FAQ
Shipping & Returns – Vivian & Rose Vancouver
Shipping Information
Processing Time
All orders are carefully processed within 24 hours after purchase.
Once shipped, delivery typically takes 7–14 business days, depending on your location within Canada and carrier performance.
You’ll receive a shipping confirmation email with your tracking number as soon as your order is dispatched.
Shipping Address Changes
Address changes are possible within 24 hours of placing your order.
After this period, modifications cannot be guaranteed once fulfillment begins.
Order Tracking
You can track your order at any time via our Track Order page using your order number and email or tracking code.
Please note that it’s normal for tracking to show “Info received” until the carrier scans your shipment.
Shipping Fees
We offer free premium shipping on all orders across Canada — no minimum purchase required.
Shipping Area
We currently ship within Canada only.
Missed Delivery
If you’re not available at the time of delivery, your local carrier will leave instructions for redelivery or pickup.
Lost or Delayed Packages
If your package appears lost or significantly delayed, please contact us at info@vivianrosevancouver.com.
If the shipping address entered at checkout was correct, we will arrange a replacement at no additional cost.
Returns & Exchanges
Return Policy
Returns are accepted within 30 days of delivery.
Items must be unused, in original packaging, and in the same condition as received.
For full details, please refer to our Refund Policy.
How to Start a Return
Email info@vivianrosevancouver.com with your order number and the item(s) you wish to return.
Our support team will guide you through the next steps.
Refund Timeline
Refunds are processed within 5–10 business days after your return has been received and inspected.
Shipping costs and import-related charges are non-refundable.
Exchanges
Exchanges for a different size or colour are possible, subject to availability.
Sizing & Product Information
Choosing the Right Size
Each product page includes a detailed size chart.
Our garments are designed to fit true to size unless otherwise stated.
Between Sizes?
We recommend choosing the larger size for a more relaxed, comfortable fit.
Garment Care
Please follow the care instructions inside each item to maintain quality, texture, and colour.
Payments
Accepted Payment Methods
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Secure Checkout
All payments are fully encrypted and processed using secure SSL technology.
Cash on Delivery
Not available. All orders must be paid online at checkout.
Order Changes & Cancellations
Order Cancellation
Once an order is confirmed, it cannot be cancelled.
You may, however, return the item after delivery in accordance with our return policy.
Order Modifications
Changes can be requested within 24 hours after placing your order.
After this period, fulfillment begins and changes may no longer be possible.
Other Questions
Wrong Item Received?
Please contact info@vivianrosevancouver.com immediately. We’ll arrange a fast replacement.
Gift Cards
Currently not available.
Pre-Orders
We do not offer pre-orders. You can subscribe to restock notifications on product pages.
Multiple Packages
Some orders may arrive in separate shipments to ensure faster delivery.
Tracking Updates
Tracking information may update only after the carrier scans the package — this is completely normal.
Prices in Packaging
Invoices or prices are not included in packages, making all orders gift-friendly.
Delivery Dates
Exact delivery dates cannot be guaranteed, but most orders arrive within the estimated timeframe.
Order Confirmation
You’ll receive an order confirmation email immediately after checkout.
Didn’t receive it? Please check your spam or promotions folder, or contact us.
Store Information
Trade name: Vivian & Rose Vancouver
Business address: Vijandtstraat, Hoorn, North Holland, Netherlands
VAT number: available upon request
Customer service email: info@vivianrosevancouver.com