Transaction Policy

Last updated: 24 June 2026

This Transaction Policy sets out the terms on which Vivy London ("we", "us", "our") sells and supplies products to you, the customer ("you", "your"). Vivy London is a trading name of Vesper TC LLC, a limited liability company registered in the United States, registered office 2106 House Avenue, Suite 827, Cheyenne, Wyoming 82001, United States. By placing an order through vivylondon.com (the "Website"), you agree to the terms set out below.

This policy should be read together with our Privacy Policy, Shipping Policy, Returns & Refunds Policy and Terms of Service. Where there is any conflict, the document most specific to the matter in question shall prevail.

Your statutory rights: Nothing in this policy affects your statutory rights as a consumer under the laws of the United Kingdom, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the UK General Data Protection Regulation (UK GDPR). Where any term of this policy conflicts with your non-excludable statutory rights, your statutory rights take precedence.

1. Order Processing and Confirmation

When you place an order through the Website, you are making an offer to purchase the products in your basket on the terms of this policy.

Once you have placed an order, you will receive an order acknowledgement by email confirming that we have received your order. This acknowledgement does not constitute acceptance of your order. A binding contract between you and us is formed only when we send you a dispatch confirmation email confirming that your products have been dispatched.

We reserve the right to decline or cancel any order before dispatch, including (without limitation) where:

  • the product is unavailable or out of stock with our supplier;
  • there has been a genuine pricing or product description error (see Section 4);
  • we are unable to verify your payment or identity (see Section 6); or
  • we reasonably suspect fraudulent or unauthorised activity.

If we decline or cancel your order after payment has been taken, we will refund the full amount paid to your original payment method without undue delay.

2. Payment Terms

We accept the following payment methods: Visa, Mastercard, American Express, Discover and Diners Club (processed via Shopify Payments), as well as Apple Pay, Google Pay, Shop Pay and PayPal.

All prices on the Website are displayed and charged in pounds sterling (GBP, £).

When you place an order, your chosen payment method will be authorised at the point of checkout. Depending on your payment provider, the full amount may be charged at the point of authorisation. We do not store your full card details; all payments are processed securely by our third-party payment providers, who are responsible for the handling of your payment data in accordance with applicable security standards.

If your payment is declined or subsequently reversed, we reserve the right to cancel your order and withhold dispatch of the products.

3. Pricing, Taxes and Import Charges

All prices are shown in GBP and are correct at the time of display. We make every effort to ensure pricing accuracy; however, errors may occasionally occur. Where we discover a genuine pricing error before dispatch, we will notify you and give you the option to confirm your order at the correct price or to cancel it for a full refund. We are not obliged to supply products at an incorrect price.

Because some of our products are dispatched from international supply partners, your order may, in some cases, be subject to import duties or taxes applied by customs when it enters the United Kingdom. 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 about potential import charges before ordering, please contact us using the details in Section 8.

4. Shipping and Delivery

We work with trusted specialist suppliers and fulfilment partners who dispatch your order directly to you. Because some of our pieces are dispatched from international supply partners, processing and delivery times are longer than for a typical domestic retailer.

Estimated timeframes:

  • Order processing: 1–3 business days from confirmation of payment.
  • United Kingdom standard delivery: 7–15 business days from dispatch (please allow up to 3 weeks during busy periods). Free on all orders.

These timeframes are estimates only and are not guaranteed. Estimated delivery times begin from the date of dispatch. Where an order contains multiple items, these may arrive separately and at different times. Delivery may be affected by supplier processing, customs clearance, courier delays, peak periods and other factors outside our reasonable control.

Risk in the products passes to you when the products come into your physical possession (or that of a person identified by you to take possession). In accordance with the Consumer Rights Act 2015, where you have asked us to deliver the goods, we are responsible for them until they are delivered to you.

