Refund policy

1、Return & Exchange Policy

The valid period for return and exchange applications is 30 days starting from the date you receive the parcel. Customized items cannot be returned.

If your received goods are damaged, wrong item sent or missing accessories, please get in touch with our support team right away so we can solve your problem promptly.

To speed up your return or exchange application, kindly email our customer service and attach your order number, personal contact details, along with photos or videos showing product flaws, damage or missing parts when necessary. 

Please note: All final sale products are handmade goods, so subtle differences between the actual product and online pictures are inevitable. Please consider this before purchasing.

2、How to return

Before sending items back, please email us to acquire official return guidelines and the designated receiving warehouse address. All refund returns have to be approved by vivzie support within 30 days upon delivery. Our official contact mailbox is service@vivzie.com.

Products must be returned with the original package and in resalable condition without stains, scratches or man-made damage. Our finance department will initiate the refund procedure immediately after our warehouse inspects and confirms the returned merchandise.

3、Refund Instructions

Once we receive and inspect your returned package, we will send an email notification to confirm receipt and inform you whether your refund application is approved. Upon approval, the fund will be returned to your original payment account (credit card, debit card or payment platform) within several business days automatically.

For returns caused by personal reasons including improper size selection, change of mind, ordering multiple items for trial use while keeping only part of them, the buyer shall bear both outbound and return shipping fees. Meanwhile, a restocking fee ranging from 20% to 50% of the product price will be deducted according to specific situations.

While fit issues are generally not our responsibility, we may contribute up to 20% of the item price toward local alteration costs.

The following cannot be returned/rushed orders, insurance, virtual products, tips, lingerie, color swatches, disposable items.

Our shipping fees are subsidized. In case of a refund, actual shipping, packaging, and labor costs will be deducted.

4、Delayed or Missing Refund

If you haven't received your refund, first check with your bank/card company. Then contact us at service@vivzie.com if needed.

5、Exchanges

We only exchange items that arrive damaged or defective. If you want to request an exchange, contact service@vivzie.com within 30 days of purchase.

6、Gifts

If the item was a gift sent directly to you, you will receive a gift credit upon return. Otherwise, the refund will be issued to the original purchaser.

7、Contact Information

Email: service@vivzie.com