Shipping and Returns

At VIVIERS, we value our customers' satisfaction. Please review the following terms and conditions for returns and exchanges:

1) General
Customers wishing to return or exchange an item must notify VIVIERS Studio within 5 days of receiving their order. Please contact us via email at info@viviers.studio.
Items returned without prior notification will not be accepted.When requesting a return, kindly specify the reason for return, choosing from the following options:

  • Incorrect Sizing

  • Unfavorable Garment

  • Quality or Production Flaw


2) Shipping
INCOTERMS: Ex Worx

Customers are responsible for the shipping and logistics of returned or exchanged items at their own risk.

DHL is the suggested and designated courier for returns and exchanges.

All shipping costs, including insurance, duties, and taxes, are the customer's responsibility, unless VIVIERS determines, reasonably, that the item has a quality or production flaw.

Please note that Shipping and duties are not covered by VIVIERS.

INCOTERMS, Ex Worx, specifically International Commercial Terms, apply.

These terms define the responsibilities and obligations of buyers and sellers in international transactions, specifying delivery points, transportation costs, and insurance.

3) Receipt of Return or Exchange Item
Returned or exchanged items must be in perfect condition, unworn, and with tags still attached. VIVIERS will conduct a thorough inspection upon receipt and notify customers of the items' condition. Upon confirmation, customers will be asked to provide banking details for the refund process, which will be initiated within 10 working days, after the item was received.

Refund time frames may vary depending on payment methods and processing times between payment providers.

4) Excluded Items
No refunds or exchanges are permitted for Made-to-Order/Custom orders, sale items, or gift cards.

5) Damage and Similar Issues
Customers are requested to inspect their orders upon receipt. In case of defects, damage, or receipt of the wrong item, please contact VIVIERS immediately. Provide a detailed description and send a photograph of the item to info@viviers.studio.

6) Exchanges
For a seamless exchange process, return the item, and upon acceptance, make a separate purchase for the desired item.

7) Return Policy Duration
VIVIERS enforces a 5-day return policy. Requests for return must be made within 10 days of receiving the item. To be eligible, the item must be in the same condition as received, unworn, with original VIVIERS tags, and in its original packaging. A receipt or proof of purchase is required.

To initiate a return, contact us at info@viviers.studio. Items sent without prior notification will not be accepted. Once we receive your returned goods in perfect condition, you can choose to exchange or receive a full refund within 10 days.

Damages and Issues

Inspect your order upon receipt. If the item is defective, damaged, or incorrect, notify us immediately with photographic evidence at info@viviers.studio. Unfortunately, returns cannot be accepted for sale items or gift cards.

Refunds

Once we receive and inspect your return, we'll notify you of the approval. If approved, you'll be refunded through your original payment method within 10 days from VIVIERS. Keep in mind that processing times may vary.

Please allow up to 3 weeks for the return process, and you'll receive notifications at each stage. For any questions, reach out to us at info@viviers.studio.

LEZANNE

Creative Director and Founder

CHIARA

Studio Manager and Designer

SIYABONGA

Master Couturier and Designer

TANIA

Couturier

CHANTAL

Studio Supervisor and Haute Couture Embellishment Specialist

SIMONE

Production and Wholesale Coordinator

CEBO

Wardrobe Stylist and Digital Content Creator

MARK

Master Tailor

ELIZABETH

Master Tailor

MELODIE

Tailor

BORAS

Tailor