Shipping policy

This policy explains how and when your Vivy London order will be delivered.

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, or not what you ordered, 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.

Tracking

Your order is sent with tracked delivery via trusted UK carriers, and you'll receive a tracking link by email once it's on its way.

Taxes and import charges

All prices are shown in GBP. Your order may, in some cases, be subject to import duties or taxes applied by customs when it enters the UK. Any such charges are determined by HM Revenue & Customs, are beyond our control, and are the responsibility of the recipient. If you have any questions before ordering, please contact us at support@vivylondon.com

Delays

Occasionally, delivery may be affected by factors outside our control, including customs processing, courier delays, or peak demand. We will do our best to keep you informed. If your order has not arrived within 21 business days of dispatch, please contact us at support@vivylondon.com and we will investigate.

Incorrect or incomplete addresses

Please ensure your delivery address is correct at checkout. We cannot be held responsible for orders delayed or lost due to an incorrect or incomplete address provided by the customer. If a parcel is returned to the supplier due to an incorrect address, we will contact you to arrange redelivery, which may incur an additional charge.

Contact

For delivery enquiries, contact us at support@vivylondon.com or +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.