This policy sets out the terms by which you may return or request a refund in respect of the Products or Services. 

Your legal right to change your mind

If you bought a Product online, by mail order, over the telephone or on your doorstep, you have 14 days from receiving the Product to request a return or exchange for the same item in a different size. If the Products are split into several deliveries over different days, the period runs from the day after the last delivery. 

When you will not be able to change your mind 

However, to be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. 

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

• Products that are made to your specifications or are clearly personalised, 
• Services, once they have been completed;
• any portion of Services which have been performed;
• Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

How to request a return

We hope you love your purchase, but if you change your mind, here’s how to return your order.

Returning Your Order

You have 14 days from the day your order arrives to return it for a refund or to exchange it for the same item in a different size.

You do not need to email us first to initiate a return.

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

• In its original condition

• Unused

• With all tags attached

• In its original packaging

Please note: You are responsible for return postage. Please use a trackable delivery service and retaining proof of postage, as the item remains your responsibility until it reaches us.

Returns must be sent to:

Vivere c/o By Refined
Noatum Logistics
Unit B, 38K Warehouse
Dolphin Way
Purfleet
Essex, RM19 1NZ
UK

Make sure to include the completed Returns Form enclosed with your order. Our fully recyclable packaging can be reused to return your item.

Once we are in receipt of the returned product we will inspect it to ensure that it is not damaged or used. We will reduce your refund if the Product is used or damaged, or if it has been handled in a way which would not be acceptable in-store. In some cases, because of the way you have treated the product, no refund may be due. In the case of exchanges, we are unable to reserve items, so it is important to return items as quickly as possible to ensure items do not go out of stock in the mean time.

Likewise, if we don’t receive the Product at all or within a reasonable time we won't refund you the price.

Exchanges

If you're requesting an exchange for a different size, please note that we cannot reserve items. We recommend sending your return back as quickly as possible to avoid the item going out of stock.

Faulty Items

If your item arrives damaged or faulty, we’re here to help.

Please email support@viverelondon.com with:

• Your order number

• A description of the issue

• Clear photos of the fault

Our team will review your case and support you with either a replacement, exchange, or return depending on the situation.

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 (or receiving evidence you’ve sent it).

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.

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.