You have 7 days from the date of delivery to claim for the return if :
- The product is damaged, stained, defected or incomplete.
- The product/s must be unused, in the original packaging with labels and protective stickers attached.
- The product received does not match the size ordered.
- This is only applicable for orders delivered within Indonesia, for international orders please contact our customer support team at [email protected] and we will try to help you out in a possible way.
Our policy is to issue a refund for qualified merchandise returned in original, unused condition within 7 days of your shipment confirmation date for items. Items must be unworn, and tags must be attached. Final sale and custom items are not eligible for a return, refund, or credit.
Please note that you are responsible for the cost of returning the items to us.
No refunds will be made for Final Sale or Custom items purchased or returned.
- Allow 5-7 business days to process your return upon receipt of item.
- Allow 72 hours for the credit to appear on your bank statement.
- You will receive an email notification upon the completion of return processing.
Wrong Item, Color Or Size
If we shipped you the wrong item, please contact us at [email protected] It is important that you contact us before returning your item, so that we may assist you with return processing fees. If you do not contact us, you are responsible for all return processing charges. Before you call, please have your order number available. Please be prepared with a detailed description of the difference between the item you ordered and the item you received. Please note: vivilesari is not responsible for shipping, handling, gift wrap, and other additional charges for returned items.
HOW DO I APPLY FOR THE RETURN?
- If you are guest user, you can initiate the return process by sending us an email at [email protected] with the valid return reason and order details.
- If you are returning user, please login to your account and go to orders tab and initiate the return by pressing Return button there.
- Once our customer support team approves the return, you will be requested to send the parcel to our store address of which is mentioned in our Contact Us page.
- Please note that you are responsible for the cost of returning the items to us.
- We aim to process all returns with 5-7 working days of receipt.
During busy periods please allow up to 14 working days for your return to be processed.