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 hello@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.

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

We will refund the full price of the returned item(s), together with the standard outbound delivery charge you originally paid. 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. Where you selected a non-standard (e.g. express) delivery option, we will refund the cost of our standard delivery option only.

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 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.

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 hello@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 hello@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.