Refund policy
WHAT IS YOUR RETURNS POLICY?
We offer a 14-day return and exchange policy on all eligible UK orders, starting from the day you receive your parcel.
To be eligible for a return, items must be:
- In their original condition
- Unworn, unwashed, and free from odours (including smoke and fragrance)
- With all tags attached
- Returned in the original packaging
We cannot accept returns on items sold as pre-owned or used, as these are clearly described before purchase. International orders are not eligible for return or exchange.
Returns are sent at the customer's expense via Royal Mail, Evri, or UPS. We recommend using a tracked service, as we can't be held responsible for parcels lost on their way back to us. Original delivery charges and return postage costs are non-refundable.
HOW DO I START A RETURN?
To start a return or exchange, send us a message on Instagram @vivoclothing_ or email returns@vivoclothing.co.uk with your order number and the reason for return. We'll guide you through the process and confirm where to send your parcel.
Returns must be dispatched back to us within 14 days of your return being approved.
WHEN WILL I RECEIVE MY REFUND?
Once we've received and inspected your return, refunds are processed within (3–5) working days to your original payment method. Depending on your bank or card provider, it may take a further (2–10) working days for the funds to appear in your account. We'll email you to confirm once your refund has been issued.