Refund policy

At VIVIE, we are committed to customer satisfaction. This Return & Refund Policy explains our rules for returns, exchanges, and refunds. Please read it carefully before placing an order. This policy complies with Google Merchant Center requirements and applies to all orders unless otherwise stated.

1. Return Window

  • You may return eligible items within 30 days from the date of delivery (as shown on the tracking information).
  • Returns requested after 30 days will generally not be accepted.
  • During peak seasons or promotions, we may temporarily extend the return window — we will notify you via email if applicable.

2. Eligibility for Returns

To be eligible for a return or refund, all items must meet the following conditions:

  • Be in new, unused condition with original packaging, tags, and accessories intact.
  • Not show signs of wear, use, damage, or alteration.
  • Include the original proof of purchase (order number or invoice).

Non-returnable items include (but are not limited to):

  • Customized or personalized products
  • Underwear, socks, or intimate apparel (for hygiene reasons)
  • Items marked as “Final Sale” or “Non-returnable” at checkout
  • Products damaged due to customer misuse or improper care

3. Return Process

  1. Contact our customer service team within the 30-day window via email at info@vivieshoes.com with your order number and reason for return.
  2. We will review your request and provide return instructions (usually within 1–2 business days).
  3. Ship the item back to our Return & Exchange Address: 247 W 37th St, New York, NY 10018, United States
  4. We strongly recommend using a trackable shipping method. Customers are responsible for return shipping costs unless the item is defective or we made an error.

Important: We are not responsible for lost or damaged packages during return shipping.

4. Refunds

  • Once we receive and inspect your return, we will process your refund.
  • Refund timeline: 5–10 business days after inspection approval.
  • Refunds will be issued to the original payment method.
  • Original outbound shipping fees are non-refundable unless the return is due to our error (wrong item or defective product).
  • For orders under $150 USD, the original $6 shipping fee is not refunded.

Restocking Fee: A 15% restocking fee may apply to certain returns (especially opened shoe boxes or high-value items). We will inform you in advance if this applies.

5. Exchanges

We offer exchanges for different sizes or colors (subject to availability) within the 30-day window. Please follow the same return process and clearly specify your desired exchange item in your request.

6. Defective or Wrong Items

If you receive a defective product or an incorrect item:

  • Contact us immediately (preferably within 7 days of delivery).
  • We will cover the return shipping cost and provide a full refund or replacement at no extra charge.

7. International Returns

For international orders:

  • Customers are responsible for all return shipping costs, customs duties, and taxes.
  • We are not responsible for delays caused by international shipping or customs.

8. Cancellation Policy

Orders can be cancelled within 24 hours of placement if they have not yet been processed. After processing begins, cancellation is not guaranteed.

9. Business Addresses

  • Return & Exchange Address (US): 247 W 37th St, New York, NY 10018, United States
  • Factory Address (China): Units 8–9, Building B, Wenti Plaza, Pingsha Avenue, Shaliyuan Community, Daling Subdistrict, Huidong County, Huizhou City, Guangdong Province, China

10. Contact Us

For any questions about returns or refunds, please reach out to our customer service team:

  • Email: info@vivieshoes.com
  • Phone: +1 309-360-9588
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)

We aim to respond within 24–48 business hours.

11. Policy Changes

VIVIE reserves the right to update this Return & Refund Policy at any time. Changes will be posted on this page with the updated date. Your continued use of our services constitutes acceptance of the revised policy.

Thank you for shopping with VIVIE. We appreciate your business and strive to make every experience positive. If you have any concerns, please contact us — we’re here to help!