At Vivienne & Grace, we are committed to ensuring that you are completely satisfied with your purchase. Our Return and Refund Policy is designed to make the return process simple, transparent, and convenient.
Returns
Eligibility for Returns
To be eligible for a return:
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Items must be returned within 90 days from the delivery date.
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Products must be unused, unworn, unopened, and in their original packaging with all tags and accessories included.
- Items that do not meet these conditions may not be accepted for return.
The following items are not eligible for return:
- Perishable goods
- Custom or personalized products
- Final sale or clearance items
- Gift cards
Please check the individual product description for any specific return conditions.
How to Initiate a Return
To request a return:
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Contact our customer support team at:
Email: help@vivienneandgrace.com
Phone: +1 (877) 261 2400
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Provide the following information:
- Order number
- Reason for return
- Photos of the product (if the item is damaged or defective)
- Once your return request is approved, our team will provide return instructions.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Return Shipping
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We recommend using a trackable shipping service or purchasing shipping insurance when returning items.
- Vivienne & Grace is not responsible for returned packages that are lost or damaged during transit.
- Return shipping fees are the responsibility of the customer unless the return is due to our error.
Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
Return & Refund Timeline
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Return Period: Within 90 days of delivery
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Refund Processing Time: Within 10 business days after approval
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Restocking Fee: None
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Return Method: Return by mail
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Return Shipping Label: Customer responsibility
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Currency: USD
Refunds
Refund Processing
Once your return is approved:
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Refunds will be processed within 10 business days (Monday–Friday).
- Refunds will be issued to your original payment method.
- Your bank, credit card provider, or payment processor may require additional time before the refund appears in your account.
Partial Refunds
Partial refunds may be granted if:
- The returned product is not in its original condition.
- The item is damaged, used, or missing parts due to reasons not caused by Vivienne & Grace.
Non-Refundable Items
The following items are not eligible for refunds:
- Shipping charges
- Gift cards
- Final sale or clearance products
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card company or payment provider.
- Contact your bank, as processing times may vary.
- If you have completed these steps and still have not received your refund, please contact us:
Email: help@vivienneandgrace.com
Phone: +1 (877) 261 2400
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need an exchange for the same product, please contact us:
Email: help@vivienneandgrace.com
Phone: +1 (877) 261 2400
Order Delivery Issues
If your order has not arrived within the estimated delivery timeframe, please contact our support team. We will review your order status and assist you accordingly.
Contact Us
Vivienne & Grace
Email: help@vivienneandgrace.com
Phone: +1 (877) 261 2400
Address: Blk 180 Lompang Road, #03-12, Singapore, 670180
Our customer support team responds within 24–48 hours, Monday–Friday.
