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Terms & Conditions

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Fill in Returns Notification Form

Our Returns Policy
Unboxing

    Returns Time frame policy:

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  • Please note that all orders are subject to our 28 days returns policy from your date of delivery.

  • For a refund items must be unused, returned in the original packaging and in a re-saleable condition. 

  • Keep all tags attached, pack the unused products in their original packaging and follow our returns procedure below.

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  • Covid-19 impact on shipping times:

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  • It can take up to 12 working days  or longer for us to receive and process your return. Any delays will be due to impacts on the courier system at this time. Please allow a further 7 days after receipt of your returns for payment to be refunded to you. Do not hesitate to contact our customer care centre for any queries beyond this time.

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  • All refunds will be made back to the method of payment you used upon purchase of products.

UK Returns by post:
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Returning online purchases via Royal Mail Post office in the UK. All returns shipping costs are payable by the customer.
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Please follow returns procedure below To return your purchase via post:

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1. You will need to first fill out our Returns notification form here. To enable activation of your refund process.

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Then follow simple steps below to return your item:

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2. Keep all tags and labels attached  to the products for returns

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3.  Repack your items securely - into the original packaging 

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4. Ensure the original shipping label details used to transport the package to you (with your address) are fully deleted or removed.

 

5.  Take the Vivien Lauren Returns Address Label which has our Returns address, this has been sent to you and will be inside your package or with your shipping documents/package.

 

6. Attach this Returns Address label to the outside of the Package you wish to return. 

 

Or use the following address  to print or generate a Shipping Label with your Royal Mail Post Office service to make your returns:

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Return To:

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Vivien Lauren Collections

Store First,

Riverside Road,

Derby, Derbyshire

England

DE24 8HY,

United Kingdom.

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4. Take your package to your nearest Royal Mail Post Office, ensure to buy and use a tracking or signed for shipping option or postage which will allow you to track your shipment.

 

5. It is important you get a receipt for your shipment which also carries the shipment tracking details, keep this safe until you have received your refund. This will also allow you to check whether your returns have reached us.

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REFUND PROCESS:

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6. We will also let you know by email when we’ve processed your return.

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  • The funds will appear in your account up to 7 working days after we’ve processed your return. This will mainly depend on your bank, card issuer, or operator for your payment method.

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  • If you’ve received an email confirming your refund but can’t see the money in your account after 7 working days please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

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  • We are currently unable to offer exchanges for online purchases. Alternatively, you can place a subsequent order for the new product and return the original product via the returns steps outlined above.

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To reduce the need to return due to size and for your satisfaction please make use of the measurement chart features when making your purchase.

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For any questions please email us or phone us on details given on our contact us page.

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Thank you for shopping with Vivien Lauren.

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Exchanges:

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  • We are currently unable to offer exchanges by post for online purchases. Alternatively, you can place a subsequent order for the new product and return the original product via our returns process outlined above.

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Returning From Outside The UK?

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​We are currently shipping also to the United States. To see list of countries currently added to our shipping list, please click here. 

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Instructions for Returning from Outside the UK:

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You will need to first fill out our Returns notification form here. To enable activation of your refund process.

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Then follow simple steps below to return your item:

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We do hope you love our products but if you find you have to make a return, please follow the instructions below. Please also note that for all returns from outside the United Kingdom, the customer will need to pay the shipping cost.

 

If you are returning from outside the UK you will need to pay to make your return so please use a standard, trackable service and keep your proof of postage receipt until after you have received your refund.

 

 

1. Keep all tags and labels attached  to the products for returns

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2. If you have not already, please click here ( Returns notification form here to fill in and submit  your returns form - this will allow us to process your returns.

 

3.  Repack your items securely - into the original packaging 

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4. Ensure the original shipping label details used to transport the package to you are fully deleted or removed.

 

5.  Take the Returns Label with our Returns address which has been sent to you with your shipping documents/package.

 

6. Attach this Returns label to the outside of the Package you wish to return. 

 

Or use the following address  to print or generate a Shipping Label with your chosen reliable shipping service to make your returns:

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To:

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Vivien Lauren Collections

Store First,

Riverside Road,

Derby, Derbyshire

England

DE24 8HY,

United Kingdom.

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4. Take your package to your trusted Courier Service (we recommend DHL express) ensure to use a traceable shipping option which will allow you to track your shipment.

 

5. It is important you get a receipt for your shipment which also carries the shipment tracking details, keep this safe until you have received your refund. 

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6. We’ll also let you know by email when we’ve processed your return.

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  • The funds will appear in your account up to 7 working days after we’ve processed your return. This will mainly depend on your bank, card issuer, or operator for your payment method.

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  • If you’ve received an email confirming your refund but can’t see the money in your account after 7 working days please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

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  • We are currently unable to offer exchanges for online purchases. Alternatively, you can place a subsequent order for the new product and return the original product via the returns steps outlined above.

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To reduce the need to return due to size and for your satisfaction please make use of the measurement chart features when making your purchase.

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For any questions please email us or phone us on details given on our contact us page.

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Thank you for shopping with Vivien Lauren.

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