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HOW TO REQUEST A RETURN

Returning Your Order

You have 14 days from the day your order arrives to request a return, exchange or request store credit. If you are wishing to return the item, then you have a further 14 days to post the item back to us. If you do not request a return within the 14 days, the portal will not let you progress into making the return. Please ensure you make this request within 14 days. If the portal is not letting you process the return and you are within the time frame please email our support email at the bottom of the page with a screen shot of your order number and order date.

Please follow the below link:
https://returnsportal.shop/vivere-london

• Provide your order number with the # and your email address.
• Select the item(s) you'd like to return.
• Choose whether you'd like to Return, Exchange or receive Store Credit for each item.
• Select the shipping method you prefer and receive your return postage.
• Take your parcel to the nearest drop off point.

 

Please note: We do not offer free returns. The cost of the generated label in the portal will be taken off your original order amount.

To qualify for a refund or exchange, the item must be:

• In its original condition
• Unused
• With all tags attached
• In its original packaging

 

You will not be eligible for a refund or exchange in respect of any orders..

• If the return request period exceeds 14 days,
• Products that are made to your specifications or are clearly personalised.
• Services, once they have been completed;
• Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

EXCHANGES

We currently only offer exchanges within the UK. If you wish to make an exchange for the same item in a different size, or exchange an item for another item on site, please follow the below portal:

https://returnsportal.shop/vivere-london

 

INTERNATIONAL INFO

• International orders can take up to 6-8 days.
• International orders are shipped DDP (Duties Paid)
• We do not offer free returns or cover any costs associated with the return of items — please check with your local postal or courier provider. 
• We currently do not offer exchanges for international orders; instead, you may request a store credit for another item/s or a return for a full refund.
• If you are unsure about your sizing or have any other questions, please contact us prior to purchase, stating your country, and we will do our best to advise you.

In order to make an International Return, please follow the below portal and follow the instructions on the Portal. 

https://returnsportal.shop/vivere-london

FAULTY ITEMS

If your item arrives damaged or faulty, you are entitled for an exchange at no extra cost or a full refund. Please ensure you have the below.

• Your order number
• A description of the issue
• Clear photos of the fault

And upload to the below portal:
https://returnsportal.shop/vivere-london

 

If you do not have an update in 3-5 working days, please email support@viverelondon.com. Our team will review your case as quickly as we can.

 

REFUNDS

When and how we refund you:

Once we receive your returned item, we’ll inspect it to make sure it’s in suitable condition. If the item has been used, damaged, or handled in a way that wouldn’t be acceptable in-store, we may reduce your refund — or, in some cases, no refund may be given.

If your return meets the conditions, we’ll process your refund within 14 days of receiving the item. We’ll refund you via your original payment method, and we don’t charge any fees for the refund.

 

Didn’t Receive Your Refund?

If it's been more than 14 working days since you returned your item, please email us at support@viverelondon.com with:

• Your order number
• The tracking number
• Details of the item(s) returned
• We'll look into it right away.

 

 

Christmas period 

Christmas Returns Period

Items purchased between 15th November and 25th December can be returned up until 31st January.
If you experience any issues with our online returns portal, please email us at support@viverelondon.com and we’ll be happy to help.

Last posting dates (for delivery by 24 December 2025)
• Standard shipping: Order by Friday 19 December, 14:00.
• Next day shipping: Order by Tuesday 23 December, 14:30.

• We close at 2:00 pm on 24 December; orders placed after the cutoffs ship next business day.

• Severe weather or carrier network congestion may affect delivery

Please note our warehouse is closed on: Thursday 25 December, Friday 26 December, and Thursday 1 January.

The customer service inbox will not be monitored on Thursday 25 December, Friday 26 December, and Thursday 1 January.

 

Please note: we moved warehouse on 23.10.25 , this has meant there may have been delays in refunds from this period, if you could kindly email support@viverelondon.com with the above information so we can sort this out as quickly as possible.

Important: Our customer service inbox is managed from oldest to newest emails. Sending multiple follow-up messages will move your email to the back of the queue and may delay your response. Please allow our team time to review and respond — we’ll get back to you as soon as possible.

 

If there is something wrong with the Product or Service. We honour our legal duty to provide you with Products and Services that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.