RETURNS

RETURNS PROCESS

Please note that the Vivienne Collection does not offer refunds. However, we are happy to offer exchanges for items of equal value or a return for store credit, provided the item meets our return conditions.

You are eligible to initiate a return of full-priced merchandise within 7 days of receiving your order. 

To lodge a return please allow 24-48 hours for your return to be approved. Return costs are at your expense, we do not offer free returns. If the package does not reach us safely, we will not be able to process your return. We recommend using a tracking service to ensure it reaches us safely.

Please note all store credits have no expiry date. All sale purchases are final and not eligible for return.

To ensure your return is accepted, please refer to our return condition below. The items being returned must be in original condition, unworn, unaltered, unwashed and with their tags attached. Take caution when trying on garments, as we will not accept them if they have makeup marks, stains and/or smell of perfume or body odor.  

Please note Vivienne Collection is not liable for any return costs or providing customers with return labels. 

We kindly ask our customers to note that we do not offer refunds for items that are not damaged. This includes instances related to shipment or processing delays, incorrect sizing, or a change of mind. However, we would be happy to offer store credit where applicable.

Returns will not be accepted under the following circumstances:

  • Change of mind

  • Refusal to pay customs charges (for international customers)

Customers are responsible for the cost of returning any item. If your return request is approved, we will provide detailed instructions on how and where to send your item. Please note that items sent back to us without prior return authorisation will not be accepted.

International Orders – Customs, Taxes & Duties

International customers are responsible for any customs duties and taxes required by their country. Each country has its own regulations and fees, and these are not included in your purchase price. Once your parcel arrives in your destination country, please keep an eye out for communication from your local customs office regarding any outstanding charges.

Please note that customs agencies may only hold parcels for a limited period. If the applicable duties and taxes are not paid within this time, your parcel may be returned to us.

 

FAULTY ITEMS

If you have received a faulty item, please email us within 7 days of receiving at contact@viviennecollection.com with supporting imagery and we will get back to you within 48 hours. Please note that faulty items do not include those that have already been worn. 

CANCELLATION POLICY

Unfortunately, once your order is placed, cancellations or changes cannot be made.

  • The garment(s) must be unworn, undamaged and not laundered.
  • The garment(s) must be returned in original condition with all tags intact and hygiene stickers in place.