Frequently Asked Questions

How does 'Made to Measure' work?

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

 

1) Place your order on our website

  • Click the 'Made to Measure' option when you're on the product description page. We recommend opting for 'made to measure' wherever possible.
  • Complete the checkout process using our secure online payment. 

 

2) Once ordered, we'll email you a personalised 'Photo Measurements Guide'

  • The 'Photo Measurements Guide' shows you (with photos) which few measures we need for a great fit and keeps it simple!

 

3) Email us back your completed 'Photo Measurements Guide'

  • Once we've got your measures back and have clarified any questions we have, we'll start making your bespoke Designer outfit :)

 

You only need to do this once - we'll keep your measurements on file so you can have custom made couture with one click!

 

 

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

 

The 'Photo Measurements Guide' shows you with a few simple photos which measurements are needed for your style.

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 but we always guarantee a great fit with made to measure.

 

 

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, we offer an Easy Returns & Exchange Policy on everything. 

 

 

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. 

   

Can I pay for Priority Production? 

Yes. All of our pieces have an estimated production time allowing the outfit to be hand made, hand inspected and delivered in ample time.

Priority production can be requested for £40 extra, which means the item will be put to the front of the queue and shipped before the due date but we still can't predict or be responsible for any customs delays, so please leave as much time as possible! In case of delays, the item or priority production isn't exchangeable or refundable, but we'll always be really clear with you before buying and of course still do whatever we can to fix any quality issues in the unlikely event of having a problem.  

 

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 & India are FREE. We delivery to almost ANYWHERE in the world for a flat rate of £20. 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 at their own cost. 

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 letting you know that your item is on it's way. Wherever possible we'll send you a tracking number and courier details so you can track your order 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.