UK RETURNS

If your Vivano purchase does not meet your expectations, you may return the item within 15 days after delivery.

  • Items returned must be returned unused, in original condition along with all packaging and tags in tact.
  • We do not accept any products where the tags have been removed or if it has been used.
  • To return an item, please email us at customerservices@vivano.co.uk informing us of the return or part return of your order. Please mention your order number and whether your return is due to a damaged product, incorrect product or any other reason.
  • If it is due to an incorrect or damaged product, please specify whether you would like an exact replacement of the product or a full refund. Changes in colour or style are not permitted in this case.
  • Ensure you take out the myHermes pre-paid postage label before placing the invoice inside your package and securing it.
  • Stick the pre-paid myHermes postage label on your package and drop it off at your closest post office.
  • It is essential you take a receipt from the post office as this acts as your proof of postage in case we do not receive the package.
  • If you face any difficulty during the process, please contact customerservices@vivano.co.uk.
     

EU RETURNS

If your Vivano purchase does not meet your expectations, you may return the item within 15 days after delivery.

  • Items returned must be returned unused, in original condition along with all packaging and tags in tact.
  • We do not accept any products where the tags have been removed or if it has been used.
  • To return an item, please email us at customerservices@vivano.co.uk informing us of the return or part return of your order. Please mention your order number and whether your return is due to a damaged product, incorrect product or any other reason.
  • If it is due to an incorrect or damaged product, please specify whether you would like an exact replacement of the product or a full refund. Changes in colour or style are not permitted in this case.
  • We will then get in touch with you via email to inform you when our logistics partners will collect the package from you. Please note, at this time we are unable to provide a collection time slot.
  • Make sure to include the invoice in your package before securing it ready to be collected.
  • If you face any difficulty during the process, please contact customerservices@vivano.co.uk.

USA RETURNS

If your Vivano purchase does not meet your expectations, you may return the item within 15 days after delivery.

  • Items returned must be returned unused, in original condition along with all packaging and tags in tact.
  • We do not accept any products where the tags have been removed or if it has been used.
  • To return an item, please email us at customerservices@vivano.co.uk informing us of the return or part return of your order. Please mention your order number and whether your return is due to a damaged product, incorrect product or any other reason.
  • If it is due to an incorrect or damaged product, please specify whether you would like an exact replacement of the product or a full refund. Changes in colour or style are not permitted in this case.
  • We will then get in touch with you via email to inform you when our logistics partners will collect the package from you. Please note, at this time we are unable to provide a collection time slot.
  • Make sure to include the invoice in your package before securing it ready to be collected.
  • If you face any difficulty during the process, please contact customerservices@vivano.co.uk.

 

AUSTRALIA RETURNS

If your Vivano purchase does not meet your expectations, you may return the item within 15 days after delivery.

  • Items returned must be returned unused, in original condition along with all packaging and tags in tact.
  • We do not accept any products where the tags have been removed or if it has been used.
  • To return an item, please email us at customerservices@vivano.co.uk informing us of the return or part return of your order. Please mention your order number and whether your return is due to a damaged product, incorrect product or any other reason.
  • If it is due to an incorrect or damaged product, please specify whether you would like an exact replacement of the product or a full refund. Changes in colour or style are not permitted in this case.
  • We will then get in touch with you via email to inform you when our logistics partners will collect the package from you. Please note, at this time we are unable to provide a collection time slot.
  • Make sure to include the invoice in your package before securing it ready to be collected.
  • If you face any difficulty during the process, please contact customerservices@vivano.co.uk.

 

REFUNDS


If you have returned your purchase as you received a product that was damaged on arrival or you have received an incorrect product, we will refund the full order amount along with postage costs.

  • Instead of a refund, you may also request a replacement to be sent of the exact product. 
  • The above option is only available if the product is in stock. Changes in colour or product are not permitted as mentioned above.
  • If you are returning a product that you no longer require or did not meet your expectations on arrival, we will gladly process a refund. Postage costs are non-refundable for non-faulty items.
  • Please note, all returns will be assessed before a refund or replacement is issued.
  • Refunds can take up to 14 working days to process from receipt by our Returns Department. We will notify you by email when it has been processed.
  • The refund will be issued to your original payment method.
  • If you face any difficulty during the process, please contact customerservices@vivano.co.uk.

Our refunds process is the same for UK, US, Australia and EU customers.

Please note we do not offer exchanges for alternative items, colours or sizes at Vivano. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policies stated above.