Refund & Returns Overview Ireland
IF YOU HAVE RESIDENCE OUTSIDE ITALY, PLEASE CAREFULLY CHECK THE LOCALIZATION SECTION AT THE BOTTOM OF THIS POLICY TO VERIFY IF ANY DISCREPANCIES TO THE ABOVE-MENTIONED TIMINGS SHALL APPLY IN ACCORDANCE WITH YOUR COUNTRY OF RESIDENCE CONSUMER PROTECTION REGULATIONS.
1. GENERAL INFORMATION
Vivienne Westwood Limited and/or Vivienne Westwood S.r.l. (the "Vendor") aims to guarantee your full satisfaction. If for any reason you are not satisfied with your order (“Order”), you may exercise your right of withdrawal from the sales agreement concluded with the Vendor (“Contract”) within a time period of 14 (fourteen) days following receipt of the product (“Product”), without the need to provide a reason for your decision or to pay penalties, if the conditions set out by this return and refund policy (“Return Policy”) are fulfilled.
This period starts:
1. in the case of a single Product, on the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the Products;
2. in the case of multiple Products ordered by you in one Order and delivered separately, on the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the last Product;
3. in the case of delivery of a Product consisting of multiple lots or pieces, the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the last lot or piece.
To exercise the right of withdrawal, you must return the Products within 30 (thirty) days from the written notification to the Vendor of the decision to withdraw from the Contract in which you expressly declare wishing to return the Products purchased. This communication can be submitted by post with acknowledgement of receipt to the following addresses:
- For Products sold by Vivienne Westwood Limited: 9-15 Elcho Street, London SW11 4AU, United Kingdom
- For Products sold by Vivienne Westwood S.r.l.: Corso Venezia, 25, 20121, Milan, Italy
The communication can also be sent via email (upon the condition that it is confirmed with acknowledgement of receipt email from the Vendor within the following 48 (fourty eight) hours to the following address:
- For Products sold by Vivienne Westwood Limited: customer.service@viviennewestwood.com
- For Products sold by Vivienne Westwood S.r.l.: customer.service@viviennewestwood.com
You can find here below a model of withdrawal form (“Withdrawal Form”). Please note that it is not mandatory to use this form, you can create a different one or freely write your will to withdraw.
You can exercise this withdrawal right by any means feasible.
Please contact Customer Service here for all requests on the Withdrawal Form to exercise your right of withdrawal.
WITHDRAWAL FORM
(Please complete and return this form only if you wish to withdraw from the contract)
To _______________________________[please select the Vendor]:
o Vivienne Westwood Limited, with registered office at Westwood Studios, 9-15 Elcho Street, London SW11 4AU, United Kingdom, e-mail customer.service@viviennewetwood.com
(for: Jewellery, Bridal Couture, Shoes WE)
or
o Vivienne Westwood S.r.l., with registered offices at Corso Venezia 25, 20121, Milan, Italy, e.mail customer.service@viviennewestwood.com (for: bags, shoes, accessories, underwear, Main Line, Andreas Kronthaler)
You can understand the Vendor from the Order Confirmation email submitted by VW and from the type of Product(s) you have purchased.
Depending on the selected Vendor, please return the Product to the following addresses:
• For all UK online orders sold by Vivienne Westwood Limited - returned Products must be shipped to:
BLECKMANN LIFESTYLE AND LOGISTICS
MPN1
Westland Way, Magna Park
Lutterworth
LE17
4UE
United Kingdom
• For all ROW (outside of the UK) online orders sold by Vivienne Westwood S.r.l. - returned Products must be shipped to:
VIVIENNE WESTWOOD S.r.l.
c/o GXO
Strada Complanare Torino Svizzera 21 – (VC)
Carisio, 13040
Italy
I hereby give notice of my intention to withdraw from my contract of sale referring to the following Order(s):
Order(s) number: _________________________________________________________________________
Order(s) submitted on:_____________________________________________________________________
Product(s) received on: ____________________________________________________________________
Full Name of the purchaser: _________________________________________________________________
Address of the purchaser: __________________________________________________________________
Signature of the purchaser: _________________________________________________________________
Place, Date: __________________
For any returns under the framework of the right of withdrawal, the procedure detailed below under Clause 2 must be fully complied with.
The consumer is exclusively responsible for the risks and costs associated with returns.
Products must be returned in accordance with the measures indicated in this Return Policy and in the the FAQs Clause. Please help us save the environment from unnecessary carbon emissions by reducing the amount of returns made. If you have any uncertainties around your purchase, please contact our Customer Service team who would be happy to help you and guide you through our Product range and size guide.
