If you're unhappy with your order, you can return your items to us within 14 days of receiving the package, provided they are in the same condition as when purchased.

Once the item(s) are returned to our warehouse, both the item(s) and packaging will be checked. The condition must be new and unused. After this process, we will offer you an exchange, gift card, or refund, depending on your preference.

Your compensation will be processed upon the arrival of the product. This will be checked by our fulfilment company and may take up to 5 working days.

We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way. Alternatively, we may reduce the amount of any applicable refund or exchange accordingly.

The cost of return shipping is at the expense of the buyer and may vary depending on the courier and your country.

In case of an error or defect on the VIVEH side, we will happily cover the return costs.

1. REGISTER YOUR RETURN
   Scan the QR code on the packing slip or use the link below. Fill in the details to create a return label: www.viveh.returnista.com
2. PACK YOUR RETURN CAREFULLY
   Pack the items in the original packaging, together with the original return form. We need this to process the return.
3. HAND IN YOUR RETURN
   Find a drop-off point near you to hand in your return. Additional information available on your return label.
4. REFUND OR EXCHANGE
   We will offer you an exchange, gift card or a refund, as per your preference. Simply follow the steps on the return platform.
   
   For EU & UK please use the link to start your return process: www.viveh.returnista.com/
   Use the order ID (ie. #0000) to submit your return. You can find this on the packing slip or in your order confirmation email.
   
   An insurance will be offered prior to creating a label. If you choose not to purchase the available insurance, Viveh BV cannot be held liable for any loss, damage, or associated costs related to the product/service.
   

The website will translate based on your preferred browser language. Find the flag in the upper right corner of the website to change the language of the form. Please follow the prompts to complete your return.

For Non-EU, we do not offer an automated return process at this stage. Please submit the items you wish to return via the following link: www.viveh.returnista.com. You will receive a packing slip to add to the package. We ask you kindly to find yourself a trusted local carrier to ship the items to our warehouse. The packing slip ensures our warehouse can allocate the order which will initiate the refund process.

• CAN I RETURN DISCOUNTED ITEMS?
  Yes, you can also return discounted items. The same rules apply as with the full-price items.

• CAN I EXCHANGE ITEMS FOR ANOTHER SIZE?
  Yes, our system allows you to do exchanges for different sizes. We also offer you the option of returning for a voucher or a refund.

To ensure the hygiene of lingerie and/or swimwear these items should be tried on over underwear, without removing the protective adhesive strip. Swimwear or Lingerie returned without the protective adhesive strip will not be refunded.

Promotional offers that include free gifts with a minimum order value are subject to the company’s standard return policy.

If a customer returns any items from an order that qualified for a free gift, the refund will be adjusted based on the value of the returned items. If, after the return, the order total falls below the minimum required for the free gift, the refund will be reduced by the value of the gifted item.

Alternatively, if the order value after the return falls below the threshold for the free gift, the customer has the option to return the free gift in its original condition. In this case, the full refund amount will be processed. For more details on the process and any applicable restrictions, please refer to our return policy or contact our support team at: support@viveh.com.

Your item(s) should be returned to us within 14 days of receiving your order.

Returns outside this timeframe may be accepted at VIVEH's discretion, and if accepted, will be refunded as store credit only.

Once a return request is initiated and the item(s) are shipped back to us, the consumer retains responsibility for the goods until they are successfully received at our designated return address.

In the unfortunate event that a return package is lost in transit, VIVEH acknowledges the inconvenience caused. However, we cannot issue a refund for lost return packages unless the following conditions are met:

The loss occurred after the goods were shipped to our designated return address.

If the loss of a return package is due to an error on VIVEH's part or a fault with our return platform, we will take responsibility and initiate appropriate measures for resolution, which may include issuing a refund or providing a replacement.

In the event of a lost return package, customers are encouraged to contact our customer service team to report the issue. We will work closely with you to investigate the situation and explore possible resolutions.

We’ve made every effort to display the colours of our products on VIVEH as accurately as possible.

However, as screens on different devices can vary, we cannot guarantee that the colours you see on your monitor, tablet, or mobile device will be completely accurate. Thank you for your understanding.

If you have any questions or uncertainties regarding colours while shopping, please don’t hesitate to contact our customer service team for further clarification.

Sometimes things don’t always go to plan. We recommend that you first make complaints known to us by emailing support@viveh.com.

However, if this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to deposit your complaint via the platform of the European Union.

As mentioned before, all products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the tags attached to them. This includes all packaging and accessories. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

• the product(s) have been used, worn, damaged or washed;
• the tags are not attached to the product(s) or have not been returned
• you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
  

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.