Refund policy

Last Updated: January 6, 2026

Welcome to Vivienne London, thank you for shopping with us. To ensure that your interaction with us is as smooth as possible, we are making every effort to make it as transparent as it can be. Please review the information below regarding returns, refunds, and exchanges.

Scope & Contact Information

For any questions related to returns or refunds, please contact us via:

Adress: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom
Email: info@viviennelondon.com
Contact Form: Available here
Phone: +44 1284 645871

Policy Overview

  • Return Period: Customers have 30 days from the date of delivery to request a return.
  • Refund Processing Time: Refunds will be processed within 10 working days of receiving the returned goods.
  • Return Shipping Costs: Items shipped will be at the customer's expense unless the item is defective or not as ordered. If a defective or incorrect item is shipped to you, we will refund the original shipping charge upon receipt of the returned item and proof of purchase.
  • Restocking fee: We do not charge any restocking fees.

Order Cancellations

Our customer support team are available to handle cancellations made within two hours of purchase. Once your goods have left our warehouse, unfortunately the order cannot be cancelled. If you wish to return an item after it has been shipped, please refer to the following returns procedure.

Return Conditions

Returns are accepted under the following conditions:

  • Return Window: The return window is 30 days from the date the order is delivered, during which a return request must be initiated.
  • Condition: Provided that the items are brand new, unused, unworn, complete with all original tags, still in their original packaging, please ensure that the items are also unopened.
  • Proof of Purchase: To make a Return or Exchange, a proof of purchase is necessary. This can be in the form of the order confirmation email or the sales receipt.
  • Non-Returnable Items: Items which are not eligible for return include those which are custom or bespoke and personal care products like underwear. Unless these products are unopened and unused, they cannot be returned.

Return Instructions

To initiate a return:

  1. Contact Us: If you wish to return an item, please email us at  info@viviennelondon.com and provide us your order number, the reason for return and, if relevant, any photographs of the item.
  2. Return Approval: Once we receive your request, we will process it and notify you of our decision. Once approved, we will refund you. 
  3. Packaging: Carefully pack the item, including all tags and original packaging, to prevent damage during shipping.
  4. Shipping: It is advisable to use a tracked shipping service to send items. The cost of return shipping is borne by the customer unless the goods delivered are either faulty or misdescribed.

Refund Policy

  • Inspection: Items are checked within 7 working days of their return.
  • Approval Notification: Once your claim for a refund has been accepted you will be notified by email.
  • Processing Time: Refunds are issued to the payment method originally used within 10 working days after approval of a refund. 
  • Confirmation: Upon completion of the refund, a notification email will be automatically sent to the customer.

Please note this may take some extra time for banks or card providers to process. 

Exchange Policy

All items can be exchanged depending on certain factors.

  • Customers must contact us within 30 days of delivery to initiate a return request.
  • We will pay for return shipping on eligible exchanges.
  • If you have ordered the wrong size of any item, please return it and reorder in the correct size.

Exceptions & Special Cases

  • Defective or Damaged Items: Items that are either damaged or faulty should be contacted about within 48 hours of receiving your delivery. In the unlikely event of a defect we will be happy to provide a full refund or exchange.
  • Incorrect Items: Upon inspection, if we found the item you received is incorrect, we will send the correct item to you as soon as possible.
  • Lost Packages: If you have not received your order within the estimated time-scale for delivery, then please get in touch with us. We will work with the delivery company to figure out why the package hasn't arrived.

Processing Timeline

  • Return Initiation: Return requests must be initiated within 30 days from the date of delivery.
  • Inspection Period: Up to 7 business days after receipt
  • Refund Issuance: Within 10 business days following inspection approval

Please note: The 30-day period refers to initiating a return request and not to the date the returned item is received by us.

Processing Timeline

Please send approved returns to:

Vivienne London
Unit A
82 James Carter Road
Mildenhall
IP28 7DE
United Kingdom

Contact Us

If you need further assistance regarding returns or refunds, please reach out:

Website Name: Vivienne London
Adress: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom
Email: info@viviennelondon.com
Contact Form: Available here
Phone: +44 1284 645871
Customer Service Hours: Monday to Friday — 9:00 AM to 5:00 PM (UK time)
Response Time: Within 24-48 hours