2. HOW TO RETURN A PRODUCT
2.1 Please note that we do not accept returns of perfume, earrings, 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.
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
- 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).
5. REFUND
5.1 After the Vendor has received the returned Products and checked that all the requirements have been met, you will receive an e-mail confirming acceptance of your request (“Refund Confirmation”). Once your return parcel is received into our warehouse hub the returned Product will be verified by our Quality Control teams.
5.2. If you returned the Product as per your right to withdraw, the refund will be made without undue delay and at the latest within (fourteen) 14 days from the date on which you informed the Vendor of your decision to withdraw in accordance with the provisions of Clause 7.1 of our Terms and Conditions of Sale . The Vendor may however defer reimbursement until the Products are recovered or until the consumer has provided proof of the dispatch of these Products, the date chosen being that of the first of these events. If you have expressly opted for a method of delivery other than the cheapest standard delivery offered by us, you are not entitled to reimbursement of the additional costs incurred by you as a result.
5.3 Accepted return parcels received by our warehouse hub will have an RMA (Return merchandise authorization) generated by our Customer Services team.
5.4 Any refunds will be made using the same means of payment as used by you for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such refund.
5.5 The timescale for refunding the amount you paid for purchasing the returned Products depends on the payment type used:
5.6. CREDIT CARD PAYMENT: The refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank.
Remember that the value date for the credit will coincide with the date of the original payment; therefore, you will not suffer any interest loss.
For orders cancelled prior to shipment, the refund will be made within 3 (three) working days of the acceptance of the request.
5.7. PAYPAL PAYMENT: The refund will be visible on your PayPal account within 14 (fourteen) days of receiving the email confirming the refund. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.
For orders cancelled prior to shipment, the refund will be made within 3 (three)working days of the acceptance of the request.
5.8 If your order has been shipped outside EU, UK any local taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.
6. RETURN OF WRONG, DAMAGED AND DEFECTIVE PRODUCTS
6.1. We are under a legal duty to supply Products that are in conformity with the Orders placed and the applicable legislation and regulations where necessary. Nothing in these terms will affect your legal rights to return faulty Products. If you return a Product that is faulty, the shipping costs will be refunded.
6.2. Shall you return a Product due to an error ascribable to the Vendor, or because it is damaged or defective, you must inform VW within:
A) 48 (forty-eight) hours of delivery (please note, if you do not report the fault within this time frame your legal rights set out below will remain unaffected):
B) you must report any defect up to 30 (thirty) days: if your Products are deemed to be faulty and the authorised returns process specified above under Clause 2 is fulfilled, then you can get an immediate refund.
C): up to 1 (one) year: if the Products are faulty or not fit for purpose and the fault appears within the first 12 (twelve) months after receipt of the Products, it is automatically assumed the fault was there when you bought it. This means you do not have to prove anything. Under the Consumer Rights Act 2022 if a Product is faulty or not fit for purpose, you can:
• Ask for the Product to be repaired or replaced
• End the contract and get a refund
• Ask for a price reduction
You can decide which of the remedies above you would prefer unless it is not possible or too expensive for us to repair or replace the Product, and in such cases you will have the right to either a price reduction or refund. Once we have received the faulty Product, we will carry out a thorough investigation and contact you with our outcome. After 12 (twelve) months from the date of receipt of the Products, you will be obliged to provide sufficient proof that the fault would have existed when the Products were delivered to you
6.3. You must return the wrong, damaged or defective goods in the same condition in which they were delivered to you.
6.4. VW performs checks of all returned Products as wrong, damaged or defective in accordance with the procedure set forth under this Clause 6. Upon approval by VW, Products returned by you because they are wrong, damaged or defective shall be refunded in full, including the costs of delivery and return (in accordance with the procedure specified in Clause 5 above), and you shall be duly notified of the refund via a Refund Confirmation e-mail within a reasonable term.
6.5. If you have any questions or complaints about the Product, please contact our Customer Service Team or through our Contact Us page here.
7. IDENTIFICATION TAG
7.1. We remind you that all Products sold by the Vendor are endowed with an attached identification tag with a disposable seal which is an integral part of them. Please try on the Products without removing the tag and the seal. Products returned without the tag and the seal will not be accepted by VW.
8. APPLICABLE LAWS
8.1. This Return Policy constitutes an integral part of the Vendor’s Terms and Conditions of Sale and is governed by Italian applicable laws on consumer protection, provided the imperative adoption of other applicable laws on consumer protection if more favourable for the consumer.
Last update: February 2024