Returns & Refunds Policy

At Vivy London, we want you to be delighted with your purchase. If something isn't right, this policy explains your rights and how to return an item. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your right to return (change of mind)

You have 30 days from the day you receive your order to request a return for any reason. This includes your statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013, which we extend to 30 days as a goodwill gesture.

To start a return, notify us at support@vivylondon.com within 30 days of receiving your order. Once you have informed us, you have a further 30 days to return the goods to us.

To be eligible for a change-of-mind return, items must be unworn, unwashed, undamaged, with all original tags attached and in their original packaging.

Order Cancellations

Changed your mind? You can cancel your order free of charge within 30 minutes of placing it — just email us at support@vivylondon.com with your order number. After 30 minutes, your order enters processing and cancellation can no longer be guaranteed. If it's too late to cancel, we're happy to help with a size, color, or product swap instead — reach out and we'll sort it.

Returns

We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original packaging.

If you're returning an item because it's damaged, defective, we'll make it right at no cost to you — contact us with your order number and a photo, and we'll arrange a replacement or full refund.

For all other returns (wrong size, changed your mind), the customer is responsible for return shipping costs and any applicable customs or duties, and a 15% restocking fee will be deducted from the refund. Before you send anything back, contact us first — in many cases we can offer a swap, store credit, or partial refund that saves you the cost and hassle of return shipping.

Refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the return.

Processing & Shipping Times

All orders are processed within 1–3 business days. Once processed, delivery takes 8–12 business days. You'll receive a tracking number by email as soon as your order ships. Shipping is free on all US orders.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, you are entitled under the Consumer Rights Act 2015 to a full refund, repair, or replacement. In these cases, we cover all return costs.

Please email support@vivylondon.com within 30 days of receipt, quoting your order number and including a photograph of the issue. We will resolve the matter promptly and, in many cases, will not require you to return the item.

Items that cannot be returned

For hygiene reasons, the following cannot be returned unless faulty: pierced jewellery and earrings, and any intimate items (such as underwear or swimwear) where a hygiene seal has been removed. This does not affect your rights in respect of faulty goods.

How to start a return

Email support@vivylondon.com with your order number and the reason for your return. We will reply with the return address and full instructions. Please do not send any item back before contacting us, as returns are directed to a designated fulfilment facility and items returned without prior authorisation may not be processed.

Refunds

Approved refunds are issued to your original payment method within the timeframes set out above. Please allow additional time for your bank or card provider to process the funds into your account.

Contact

For any questions about returns or refunds, contact us at support@vivylondon.com or call +44 7737 144087.

Business hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT). We aim to respond to all enquiries within 24–48 hours.