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Returns and Refunds
TLG Services Ltd. (the "Vendor") aims to guarantee your full satisfaction. If for any reason you are not satisfied with your order, you may exercise your right to return purchased products within 15 working days from the date on which you received them from www.viviennewestwood.com.
You can generate your RAN within 15 days from the date of delivery of your items, and ship your return within 15 days from the creation date of the RAN. You can ship items exclusively from the country they were sent.
Return the item in its original condition: if the item you return does not match its original condition, we reserve the right to reject the refund and the item will be returned to you. If you return an item that is faulty, the shipping costs will be refunded.
Items must be returned in their original packaging with the swing tags attached.
Vivienne Westwood Ltd does not take responsibility for damage that occurs during the return process; please ensure that the goods are well protected when returned to us.
Shoe boxes are considered an intrinsic part to the product and in particular should be protected and returned undamaged. Damage to the box will render the goods ineligible for refund.
It is possible to make a return and get a refund, both in the case of damaged products or if the items did not meet your needs, regardless of their quality (for example: wrong size).
Please note that we do not accept returns of perfume, earrings, swimwear or underwear for hygienic reasons. This does not affect your statutory rights.
Vivienne Westwood Ltd is not able to accept responsibility for returns lost in transit and therefore we recommend all returns are sent by recorded delivery. It is advisable to obtain a proof of postage if using the Post Office.
Please note that all refunds and exchanges for online purchases can only be made through our website. Goods bought via the online store cannot be returned to any other Vivienne Westwood store.
If you have met all the conditions requested, the Vendor will refund you the price of the products purchased. You will be notified if the returned products cannot be accepted due to failure to comply with the conditions set out above. In this case, you may choose to have the products returned to you at your own expense. If you refuse this delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.
Our Customer Service is always available to answer any question regarding your orders, returns or refunds. Send us an email with your doubts and questions: we will be happy to assist you.
How to return a item
1. Create your RAN
Create your Return Authorization Number by clicking here. The RAN will be used to complete the Return Invoice Form.
2. Fill in the return invoice
Complete the Return Invoice that you will find in the package, specify the number of items you would like to return and the Return Authorization Number (RAN). If you can not find it, download a copy by clicking here
3. Prepare the package
Put the items that you wish to return and the return form in the package. For returns from non-EU countries, complete 4 copies of the return form: 1 copy must be placed inside the package and the other 3 handed to the courier.
Stick the pre-printed adhesive labels on the outside of the package.
4. Shipping for return
Returns can be sent through the courier recommended by the Vendor, using the pre-printed label and following the instructions enclosed in the package. This method allows the Vendor to pay for the delivery on your behalf, withholding the cost of the delivery of the products to your home from the refund. Please, arrange the collection of your return following the instructions according to the courier. You can find this information on the return label.
UPS: Contact UPS and arrange an appointment for the collection of your return. You can contact UPS via telephone by calling the UPS centre dedicated to your country at the following link.
DHL: Take the package to the nearest post office.
OTHER COURIERS: You can choose another courier you trust, but in this case, the return shipping costs will not be reimbursed. Please keep in mind that the choice of courier can slow down the return process and the resulting refund.
Note: at the time of the call, it is important to specify that the shipping costs will be accepted by the recipient. When you call, remember to provide the courier with our client code which is indicated on the return sheet, with which the shipping costs will be charged.
If you decide to use a different courier to the one indicated by the Vendor, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport.
Vivienne Westwood Ltd
Unit 3, Avro House
The returned items must be picked up by the courier within fifteen (15) days from the date when you submitted the return authorization form.
After the Vendor has received the returned products and checked that all the requirements have been met, you will receive an email confirming acceptance. Whatever the form of payment you used (credit/debit card or cash on delivery), the refund procedure will start as soon as possible, at least within fourteen (14) days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
The refund method will follow the payment method:
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;
PAYPAL PAYMENT: the refund will be visible on your PayPal account within 48 hours of receiving the email confirming the refund. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.
Payment by alternative methods (e.g. SofortBanking, Giropay, Quiwi wallet - if available): the amount will be refunded using the method offered by the specific payment method. Contact us at firstname.lastname@example.org for further information on specific payment methods.
Cash on delivery (if available): you will be refunded the amount you paid for the products returned to the current account you indicate; the time needed for refunding, therefore, depends on the correctness of the information you provide; normally refunds take place within fourteen (14) days. Please remember that you will need to have a bank account in order to receive a refund for an order paid in cash on delivery.
You will receive your refund within 14 working days from the start of the return process at the warehouse and you will receive an e-mail notification. For orders cancelled prior to shipment, the refund will be made within 3 working days of the acceptance of the request.
If your order has been shipped outside of the EU, the taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.
6. Faulty items purchased more than 3 months previously
If any of your items become faulty as a result of a manufacturing quality issue despite being cared for correctly, you may return it for either a full refund or an online credit. Once we have received the faulty item, we will carry out a thorough investigation and contact you with our outcome. Unfortunately we are unable to offer a refund if it has been more than 3 months since the item was originally purchased. Please contact our Customer Service Team either by emailing email@example.com or calling +44 161 696 8371 (UK), +44 1844 399461 (ROW) to discuss in more detail and to arrange your return with them.