Returns & Exchanges

SATISFACTION GUARANTEE

 

We know you want to ensure your outfit fits perfectly and that what you see on the website is exactly what you get.

 

So we promise that your outfit is:

 

    • Made to the measures you provide us (for a great fit)

    • Made only with the finest quality fabrics, by highly skilled artisans

    • Exactly as seen in the website photo

 

 All of this, or your money back.

     

    An amazing 99% of our customers have told us the fit was perfect first time. 

    Still not sure?  In the rare case you still need a final adjustment from your local tailor, we'll happily re-imburse you up to £25 (around USD$35) with a receipt.

     

     *Of course we'll add extra margin on some dimensions where it makes sense to ensure you have a great fit.



    RETURNS POLICY

    • In the unlikely event of any issues with your purchase, please let us know within 7 days of receipt and we'll throw everything we have at ensuring your issues are resolved.
    • Since these cases occur very rarely, we'll offer to re-imburse you £25 (USD$35) for those little adjustments you want from your local tailor.
    • All authorised returns must be in unworn, unmodified and unused condition with all tags still attached.
    • Return shipping is at the customer's expense, unless we've authorised to re-imburse you before hand (just ask).
    • All returns should be shipped within 7 days of Customer Service authorising a return.

        

      CANCELLATIONS

      • Cancellations can not be made once an outfit has begun production.
      • If your outfit has not begun production:
        • You have 14 days from the purchase date to cancel your order 
        • All cancellations requests after 14 days will be issued as store credit.

       

       

      FAST TRACK SERVICE


      • The 'Fast Track' Service means that we'll put your order to the front of the production queue and we'll guarantee the day it will ship to you from the designer.
      • We'll always make our very best effort to get to you on time - but please be aware that on rare occasions, there may be transit delays by the courier and/or customs of which we obviously have no control or responsibility.

       

      OTHER THINGS TO KNOW

      • Any 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 30 days for your bank to credit your account. 

       

       

      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.