FAQS
For regular (non-preorder) items, you may choose from the following payment methods:
- Credit card (Visa, MasterCard, American Express, MasterCard, JCB)
- Cash On Delivery (COD)
- Pay later (Paidy)
Please note that we cannot change the payment method after your order is completed.
Shopping bags are not included with purchases. However, one paper shopping bag is included when you select the “Gift Wrapping” option.
We are unable to change the colour, size, or exchange an item for another item of the same price after your order is completed. If you wish to change your order, please cancel it within the cancellation period and place a new order. For details on cancelling an order, please click here.
Please note that:
- We cannot accommodate changes after the cancellation period has passed.
- Your desired item may no longer be available when you reorder.
We cannot change the delivery address or scheduled delivery date/time after an order is completed. For preorder items, delivery date/time selection is not available.
Due to privacy protection, Customer Service cannot process changes on your behalf.
If you need to change delivery details after shipment, please do so through Yamato Transport’s website. Your tracking number is included in the shipment confirmation email.
The tracking number (inquiry number) can be found in the email sent on the shipping date.
If no delivery date is specified, your order will be shipped in between 1 and 4 business days after the order date. If you choose a delivery date, you may select a date between 5 and 9 days after the order date. Customer Service cannot expedite shipment. Click here for details on shipping fees.
To check your delivery status, please use Yamato Transport’s tracking system with your tracking number. The tracking number is included in the “Shipment Confirmation” email. If the tracking page shows “Number Not Registered,” the status may take several hours to one day to appear, so please check again later.
about:blankYamato Transport Tracking Page: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko
If the delivery is made when you are not at home, a "Notice of Absence" will be placed in your mailbox. Please check the "Notice of Absence" and follow the procedure. Please note that the package will be stored for 7 days from the date the "Notice of Absence" was first placed in your mailbox (the storage period will be stated on the "Notice of Absence"). Please note that the package will be returned if the storage period expires.
Only one delivery address can be specified per order. If you need to send items to multiple addresses or send gifts, please place separate orders.
We do not offer international shipping. Thank you for your understanding.
This website is the official Vivienne Westwood Japan online store. All products sold here are guaranteed to be authentic. We cannot authenticate or verify items purchased outside of our official stores.
Restock timing varies by product, and we are unable to provide details. If you register for “Restock Notification,” we will email you when the item becomes available again. Some items may not be restocked.
Regarding Repairs for Items Purchased from this website.
For inquiries regarding repairs of products purchased from this website, please contact us via the "Inquiry Form" with the following information:
• Your name
• Order number
• Product name requiring repair
• Details of the repair needed
• Whether you have the warranty certificate (proof of purchase)
Alternatively, you may contact us at the following email address:
Contact: info@jp.viviennewestwood.com
Regarding Repairs for Items Purchased In-Store
For products purchased at physical stores or overseas, repair services are generally handled by the store where the item was purchased. Please contact the store listed on your warranty certificate or proof of purchase directly.
Q. Can I purchase only one side of a pair of earrings?
A. No, earrings for both ears are sold as a set. Single earrings are not available.
Q. I lost the back (catch) of my earring. Can I buy a replacement part?
A. No, replacement parts are not sold separately.
Q. Can rings or necklaces be resized?
A. No, resizing is not available as it would alter the design.
Q. My lighter won’t ignite even after refilling it. What should I do?
A. The lighter may not necessarily be defective. Please check the following:
- Verify that gas is filled by gently pressing the valve with a thin tool.
- After refilling, allow the lighter to return to room temperature.
- Ensure the flame adjustment screw is not fully turned to the “–” position.
- Check whether the flint is worn down and replace if needed.
- Clean the striker wheel with a brush if it is worn or clogged.
Please check the FAQs before contacting us. If your issue is not resolved, please contact us using the form below. For defective or incorrect items, please submit an inquiry from “My Account” → “Order History” with all required details. Inquiries received outside business hours will be answered on the next business day. Customer Service Hours: 10:00–18:00 (excluding year-end holidays). Click here to contact us using the online contact web form HERE, or by emailing info@jp.viviennewestwood.com.
This page is provided in English, in accordance with your chosen language settings. In order to ensure accurate communication and maintain service quality, please kindly note that our customer service for this Online Shop is currently available in Japanese only. The English version of this page is provided for reference purposes only and in accordance with your preference. In the event of any discrepancy or misunderstanding, the Japanese version shall prevail. We appreciate your understanding.