FAQ

How can I contact Vivy London?
We're here to help! Email us anytime at hello@vivylondon.com and our team will respond within 24–48 hours. Business hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT).

Where do you deliver?
We deliver across the United Kingdom, with free delivery on every order.

When will my order be processed?
Most orders are processed and dispatched within 1–3 business days.

How long will delivery take?
Most orders arrive within 7–15 business days after dispatch. As some of our pieces are sent from international supply partners, delivery can take a little longer than a typical high-street retailer—please allow up to 3 weeks during busy periods.

Can I change or cancel my order?
We aim to dispatch orders as quickly as possible. If you need to make changes or cancel, please contact us within 12 hours of placing your order. Requests after this time may not be possible, as your order may already be in progress.

What payment methods do you accept?
We accept a range of secure payment options, including Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, and PayPal.

What if I don't receive my order?
If your order hasn't arrived within 21 business days of dispatch, please contact us and we'll investigate and resolve it promptly. Under the Consumer Rights Act 2015, you're entitled to a replacement or full refund if your order is not delivered within the agreed timeframe.

Will I be charged customs or additional taxes?
All prices on our website are displayed in pounds sterling (GBP). In most cases there are no additional charges on delivery. Occasionally, an order may be subject to import duties or taxes applied by customs, which are determined by HM Revenue & Customs and are the recipient's responsibility.

What is your returns policy?
You have 30 days from the delivery date to request a return. This includes your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013, which we extend to 30 days as a goodwill gesture.

How do I return an item?

1. Email us at hello@vivylondon.com within 30 days of receiving your order.
2. Include your order number and a brief description of your reason for returning.
3. Our team will review your request within 24–48 hours and provide return instructions.

Items must be returned in their original condition and packaging. Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.

What if I received a faulty, incorrect, or damaged item?
We're sorry if something isn't right. Please contact us as soon as possible with your order number and clear photographs of the item. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or full refund for faulty or misdescribed goods, and we'll cover the return costs. We'll resolve your case as quickly as possible.

When will I receive my refund?
Refunds are processed within 3–5 business days of us receiving and approving your return, credited to your original payment method. If you paid by card, please allow an additional 3–7 business days for it to appear on your statement, depending on your bank. If you haven't seen it after that, we recommend contacting your bank or card issuer directly.