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FAQS

Here is a list of the most frequently asked questions.

On the shopping bag page, please navigate to the ‘HAVE A PROMO CODE?’ under the order summary and enter your coupon code.

On the checkout page, please navigate to the  ‘IN YOUR BAG’ section on the right hand side and click ‘Edit’. This should take you back to the Shopping bag where you can follow the instructions above.

Shopping the Vivienne Westwood online boutique is easy: if you know what you are looking for, use the specific category links, such as 'shoes', 'accessories' shop by ‘trends’ section on the site, or through our 'icons'. Once you have found an item, select your size, and colour and use the 'add to bag' button underneath. Review the items in your shopping bag by selecting the 'shopping bag' link on the page. From the shopping bag you can directly edit product details (colour, sizes, and quantities), remove them in case you’ve changed your mind or add products to your wish list. Click on 'checkout' to complete your order.

We accept Visa, MasterCard, American Express, MasterCard Debit, Switch/Maestro, Visa Delta payments and PayPal.

You can add your card info during the payment step on checkout. All payments are secure.

If you have any comments, queries or requests related to our online store, please contact our Customer Service team using the online contact web form HERE, or by emailing customer.service@viviennewestwood.com

If your query does not relate to an online purchase, please see below for the most appropriate contact:

• Bridal/ Couture Enquiries: daviesstreet@viviennewestwood.com
• Business Opportunities Enquiries: 
businessopportunities@viviennewestwood.com

• General Customer Enquiries: customer.service@viviennewestwood.com

• Marketing Enquiries: 
socialmedia@viviennewestwood.com

• Press Office Enquiries London: 
pressoffice@viviennewestwood.com

• Showroom Enquiries London: 
London_showroom@viviennewestwood.com

• Showroom Enquiries Los Angeles: 
b.rosin@viviennewestwood.com

• Showroom Enquiries Milan: 
showroommilan@viviennewestwood.com

• Showroom Enquiries Paris: 
paris_showroom@viviennewestwood.com

Online orders placed using guest checkout cannot be added to registered accounts. Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':

• Track your orders and review past purchases,
• Gain access to your ‘Wish List’,

• Be notified when new products are available

• Save your address and card details for faster shopping,

• Manage your account details and newsletter subscriptions.

If you’ve forgotten your password, follow these steps to restore it:

• Click on the Sign In icon in the top right corner
• Select “Forgot Password”

• Follow the instructions shown in the pop-up that will open

• Insert your email address and click on send

• You will receive an email with a new temporary password, and you can modify it when you want, simply follow the instructions.

Vivienne Westwood sizes vary from label to label; we recommend checking the 'Size Guide' link which can be found on the product pages underneath the size selector. If you are still unsure and would like to discuss our sizing with a member of our team, please contact our Customer Service using the online contact web form HERE, or by emailing customer.service@viviennewestwood.com .

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the privacy policy section HERE.

We currently ship to many destinations world-wide. To see information on where we ship to and our rates, please visit our shipping information section HERE.

Please note that we are unable to deliver to Post Office Boxes, use General Delivery or deliver to freight forwarding addresses.

Due to international trading agreements and regulations, we are obliged to adhere to shipping restrictions. As a result, we are unable to ship items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewellery of certain compositions are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section HERE.

Prices shown on the site are in GBP, EUR, USD, AUD, depending on your location and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable. For all other destinations, you will be charged in Euros. If you are a customer whose credit card is not denominated in any of these currencies, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply change the country by selecting the country icon on the bottom of the footer of the site and select from the list of shipping destinations.

You may only ship to one address per online order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders online, for each address.

We offer standard shipping on all online orders.

UK online orders placed will be processed and delivered within 3-5 days of your order being received, (excl. weekeds and bank holidays) for all regions.

Online orders placed outside of the UK will be processed and delivered within 3-5 days, (excl. weekends and bank holidays) for all regions.

For further details on delivery costs, please visit our Shipping Information section HERE.

All items are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box. All issues with parcels received including missing, defective items etc are required to be reported online Customer Service within 24hr of receiving the delivery.

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

Once an online order is placed, we are unable to redirect orders to a different address for security purposes. Therefore, please ensure you provide a suitable shipping address for the specified delivery times. Alternatively – You can contact the carrier provider directly for further assistance should you be unavailable to receive your delivery as scheduled.

It is not possible to combine online orders or add items to an existing online order.

We accept Visa, MasterCard, American Express, MasterCard Debit, Switch/Maestro, Visa Delta payments and PayPal.

After you place your order, you will be sent an email confirming that it has been received.

