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How To Return

2. HOW TO RETURN A PRODUCT 

2.1 Please note that we do not accept returns of perfume, earrings, socks, swimwear, or underwear for hygienic reasons. This does not affect your statutory rights.

2.2 You must return your selected Product within 30 (thirty) days from the date of delivery.


2.3 All Products returned must include the completed return form (“Return Form”) documentation provided with your delivery inside the returned parcel. You will need to complete the Return Form, that was received with your order reading the instructions listed on the Return Form. The completed Return Form will need to be included in your return parcel to process the refund promptly. If you have lost the Return Form, you may contact Customer Services to receive a replacement.

2.4 Your returned parcel shall also include a pre-paid return label (“Return Label”), generated with the assigned parcel carrier. All returned parcels must have the Return Label affixed to the parcel for acceptance.

The free returns postage label is provided with each Order (excluding non-returnable Products). You must use the free postage label provided to return Products at the available drop off locations indicated on the return label form. For customs and clearance purposes all Orders dispatched outside of the UK and EU require you to contact customer services here to request a return form and free returns label according to the Products being returned.

Put the Products that you wish to return, along with the completed Return Form in the package. 

Securely seal the package and stick the pre-printed Return Label adhesive on the outside of the package.

2.5 The Vendor will only accept returns received through the authorised returns process specified above with duly completed Return Form, using the pre-paid Return Label provided. Any returns received independently or outside of our returns process will not be accepted by VW.

2.6 Return the Product in its original condition: if the Product you return does not match its original condition, we reserve the right to reject the refund request and the Product will be returned to you.

2.7 Products must be returned in their original packaging with the swing tags attached. 
All Bridal garments and accessories must be returned in their original packaging, unworn with all security ribbons and security stickers intact and attached.

2.8 Shoe boxes and jewellery boxes are considered an intrinsic part to the Product and should be protected and returned undamaged. Damage to the box will render the Products ineligible for refund.

2.9. The Vendor does not take responsibility for damage that occurs during the return process; please ensure that the Products are well protected when returned to us.

2.10 The Vendor does not take responsibility for returns lost in transit and therefore provide instruction for returns to be sent using the secure returns label provided. 

2.11. Please note that all refunds for online purchases can only be made through our website. Exchanges are not available for other online purchases. Products bought via the online store cannot be returned to any other Vivienne Westwood store.

2.12. All personal information processed during the return and refund process are protected in compliance with the EU GDPR 2018 and any other applicable regulation. Please see our Privacy Policy for more information.

2.13. Our Customer Service is always available to answer any question regarding your Orders, returns or refunds. Send us an email to customer.service@viviennewestwood.com with your doubts and questions: we will be happy to assist you.

3. SHIPPING FOR RETURN

3.1 If you decide to return the Product, the Vendor will refund the costs incurred in the purchase, including shipping costs. If you use the pre-paid Return Label provided by Us, return costs are for free.
3.2 OTHER COURIERS: Any returns received independently or outside of our returns process will not be accepted. If you decide to use a different courier to the one indicated by the Vendor, you will not be reimbursed for additional delivery costs and you will be responsible in case of loss or damage to the Products during transport.
3.3 The Vendor does not accept responsibility for returns lost in transit and therefore instruct for all returns to be sent using the pre-paid secure service.

4. COMPLIANCE CHECKS FOR RETURNED PRODUCTS

4.1. You will be notified in case the returned Products cannot be accepted due to their non-compliance with the conditions set out under Clause 1 above, you will not be entitled to any refund of the amount you paid upon purchasing the Products. 

4.2. The Vendor will inform you via e-mail in case your return is not accepted (“Return Confirmation”). Within fourteen (14) days from the receipt of the Return Confirmation e-mail from the Vendor you may choose, at your own expense, to have the Products sent back to you in the conditions in which they were returned to the Vendor, informing the Vendor of this choice in accordance with the terms that will be communicated to you. Otherwise, if you do not inform the Vendor of your choice to have the Products sent back to you in the conditions in which they were returned to the Vendor and cover the delivery expenses in advance or fail to collect the said Products, the said omission to act will entail your refusal from the title to the said Products and entitle the Vendor to dispose of the Products at its own discretion.

4.3. All Products must be returned in a new and unused state, in perfect condition, with all protective materials in place with swing tags and stickers attached to them (if applicable), including all packaging, accessories and documents. The Vendor reserves 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, the Vendor may propose a reduction in the following circumstances:

  • the Product(s) have been used, worn, damaged or washed;
  • the identification tag with the disposable seal is not attached to the Product(s) or has not been returned. Please note that the identification tag constitutes an integral part of each Product; and/or
  • the attached security ribbon and/or identification stickers are not intact, removed or tampered with
  • you have not returned any packaging which is an integral part of a Product (such as a dust bag).


4.4. You will be informed if the Vendor proposes to reduce your refund for this reason. In this instance, you may (as an alternative to the Vendor providing you with a reduced refund) choose to have the Products sent back to you at your own expense. If you refuse said delivery, the Vendor reserves the right to retain the Products and the amount paid for the purchase of the Products. If the return conditions are met, you will receive a Return Confirmation e-mail confirming that the return has been accepted and the Vendor will refund the purchase price of the returned merchandise (minus shipping fees, as applicable).