Return & Refund Policy
Return & Refund Policy – Vivian & Rose Vancouver
At Vivian & Rose Vancouver, we want you to shop with confidence and clarity.
This Return & Refund Policy outlines our return conditions in a transparent and fair way, so you always know where you stand.
1. Return Eligibility
Returns may be requested only after your order has been delivered.
A return request must be submitted within 15 days of delivery.
Once approved, you will have an additional 15 days to ship the item back.
All returns must be sent to the original fulfillment location, which may be located outside Canada (supplier facility in China).
Return shipping costs, including international courier fees, customs duties, and any related charges, are the responsibility of the customer.
Returned items must be unused, unwashed, undamaged, and returned in their original packaging with all tags attached.
Trying on an item for fit is permitted; wearing beyond fitting purposes is not.
Orders placed with the intention of returning multiple sizes are not permitted.
2. Final Sale Items
Items marked as Final Sale, Clearance, or Discounted are not eligible for returns, exchanges, or refunds.
In exceptional cases, store credit may be offered at our discretion.
3. Restocking Fee
A $25 restocking fee per item applies to all approved returns.
This fee covers inspection, processing, and reintegration into our inventory system.
4. Refunds on Eligible Returns
Eligible returns that meet all conditions qualify for a full product refund.
Original shipping fees and restocking fees are non-refundable.
5. Return Shipping Costs
All costs associated with returning an item — including international shipping, customs duties, and courier fees — are borne entirely by the customer.
These costs are not reimbursed under any circumstances.
6. Return Timeline
• Up to 15 days to request a return after delivery
• Up to 15 days to ship the item back once approved
The total return window is 30 days from receipt.
Returns requested or shipped after this period cannot be accepted.
7. Defective or Damaged Items
If your item arrives defective or damaged due to a manufacturing issue, we will offer a replacement or full refund.
Please contact us within 7 days of delivery and include clear photos showing the issue so we can assist you promptly.
8. How to Start a Return
To initiate a return:
Email info@vivianrosevancouver.com within 15 days of receiving your order.
Include your order number, reason for return, and photos if applicable.
You will receive the official return address of our fulfillment partner.
Ship the item using a trackable shipping method.
Please note: we cannot be held responsible for lost return shipments without confirmed proof of delivery.
9. Refund Processing
Once your return has been received and approved, refunds are processed within 15 business days.
Refunds are issued to the original payment method used at checkout.
Applicable restocking or processing fees will be deducted.
10. Customer Responsibility & Liability
Vivian & Rose Vancouver is not liable for lost return shipments once delivery to the provided return address is confirmed.
Customers are responsible for providing complete and accurate shipping information.
Address corrections must be requested within 24 hours of placing an order.
11. Contact
For questions regarding returns or refunds, please contact us at:
📧 info@vivianrosevancouver.com
Store Information
Vivian & Rose Vancouver
Business address: Vijandtstraat, Hoorn, North Holland, Netherlands
VAT number: available upon request