Refund policy

We want you to love every piece you order from Vivi & Mary. If something isn't quite right, this policy explains how returns, exchanges and refunds work.

1. Returns – 30-Day Window

You can return any item within 30 days of the date it was delivered to you. To be accepted, items must be unworn, unwashed and in the same condition you received them, with all original tags still attached and in the original packaging. Returns are made by post. To start a return, email support@viviandmary.com with your order number and the item(s) you'd like to return. We will reply within 1 business day with the return address and instructions. Please contact us before sending your item, so we can match your parcel to your order and process your refund quickly.

At a glance:

  • Return window: 30 days from delivery
  • Condition: new, unworn, with original tags attached
  • Return method: by post
  • Return shipping: paid by the customer, usually between £16 and £30 (free if the item is faulty, damaged or incorrect)
  • Restocking fee: none
  • Refund: full item price to your original payment method within 10 business days of receiving your return

2. Damaged, Faulty or Incorrect Items

If your item arrives damaged, has a defect or is not what you ordered, please email us a photo within 48 hours of delivery. We will offer a free replacement, a repair or a full refund, in line with your rights under the Consumer Rights Act 2015. You won't pay anything to return a damaged, faulty or incorrect item.

3. Return Shipping Costs

For change-of-mind returns, the cost of sending the item back is paid by you. Returns are sent to our fulfilment center in China, and return shipping usually costs between £16 and £30, depending on the carrier and the weight of your parcel. If the item is faulty, damaged or was sent to you by mistake, we cover the return costs. We recommend using a tracked shipping service and keeping your proof of postage, as we cannot be responsible for returns that are lost on the way back to us.

4. Items We Cannot Accept

For hygiene and fairness reasons, we cannot accept returns of:

  • items that have been worn outside, washed or altered;
  • items with removed or damaged tags;
  • items with stains, perfume, make-up or pet hair;
  • items marked as final sale at the time of purchase.

5. Exchanges

Need a different size or colour? Within 30 days of delivery you can request an exchange for an unworn item. The quickest way to get the right size is to return the original item for a refund and place a new order for the size you need, so it isn't sold out by the time your return arrives.

6. Right to Cancel – 14 Days

Under the UK Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. After telling us you wish to cancel, you have a further 14 days to send the item(s) back. Our 30-day return window gives you extra time on top of this legal right.

7. Refunds

Once your return has arrived and has been inspected, we will let you know whether your refund is approved. Approved refunds are made to your original payment method within 10 business days of receiving your return. We refund the full price you paid for the item; we do not charge a restocking fee. Depending on your bank or card provider, it may take a few extra days to appear. If you have not received your refund after 15 business days, please get in touch.

8. Contact & Company Details

Trade name: Vivi & Mary
Company name: AE Online Retail
Business Address: Patrijslaan 22, Oosterhout, Noord-Brabant, 4901 AT, the Netherlands

Fulfilment center: Kungfubuy, Jinfu 2nd Road No. 49, Building 9, 4th Floor, Liaobu Town, Dongguan, Guangdong, 523000, China


Chamber of Commerce: 96831200
VAT number: NL005231479B77

Email: support@viviandmary.com
Phone: +44 20 8040 5015

Customer Service Hours:
Monday to Friday: 9am - 6pm (UK time)
Saturday and Sunday: Closed

We usually reply within 24 hours on working days.

You can also reach us through our contact page: https://viviandmary.com/pages/contact-us

Return Address:
Approved returns are sent to our fulfilment center at the address below. Please contact us before sending your item, so we can approve your return and match your parcel to your order.

Recipient: Kungfubuy
Phone: +86 13302615887
Address: Jinfu 2nd Road No. 49, Building 9, 4th Floor, Liaobu Town
City: Dongguan
Province: Guangdong
ZIP Code: 523000
Country: China

Our business address in the Netherlands is not a returns address.