Refund policy

Last Updated: August 2026

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 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 or nearly new condition (trying on is allowed).
  • Show no obvious signs of wear, dirt, stains, odor, or damage.
  • Original packaging, tags, and accessories should be included and in good condition.
  • Include the original proof of purchase (order number or invoice).

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

  • Items with obvious wear, dirt, stains, or odor
  • 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 by emailing info@vivieshoes.com. Please include your order number and the reason for return.
  2. We will review your request and provide return instructions (usually within 1–2 business days).
  3. Only return the item after receiving our approval and return instructions.
  4. Ship the item back to our Return & Exchange Address: 247 W 37th St, New York, NY 10018, United States
  5. 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:

  • Unauthorized returns (returns shipped without prior approval) will be refused and no refund will be issued.
  • We are not responsible for lost or damaged packages during return shipping.

4. Refunds

  • Once we receive and inspect your returned item and confirm it meets our eligibility requirements, we will process your refund.
  • Refund processing time: within 5 business days after inspection approval.
  • Refunds will be issued to the original payment method.
  • Original outbound shipping fees are non-refundable, except when the return is due to our error (wrong item, defective product, or item damaged upon receipt).
  • For orders under $150 USD, the original $6 shipping fee is not refunded.

Restocking Fee: A 15% restocking fee may apply to certain high-value items or returns that show signs of excessive handling. 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. Items with obvious wear are not eligible for exchange.

6. Defective or Wrong Items If you receive a defective product, an incorrect item, or an item damaged upon delivery:

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

7. 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.

8. 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

9. Contact Us For any questions about returns or refunds, please contact our customer service team:

  • Email: info@vivieshoes.com
  • Phone: +1 646-956-1533
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)

We aim to respond within 24–48 business hours.

10. 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!