If your order has not arrived within 21 business days of dispatch, please contact us using the details in Section 8 and we will investigate. Where goods are not delivered within a reasonable timeframe, you may have the right to a refund in accordance with your statutory rights.

We are not liable for delays or non-delivery caused by you providing an incorrect or incomplete delivery address. 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.

5. Returns, Refunds and Cancellations

Your rights in this section reflect, and do not limit, your statutory rights as a UK consumer. Full details are set out in our Returns & Refunds Policy.

5.1 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 (Information, Cancellation and Additional Charges) Regulations 2013, which we extend to 30 days as a goodwill gesture.

To start a return, notify us at hello@vivylondon.com within 30 days of receiving your order. Once you have informed us, you have a further 14 days to return the goods to us. 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.

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. For change-of-mind returns, you are responsible for the cost of return postage. We recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in transit back to us.

5.2 Refunds following a return

We will refund the full price of the returned item(s), together with the standard outbound delivery charge you originally paid. Where you selected a non-standard (e.g. express) delivery option, we will refund the cost of our standard delivery option only. Refunds are typically processed within 3–5 business days of us receiving and approving your return, and in all cases within 14 days of receiving the goods back or of receiving proof that you have returned them. Refunds are issued to your original payment method.

5.3 Faulty, damaged or incorrect items

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

5.4 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.

6. Fraud Prevention and Order Verification

To protect our customers and our business, we operate fraud-prevention and verification measures. We may, at our discretion and acting reasonably:

  • place an order on hold pending verification;
  • request additional information to confirm your identity or the validity of your payment;
  • decline or cancel an order where we reasonably suspect fraudulent, unauthorised or unlawful activity, or where billing and delivery information cannot be verified.

Where we cancel an order for these reasons and payment has been taken, we will refund you in full. Any personal data processed for fraud prevention is handled in accordance with our Privacy Policy and the UK GDPR.

7. Dispute Resolution and Complaints

We aim to resolve any concerns quickly and fairly.

Step 1 — Contact us: Please raise any complaint with us first, using the details in Section 8. We will acknowledge your complaint and aim to respond substantively within 5 business days.

Step 2 — Escalation: If you are not satisfied with our initial response, you may ask for your complaint to be escalated for further review.

Alternative Dispute Resolution: If we are unable to resolve your complaint, you may be entitled to refer the matter to an alternative dispute resolution (ADR) provider where applicable.

Governing law: These terms are governed by the laws of England and Wales. As a consumer resident in the United Kingdom, you retain the benefit of any mandatory protections of UK consumer law that cannot be excluded by agreement, and you may bring proceedings in the UK courts. Nothing in this policy removes those protections.

8. Contact Information

For all order, return and complaint enquiries, please contact:

  • Email: hello@vivylondon.com
  • Telephone: +44 7737 144087
  • Trading name: Vivy London
  • Operated by: Vesper TC LLC
  • Registered address: 2106 House Avenue, Suite 827, Cheyenne, Wyoming 82001, United States
  • Business hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)

We aim to respond to all enquiries within 24–48 hours. Messages received outside business hours or at weekends will be answered on the next business day.

9. Limitation of Liability

To the fullest extent permitted by law, and except as set out below, our total liability to you arising out of or in connection with any order shall not exceed the total amount paid by you for the products in that order.

Because we operate a dropshipping model and do not hold inventory directly, we are not liable for:

  • delays, errors or acts of third-party suppliers or carriers beyond our reasonable control;
  • losses that were not reasonably foreseeable to both you and us at the time the contract was formed;
  • losses arising from your failure to provide accurate order or delivery information.

Nothing in this policy excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights under the Consumer Rights Act 2015; or any other liability that cannot be excluded or limited under applicable law.

10. Changes to This Policy

We may update this Transaction Policy from time to time to reflect changes in our practices or legal requirements. The version in effect at the time you place your order is the version that applies to that order. The "Last updated" date at the top of this policy indicates when it was most recently revised.