CREDIT CARD AND DEBIT PAYMENTS

Your card will only be debited at the time of shipment if using a credit card as purchasing payment method. In the rare instance that any of the items you have ordered are not available, you will receive an email confirming the item cancelled. We will only charge your credit card for the value of the items in stock.

PAYPAL PAYMENTS

Your card will only be debited at the time of order acknowledgment if using PayPal as a purchasing payment method. In the rare instance that any of the items you have ordered are not available, you will receive an email confirming the item cancelled and refund issued for the value of the items unavailable.

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

We aim to ship all orders within 3-5 days.

UK online orders will be processed and delivered within 3-5 days of your order being received, (excl. weekends and bank holidays) for all regions.

Online orders placed outside of the UK will be delivered within 3-5 days, (excl. weekends and bank holidays) for all regions.

An order confirmation email will be sent to notify you that your order has been received. Estimated delivery times are to only be used as a reference, and we are not responsible for any delay caused by credit card payment authorization or delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders. Please note we do not ship orders on holidays, bank holidays or weekends.

The items presented are packaged and delivered with an external unbranded Havana cardboard box. All our Jewellery pieces will come packaged with a Vivienne Westwood pouch with a branded jewellery box. Limited edition jewellery items may have alternative packaging which will be stated in the product details.

If an item is missing from your delivery, please contact our Customer Service Team within 24hrs of receiving your order using the online contact web form HERE, or by emailing customer.service@viviennewestwood.com.

Please be aware that you are required to keep exterior packaging and all inside content for investigation, photographic information may be required to support.

To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area HERE.

Please note that Vivienne Westwood online boutique does not accept returns of earrings, swim wear, underwear, or perfume.

We will refund unworn items within 30 working days from the date of delivery except for earrings, underwear, and perfume for hygiene purposes.

We are unable to accept returns received without original packaging and original swing tags attached. Shoe boxes must be protected and returned to us in an undamaged state, damage to the box may deem the item non-refundable. For further details, please visit our Returns  section HERE.

Unfortunately, we are not currently able to accept online returns or exchanges at any other Vivienne Westwood boutiques. We do not offer exchanges for online purchases. All online returns must be returned to the online boutique, please visit our Returns and Refunds section HERE for more information.

If you have received the incorrect item, please accept our sincere apologies for the inconvenience caused. Please contact our Customer Service team within 24 hrs of receiving your order using the online contact web form HERE, or by emailing customer.service@viviennewestwood.com. We will then request that you return your incorrect order for a full refund.

We are the official online boutique for Vivienne Westwood and therefore are part of the Vivienne Westwood Group. We guarantee that all items sold on our site are authentic Vivienne Westwood products. We may not stock every item in the Vivienne Westwood collection, in this case you may wish to make a purchase through another online retailer. If you are at all unsure about whether the retailer you wish to purchase from is genuine, please contact our Customer Service team using the online contact web form HERE, or by emailing customer.service@viviennewestwood.com.

In-store Gift Vouchers and Credit Notes that have been issued by Vivienne Westwood Ltd boutiques can currently be redeemed at the following outlets (Please note, we do not currently accept In-Store Gift Vouchers or Credit Notes online):

• 18 Conduit Street, LONDON, W1S 2YL, +44 (0) 207 478 2060
• 44 Conduit Street, LONDON, W1S 2YL, +44 (0) 207 439 1109

• 6 Davis Street, LONDON, W1Y 1LJ, +44 (0) 207 629 3757

• 430 Kings Road, LONDON, SW10 0LJ, +44 (0) 207 352 6551

• 55-57 The Hayes, St David's (LG89/90), CARDIFF, CF10 1GA, +44 (0) 292 115 6729

• 43-44 Princess Square, GLASGOW, GI 3JN, +44 (0) 141 222 2643

• 15/17 County Arcade, LEEDS, LS1 6BW, +44 (0) 113 245 6403

• 8 Matthew Street, LIVERPOOL, L2 6RE, +44 (0) 151 227 2700

• 47 Spring Gardens, MANCHESTER, M2 2BG, +44 (0) 161 835 2121

• 1 Hood Street, NEWCASTLE, NE1 6JQ, +44 (0) 191 260 5220

• 12 Flying Horse Mail, NOTTINGHAM, NG1 2HN, +44 (0) 115 941 7300

Please be assured that your personal information on the Vivienne Westwood Online Boutique is kept private and confidential. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, and credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section HERE.

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and your previous purchases, and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually, you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit the Vivienne Westwood Online Boutique. Your name will appear in a welcome message at the top left-hand corner of the website.