Easy Returns and Exchange

BEST PRICE GUARANTEE

We know you won't find a better price on our outfits, anywhere. 

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

Simply send us the link to the website price you have seen, or send us a copy of an official quote from another retailer and as long as it's the identical product with product ID we'll refund you the difference. Easy as that! 

 

 

GREAT FIT & 100% SATISFACTION GUARANTEE

Each and every beautiful garment and jewellery is hand inspected to make sure you get the highest standards of craftsmanship, quality and authenticity. 

 

We guarantee that your outfits will be made to the measures you have provided.  Simply 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.

  • Standard sized garments or jewellery (except earrings for hygiene reasons) can be refunded or exchanged within 21 days of receipt.
  • 'Made to measure' items; we'll help you fix any problems first or offer an exchange or store credit.  
  • 'Customised items' where you've asked us to modify or change details of the original website look are non-refundable and non-exchangeable.
  • Simply post your unworn item(s) with tags attached and in an unmodified, unworn state in original packaging back to us within 48 hours of receipt following the steps below.
  • All returns and exchanges must be received within 21 days of receipt. 
  • All returns are at the customer's expense, delivery costs are non-refundable. 

 

 

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 or exchange and why.
  3. If the product is faulty, send us details and images as we'll help fix this 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. The safe delivery and cost of your item(s) is your responsibility until it reaches our Returns Address.
  • Email us your post/delivery receipt so we know it's on its way
  • 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

  • As our items are made to measure, we can't offer you a refund or exchange just because you've changed your mind but we'll always try to put right whatever's bothering you first.
  • All screens have different colour settings so there can be some variation in colour and tone unless you specify a particular Pantone reference.  
  • Our production timelines allow us to hand inspect every item to ensure it's perfect. If you've asked us 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 still help in the unlikely event of a problem.  
  • 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 PRODUCTION 

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 shipped before the due date but we 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 we'll still do whatever we can to fix any quality issues in the unlikely event of having a problem.  


SALE ITEM REFUNDS & EXCHANGE

All sale and already discounted purchases are final and can't be returned or exchanged. 

     

     

    LATE RETURNS

    All items for return or exchange must be requested within 48 hours and 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.
    • Sometimes it may not be possible to stop an order if it has been started or dispatched. If this happens, then you need to let us know that you want to cancel within 48 hours 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
    • 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 21 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.