Shipping & Returns

SHIPPING POLICY

    Shipping Methods
    For shipping, we mainly use DHL, UPS, USPS, FEDEX etc, that depends on the place you are in.

    Delivery Time
    Delivery Times = Tailoring Time + Shipping Time
    For some styles with complicated structure, beading and hand work, it may take a few more days for processing.

    Normal orders: 12 to 18 days or earlier (from May to December)
    Around 20 to 25 days (From Jan to April), This is peak season and the production time will be lengthy.
    Processing time varies by category.

    Note regarding COVID-19
    In light of the current pandemic of the COVID-19, the normal operation of all couriers around the world has been affected, this includes our courier partners, the order shipping will may appearance delay. Thank you so much for your patience and understanding!

    Packing
    Packing: in order to save your shipping cost, each dress will be packed tightly with water proof bag.

    Shipping Fee
    Our shipping fee rely on the total amount of your order and the country/region to which the dresses will be shipped.
    After filling in the address on the checkout page, customers can view the exact freight charges.

    Track You Package
    Once your order has been shipped, you will be emailed a shipping confirmation including the tracking number for your package. Tracking information will be updated within 24 business hours of shipment.

    Customs Duties
    When the package arrives in the destination country, it will be subject to any customs duties or import taxes. These charges must be paid by the recipient of the package (it also applies to retail and wholesale clients). Unfortunately, due to the wide variation in customs policies and import taxes from different countries, we have no control over these costs or the ability to tell you what they are.


    REFUND POLICY


    Cancellation Policy
    1. If you ask for order cancellation within 24 hours after payment, we will cancel it for you and give you full refund.
    2. If you ask for order cancellation within 24-72 hours after payment. We only refund you 40% product total plus shipping fee. Because your order is processing by factory 24 hours after your payment.
    3. Orders cannot be cancelled after 72 hours of payment.

    Refunds and Exchanges
    1. Contact us within 72 hours of receiving the dress.
    2. Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and colour etc.
    3. Product must be unworn and only tried on for fit and sizing (no dirt, no perfume, no lipstick no cigarette smell, no stain, no damage etc).
    4. Once your request is approved, you should send us the item within 5 days. You can send it using the local postal service (you shall bear the shipping cost).
    5. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
    6. Once confirmed, we’ll refund you via your original payment method within 7-10 days (handling time depends on your payment method and bank). The original and return shipping costs are non-refundable.

    For Custom Size and Custom Order
    Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.

    If you can’t find the answers to your questions from our page, please email to us support@viviyshop.com, and we will reply to you in 24 hours.

    ×