Frequently Asked Questions

How does 'Made to Measure' work?

'Made to Measure' outfits are made bespoke to your dimensions for a perfect fit, everytime. To order 'Made to Measure' outfits, simply follow these 3 easy steps:

 

1) Place your order on our website

  • Simply click the 'Made to Measure' button on the product description page (most items are made to measure so it will default to this anyway)
  • Complete the checkout process

 

2) After checkout, we'll email you a personalised 'Measurements Guide'

  • The 'Measurements Guide' asks for a few simple measurements and explains (with photos) how simple it is!

 

 3) Email us back the 'Measurements Guide'

  •  Once we have the guide back, you are good to go.

 

You only need to do this once - after this point we will use your measurements on file so you can have custom made couture with one click!

 

 

How do I take these 'Made to Measure' measurements?

 

The 'measurements guide' has a very clear and simple diagram of which measurements are needed.

For accuracy, it's best to get a friend to take the measurements for you so that you can concentrate on looking straight ahead!

We recommend taking measurements twice to ensure they're correct as your garment will be made to these. Of course, you can always simply select a 'standard' size as well.

 

 

Do you have a physical store that I can visit?

No. Being an online only store lets us offer you the best designer wear from around the world, in quality fabrics and at competitive prices and lets us continually renew our range more than a physical store.  So that you can still shop with confidence, as well as free global shipping, we offer an Easy Returns & Exchange Policy on everything, just in case you change your mind once you receive your item. 

 

 

What payment method can I use?

All payments are processed securely through an industry known, gateway payments provider. We accept Visa (credit, debit and electron), Mastercard and American Express.

 

 

How safe Is my personal information?

Very. We take personal security very seriously and abide by strict UK data protection regulations. All personal information is kept private and confidential; we will never share your information with a third party. See our Privacy Policy for further information.

 

  

How long does delivery take? 

Delivery timelines depend on where you live. See our Shipping & Delivery page for estimated delivery timelines. We can often shorten this timeline if requested in advance but can't offer a refund or exchange if the item gets stuck in customs, as this is out of our control. 

   

 

Is my package insured and do I need to sign for my order?

Yes. Your purchases are safely insured for accidental damage and theft for the whole time they're in transit to the shipping address that you've provided and you'll be asked to sign that you've safely received it. 

 

 

The following countries are not covered by insurance: 

Afghanistan, Angola, Bolivia, Burma (Myanmar), Congo, Cuba, Iraq, Iran, Ivory Coast (Cote D’Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria Venezuela.

 

For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan), insurance coverage ceases once the aircraft has landed at the destination airport or once discharged from the overseas vessel at the destination discharge port. 

 

 

How much do I pay for delivery? 

All deliveries to the UK are FREE. We delivery to almost ANYWHERE in the world for a flat rate of £25. Some countries require that you pay local tax and duties based on the price of your purchase. In these cases, the courier will invoice you directly to pay these taxes before completing the delivery to you. To find out how much these charges may be we encourage you to contact your local customs office.

 

 

If I ask for a refund, will the full value of my purchase be refunded?

We offer full refunds on standard sizing items and store credit on made to measure items*.

Customers in the EU get the full value of the purchased item refunded.

Customers outside the EU also get the full value of the purchase refunded but Delivery charged paid, Taxes and Duties are non-refundable. Some of these costs may be recovered by you by contacting your local customs office.

All customers are responsible for safely posting their items back to VIVA-LUXE. 

All refunds will be returned to the original payment method used to make the purchase.

 

*See our Easy Returns and Exchange page for more information.

 

 

 

How can I track my order?

After placing your order, you'll get an email from us with your tracking number and courier details. Your order can be tracked directly from your courier's website.

Please note: some couriers can take up to 48 hours to update delivery information into their system. So you may have to wait for a short period to get your tracking information. Keep checking back in with your courier regularly.

BLACK FRIDAY SALE CONDITIONS

 

  • The BLACK FRIDAY voucher code is only valid 25th November, 2016 between 0000-2359 GMT
  • The sale applies to selected full price product lines only. Anita Dongre, Zohra Alam and Seema Khan outfits unfortunately are not part of the sale.
  • Only one voucher per customer
  • Only one voucher code can be used at any time, and can't be used in conjunction with any other offer (sorry).
  • The BLACK FRIDAY voucher code is valid whilst stock lasts
  • If you've made a purchase that has been sold out, you'll be refunded in full for the purchase amount.
  • This discount can not be applied to items already on sale before the 25th November, 2016.
  • We reserve the right to change the duration and conditions of the sale, without notice.