Find answers to our most frequently asked questions.
Orders are processed within 1–2 business days. Delivery typically takes 5–8 business days after processing. Orders are not processed or shipped on weekends or public holidays.
Have further questions? Contact us
We offer free delivery across the UK — no minimum spend, always.
Just a little something from us to you.
Please contact us within 24 hours if you need to make any changes to your order.
We process orders quickly, so updates — including your address — can only be made before dispatch.
You can reach us at info@by-vivienne.com, and we’ll be happy to assist you.
We will send you a tracking number to your email once your package has been shipped. Please track your order using our tracking page.
If your order hasn't arrived within 14 working days (UK), please contact us your order number. We'll investigate and resolve it as quickly as possible.
You have 14 days to return your order, giving you time to decide at your own pace.
Items should be unworn, unused, and in their original condition with tags attached.
For more details and guidance, you can find everything in our full Return Policy.
Return shipping costs are typically the responsibility of the customer.
However, if your item arrives damaged, defective, or incorrect, we’ll take care of the return costs for you.
Once your return has been received and checked, your refund will be processed within 5–7 business days to your original payment method.
If more than 15 business days have passed since your return was approved and you haven’t received it, please get in touch with us at
Items must be returned in their original condition and show no signs of wear.
This includes no stains, marks, scents, or any visible signs of use, with all tags still attached.
Before sending anything back, please contact us first so we can guide you through the return process.
If you’re unsure whether your item is eligible, we’re always happy to help.
Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately at info@by-vivienne.com and we will resolve it at no cost to you.
Sofia R. Alberta, Canada.
Each product page has a size guide with detailed measurements in cm and inches, plus the corresponding UK size. We recommend measuring yourself and comparing to the size guide for the most accurate fit.
If you're between sizes, we generally recommend sizing up for a more comfortable fit. Check the individual size guide on each product page for specific guidance.
We accept all major credit and debit cards, including Visa, Mastercard, and American Express, as well as PayPal and Apple Pay.
All payments are processed securely through our trusted checkout system.
If you need to make a change, please contact us within 24 hours.
We’ll always do our best to help before your order is processed.
Enter your discount code at checkout in the "Discount code" field before completing your purchase. Only one discount code can be used per order.
Yes, you’ll receive a confirmation email shortly after placing your order.
If you haven’t received it, please check your spam folder or contact us.
Only one discount code can be applied per order.
However, automatic promotions can still be combined with a discount code when available.
