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 purchased.
Once the item(s) return to our warehouse the item(s) and packaging will be checked. The condition needs to be new and unused. After this process we will offer you an exchange, gift card or a refund, as per your preference.

Your compensation will be processed upon the arrival of the product. This will be checked by our fulfillment company and can 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 or, as an alternative, 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 of your choice and your country. In case of an error or defect from the VIVEH side, we will happily cover the return costs.

For non-EU orders we will be collecting import and duty fees in the checkout. This will ensure a smoother process at the local customs department. In case of a return, the import fees will be withhold from the refund.

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 where free gifts are in included above a certain order amount adhere to the standard return policy of the company.

In addition to this, if a customer chooses to return the purchased items, or part of the items in the order, the refund amount will be calculated based on the value of the returned items. If the new order value, after returns, falls below the qualifying purchase value required for the free gift, the refund will be reduced by the value of the gifted item.

Alternatively, if the new order value, after returns, is below the order threshold, the customer has the option to return the free gift in its original condition. In this case, the full eligible amount will be refunded to the customer.

For more information on the process, as well as any applicable restrictions or conditions, please refer to the return policy or reach out to our support team: 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 the discretion of VIVEH and may only be refunded as a store credit.

Once a return request is initiated and you as a consumer shipped the item(s) back to us, The consumer retains responsibility for the returned 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 if the following conditions are met:

a. The consumer cannot provide valid proof of shipment, including a tracking number and shipping receipt.
b. 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 the part of VIVEH or a fault in our return platform, we will take responsibility for the loss 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 the consumer to investigate the situation and explore possible resolutions.

We have made every effort to display the colours of our products that appear on VIVEH as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.

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.