At Vivienne Westwood Store, we are dedicated to ensuring your complete satisfaction with every purchase of our exquisite jewellery. We understand that sometimes a piece may not perfectly meet your expectations. Our Returns & Exchanges policy is designed to be as elegant and straightforward as our collections, allowing you to shop with confidence and peace of mind.

Returns & Exchanges Timeframe

We gladly accept returns and exchanges for eligible items within 15 days of you receiving your order.

Conditions for Returns & Exchanges

  • Items must be returned in their original, unworn, and pristine condition, exactly as they were delivered.
  • All original tags, certificates (e.g., diamond certification), and presentation boxes must be included and undamaged.
  • The item must be securely repackaged in its original packaging to prevent damage during transit.
Please Note: To maintain the integrity and hygiene of our personal luxury goods, certain items are non-returnable for health and safety reasons unless they are faulty. Based on the nature of our products, this includes:
  • Bridal Jewellery: Due to the highly personal nature of these pieces.
  • Earrings for pierced ears: For clear hygiene reasons, these cannot be returned or exchanged unless faulty.

How to Initiate a Return or Exchange

To ensure your return is processed smoothly and efficiently, please follow these steps:

  1. Contact Us: Within the 15-day window, please email our customer service team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you promptly.
  2. Wait for Instructions: We will respond within 2 business days with a Returns Authorisation number and detailed instructions on where to send your parcel. Please do not send any items back without this authorisation.
  3. Ship the Item: Carefully package the item(s) as described in the conditions above and ship them to the address we provide. We recommend using a tracked and insured delivery service, as you are responsible for the parcel until it reaches us.
  4. Processing: Once we receive and inspect your returned item (processing takes approximately 3-5 business days after arrival), we will notify you via email about the status of your refund or exchange.

Return Shipping Costs

Unless the return is due to an error on our part or a faulty item, the customer is responsible for the return shipping costs. These costs are non-refundable.

Refunds

Upon approval of your return:

  • Timing: Refunds will be processed within 7 business days of us approving the return.
  • Method: The refund will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please note that depending on your bank or card issuer, it may take additional time for the refund to be fully reflected in your account.
  • Amount: The refund will be for the cost of the returned item(s). Original shipping fees are non-refundable.

Exchanges

If you wish to exchange an item for a different size or style, please indicate this in your initial email. Exchanges are subject to product availability. We will process the exchange once the original item is received and inspected. If the desired exchange item is of a higher value, you will be invoiced for the difference. If it is of lower value, we will refund the difference.

Faulty or Incorrect Items

In the rare event that you receive a faulty or incorrect item, please contact us immediately at [email protected]. We will apologise for the error and arrange for a prepaid shipping label for you to return the item to us. We will then dispatch the correct or replacement item at no extra cost to you, or process a full refund, including any shipping charges.

Returns & Exchanges Request Email Template

Please copy and paste the template below into an email and send it to [email protected] to initiate your request.

Subject: Returns/Exchanges Request – Order #[Your Order Number] Dear Vivienne Westwood Store Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email address used to place the order] Item to be returned/exchanged: [Product Name and SKU if available] Reason for return/exchange: [Please provide details] [For exchanges only:] I would like to exchange this for: [Product Name and SKU if available] I confirm that the item is in its original, unworn condition with all tags and packaging intact. I look forward to receiving further instructions. Kind regards, [Your Full Name] [Your Phone Number (optional)]

Thank you for choosing Vivienne Westwood Store. We are here to ensure your experience with us is nothing short of exceptional.

The Vivienne Westwood Store Team
[email protected]