Refund policy

We hope you love your order — but if something isn’t quite right, we make returns as smooth and effortless as possible.
Below you’ll find everything you need to know about how to start a return, whether you’re in the UK or overseas.

✨ How to Start a Return

To initiate a return or exchange, simply email us at info@vivileighlondon.com with:
- Your **order number**
- The **item(s)** you’d like to return
- A brief reason (to help us improve)

We’ll guide you through the next steps and send you any labels you need.

If your parcel included a **return label** (orders over £200), please still email us first before sending it back so we can log your return and make the process smooth on both sides.

Please ensure all items are **unworn, with tags and hygiene seals intact**.

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🇬🇧 UK Returns

- Free returns on all orders over £200 within 14 days of delivery.
- A pre-paid Royal Mail Tracked return label is included inside your parcel for orders over this amount.
- For orders under £200, return shipping is at the customer’s expense.

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🌍 International Returns

Returns are accepted within 21 days of delivery.

- For orders over £200, we provide a free DHL return label.
- For orders under £200, return shipping costs will be deducted from your refund.
- Duties and taxes on DDP shipments (e.g. US orders) are non-refundable.
- All items must be declared as *“Return of goods”* to avoid additional customs charges.

📝 **How it works:**
We generate DHL return labels at the time of shipping and keep them on file. If you need to make a return, simply email us and we’ll send you your label straight away — no forms, no fuss.

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✨ Exchanges

We offer **free exchanges** on all orders. If you’d like a different size or style, just email us and we’ll get it sorted.

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🖤 A Note on Lingerie Returns

All lingerie must be tried on over underwear, and returned in its original condition with tags and hygiene stickers in place. We reserve the right to refuse returns that don’t meet these requirements.

🚚 Problems Upon Delivery

If you receive any Products which are either damaged or missing or the packaging has been opened, you should register all reservations and complaints with the carrier or refuse the package if it appears to have been opened or damaged.

If you have not been able to inform the carrier or you discover the problem later, please contact us at info@vivileighlondon.com

🌍 International Delivery

If you order Products from our Website for delivery abroad, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

If the shipment is refused and the order is returned to us, our admin fee plus any return shipping costs and associated fees incurred will be deducted from your refund.

You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

We accept no responsibility if your order is stopped by international customs.

If an order is returned to us and needs to be re-shipped then you will be responsible for the cost of re-shipping the order.

🇺🇸 US Shipping & Duties

For US orders, we ship **DDP (Delivered Duties Paid)**. This means all import duties and taxes are **paid upfront by us**, so your parcel arrives quickly and without any extra fees on delivery.

Because these duties and taxes are paid directly to US customs, they are **non-refundable** in the event of a return. Your refund will cover the product value only, minus any return shipping fees if applicable.  

This premium shipping method ensures a smooth, fast delivery — no unexpected bills at your door.

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📝 Returns Policy + Procedure

You may cancel an order at any time prior to the Product being dispatched. We will confirm your cancellation in writing to you and refund any monies already paid.

If, following dispatch of your order, you change your mind or decide for any other reason that you do not want to receive or keep a Product you can notify us within the period set out below to cancel your Order and receive a refund. However, this cancellation right does not apply in the case of:

- Products which are not suitable for return due to hygiene reasons if unpackaged (tags/labels removed) by you after delivery; or &
- Products which are made to your specification, (this does not affect your legal rights as a consumer in relation to any faulty, or not as described, Product(s)).

14 Day Returns Policy

If you are returning a Product which does not fall within the exceptions above, or if your Product is faulty or not as described, your deadline for cancelling/returning an order is the end of 14 days after the day on which the order is received.

To cancel/return an order, you just need to let us know. The easiest way to do this is to email us at info@vivileighlondon.com with your order number and the item(s) you'd like to cancel – please note that we must receive the items returned within the applicable Cancellation Period.

Please return the Product (in its original condition) to us together with all original packaging (ie, with swing tags/labelling still attached).
When you return a Product, please let us know your contact details, whether you want a refund or a replacement and the reason for returning the item.

Please ensure your parcel is labelled as being a return, with no commercial value. If any duty payments are due, it will be your responsibility to pay them - either upfront or via deduction from refund amount or exchange value.

Unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us.

We cannot be responsible for parcels that fail to reach us, so please make sure you obtain proof of postage.

🧺 Condition of Returns

The Products will be your responsibility from the point of delivery. It is important that returned items are kept in the best possible condition, so please take reasonable care of them and keep all original packaging.

Please note that we cannot accept returned Products that we reasonably believe have been used or worn unless the reason for the return is because the Product is faulty or not as described.

Where you return a Product we will examine the returned Product to determine whether a refund is available and will notify you as such via e-mail within a reasonable period of time. Where you have failed to take reasonable care of the Products, no refund will be available.

💳 Refunds

If you cancel your order, and a refund is due to you, we will make any refunds due to you up to 14 business days after the day on which we receive the Product back from you.

Refunds will only be made against the original credit/debit card used.

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📝 Statutory Rights

As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by these Terms of Sale. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.