?

By entering the Secret codes found in each product you purchase, you will qualify for the corresponding tier. Click here to find out more!

How do I receive my complimentary samples?

When you place an order of $75+, you will be able to select your choice of 2 samples at checkout.

How will I receive my birthday gift?

For Secret Addicts and Secret Few members, you will receive a birthday email during your birthday month with a code to enter at check-out with a purchase of $75+ . You will receive your birthday gift with that purchase. Be sure you have entered your birthday during your registration process.

How will I receive early access to launches and sales online?

For Secret Lovers, Addicts and Few members, you will receive an email that will grant you early exclusive online access to private sales periods and product launches.

How can I track my Secret Service Status?

On your account page, you will find a progress bar showing your current status. You will also receive a monthly email reminding you of your status. You can log into your account here.

How will I know if I’m invited to a VIP event?

As a top-tier Secret Few member, you will receive either an email or paper invites to special Viktor&Rolf events. This may be special events at your local retailer regarding Viktor&Rolf products, events to meet the designers Viktor&Rolf, or pop-up shops celebrating new product launches.