Easy Returns and Exchange

BEST PRICE GUARANTEE

We know you will not find a better price on our outfits, anywhere. However in case you do:

We promise to match any advertised, in-stock product price.

This applies to all products that are from exactly the same designer and product ID.

 

Simply send us the link to the website price you have seen, or send us a copy of an official quote from another retailer.

 

We will then refund you the difference. Easy as that! :)

 

 

PERFECT FIT & QUALITY GUARANTEE

Each and every beautiful garment and jewellery is hand inspected to make sure you get the highest standards of craftsmanship, quality and authenticity. Your outfit or jewellery should reach you in perfect condition.

 

We also guarantee that your outfits will be made  to the measures you have provided us.  If not, we will happily give you an exchange or refund your purchase.

 

Simply let  let us know of any problems within 48 hours of receipt, and we'll do whatever it takes to make sure you're happy (of course, after meeting our fair conditions below).


Unlike other websites and stores, 'made to measure' items are also included in this guarantee.

NO-FUSS RETURNS & EXCHANGE

Not sure if you want to keep your item? No problem.

  • We refund or exchange all standard sized garments or jewellery (except earrings for hygiene reasons).
  • For 'made to measure' custom made items, we'll help you fix any problems and in the unlikely event that you're still unhappy, we'll offer an exchange or store credit.  
  • Simply post your unworn item(s) with tags attached and in original packaging back to us within 48 hours of receipt following the steps below.

 

 

HOW TO RETURN ITEMS

Step 1 - Email Customer Care

  • Email Customer Care within 48 hours of receiving your purchase at wecare@vivaluxe.com letting us know:
  1. Your order number 
  2. Specifically which item(s) you want to return and why
  3. If the product is faulty, send us details and images of this as we'll help fix this for you first. 
  • When we receive your email, we will send you a Returns Address.

Step 2 - Pack Your Item(s)

  • Pack your unworn and unused items carefully in the original box packaging, with all original product tags still attached.

Step 3 - Post Back Using a Trackable Method

  • Return your package using a trackable courier
  • Email us your post/delivery receipt so we know it's on its way
  • The safe delivery and cost of your item(s) is your responsibility until it reaches our Returns Address.
  • All returns for refunds or exchange must be received at our Returns Address within 21 days of you receiving your item(s).

 

HOW TO EXCHANGE ITEMS

Exchange your item(s) by returning them for a refund, using the easy steps above and then start a new, separate purchase.

 

 

*IMPORTANT POINTS: RETURNS & EXCHANGES

  • We'll always try to put right whatever's bothering you first.
  • Our production timelines allow us to hand inspect every item to ensure it's perfect. When customers ask to shorten this timeline to meet a deadline, the item isn't exchangeable or refundable, but we'll be really clear with you before you buy and of course we'll still do whatever we can to fix a problem in the unlikely event of having a problem.  
  • We strongly recommend that you return and insure your packages with a trackable courier to make sure that you're insured in case something happens to your package in transit. We can't accept liability for items that do not get delivered to our Returns Address
  • All refunds are credited back to the original card used to purchase
  • If you're based outside the EU, you may have paid local customs and taxes by your country and must follow up with your local authority for these refunds
  • Allow up to 10 business days for your bank to credit your account. This varies depending on your card issuer.

 

FAST-TRACK DELIVERY 

All of our pieces have an estimated production time allowing the outfit to be hand made, hand inspected, gift packed and delivered in ample time. We always try and meet customer requests for faster delivery but can't be responsible for any customs delays. So in these cases the item isn't exchangeable or refundable, but we'll always be really clear with you before buying and of course we'll still do whatever we can to fix any quality issues in the unlikely event of having a problem.  


SALE ITEM REFUNDS & EXCHANGE

 We Offer refunds or exchange on all standard sized sale items. Just follow our fair Easy Refund & Exchange Policy. 

 

For 'made-to-measure' sale items, all sales are final and can't be returned or exchanged. 

     

     

    LATE RETURNS

    All items must be returned and received by us within 21 days of you receiving your items. Anything received after 21 days will not be accepted.

     

     

    CANCELLING YOUR ORDER

    If you live in the EU, under The Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order provided we receive written notice up to 14 working days from when you receive your standard sized item.

     

    HOW TO CANCEL YOUR ORDER

    • Email Customer Care at wecare@vivaluxe.com up to 14 working days after the day on which your order was received.
    • When we get your email we'll send you a Returns Address Shipping Label 
    • Post your unworn and unused items carefully in the original box packaging, with all original product tags still attached to the Returns Address using the Returns Address Shipping Label.
    • We like to get you your clothes as fast as possible, so sometimes it may not be possible to stop an order from being sent out if you do decide to cancel. If this happens, then you need to let us know that you want to cancel within 14 days of receiving the package.

     

    IMPORTANT POINTS: CANCELLATIONS

    • All cancelled items must also be returned unused, unmodified with all original labels still attached and in the original packaging. We won't be able to refund or exchange non-faulty items that don't follow our Easy Returns and Exchange Policy
    • We strongly recommend that you insure your return shipment and use a traceable courier company, as you're responsible for ensuring that your package is safely received at our Returns Address.

    • The safe delivery and cost of your item(s) is your responsibility until it reaches our Returns Address.

    • We'll refund the full value of your order (excluding any shipping costs) within 30 days of receiving your notice of contract cancellation.

     

    REFUNDS

    We can refund the person whose name is on the card that was used for the original purchase. All orders within the EU will have their sales taxes refunded, however customers outside the EU will need to contact their local customs office to arrange this. Banks can take up to 10 business days to credit a refund into your account; this can vary between card issuers.

     

     

    We’re always here to help. So if you would like any assistance just contact Customer Care at wecare@vivaluxe.com where one of the team will be happy to help you.