Last Updated: September 8, 2026
At VIVIA NEW YORK, we want you to be satisfied with your purchase. If you are not satisfied with an item, you may request a return in accordance with the terms set out below.
This Return & Refund Policy applies to eligible purchases made through vivianewyork.com.
1. RETURN PERIOD
You have 30 calendar days from the date your order is delivered to request a return.
To be eligible, you must contact us within this 30-day period and comply with the return conditions described in this policy.
A return request does not automatically mean that a return has been approved. We will review your request and provide the applicable return instructions.
Nothing in this policy limits any rights or remedies available to you that cannot be waived or limited under applicable law.
2. RETURN COST SUMMARY
For transparency, our general return cost structure is as follows:
Change-of-mind return: Return shipping costs are the customer's responsibility.
Damaged, defective, or incorrect item: Please contact our customer service team. We will review the circumstances and provide the appropriate resolution and return instructions. Where VIVIA NEW YORK requires the return of an item because we sent an incorrect item or because the item arrived damaged or defective, the customer will not be required to bear the applicable return shipping cost.
We do not charge a restocking fee for approved returns.
3. RETURN CONDITIONS
For a standard change-of-mind return to be eligible, the returned item must generally:
Be unused and unworn, other than as reasonably necessary to inspect or try on the item;
Be unwashed;
Be in its original condition;
Have all original tags and labels attached where applicable;
Be returned with its original packaging where reasonably applicable; and
Be accompanied by sufficient proof of purchase, such as your order number.
We reserve the right, to the extent permitted by applicable law, to reject a return or reduce a refund where an item has been materially used, worn, washed, altered, damaged after delivery, or otherwise returned in a condition inconsistent with these requirements.
4. NON-RETURNABLE ITEMS
Certain products may not be eligible for change-of-mind returns where this is clearly disclosed before purchase.
This may include, where applicable:
Items clearly marked Final Sale before purchase;
Underwear or other hygiene-sensitive items after applicable hygiene protection has been removed;
Products that have been altered or customized at the customer's request; and
Products that have been materially used, worn, washed, altered, or damaged by the customer.
Any product-specific return restriction will be disclosed where applicable.
A Final Sale or other change-of-mind restriction does not eliminate rights or remedies that cannot lawfully be excluded, including applicable rights relating to products that are defective or materially different from what was ordered.
5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible at:
Please provide:
Your order number;
The name or description of the affected item;
A brief description of the issue; and
Clear photographs showing the item and, where relevant, its packaging.
Our customer service team will review the circumstances and determine the appropriate next steps.
Depending on the circumstances, an appropriate resolution may include:
A replacement;
A full or partial refund;
Return instructions at our expense where a return is required; or
Another appropriate solution.
Please do not return a damaged, defective, or incorrect item before receiving instructions from us.
6. CHANGE-OF-MIND RETURNS
A change-of-mind return includes situations where, for example:
You ordered the wrong size;
The item does not fit as expected;
You no longer want the item; or
You otherwise decide not to keep an eligible product.
For approved change-of-mind returns, the customer is responsible for the actual cost of return shipping.
We do not charge an additional restocking fee.
We strongly recommend using a trackable shipping service and retaining your shipping receipt and tracking information until your refund has been completed.
For change-of-mind returns, VIVIA NEW YORK is not responsible for returned packages lost during return transit before they are received at the designated return location, except to the extent otherwise required by applicable law.
7. HOW TO REQUEST A RETURN
Please do not send a product back without first contacting us.
To request a return:
Step 1 — Contact us
Email support@vivianewyork.com within 30 calendar days after delivery.
Include:
Your order number;
The item you wish to return;
The reason for your return; and
Photographs where the item is damaged, defective, or incorrect.
Step 2 — Wait for return instructions
Our customer service team will review your request and provide you with the applicable return instructions if your return is approved.
We aim to respond to customer service requests within 24 hours.
Step 3 — Return the item
If a physical return is required, securely package the item and send it according to the return instructions provided by our customer service team.
For change-of-mind returns, we recommend using a trackable shipping method.
Do not send a return to an address that has not been provided or confirmed by our customer service team.
8. RETURN ADDRESS
VIVIA NEW YORK uses the return location applicable to the relevant order and return request.
Our dedicated return address is currently being finalized.
Until a permanent return address is published, customers must contact us at support@vivianewyork.com before returning any product.
After your return request has been reviewed and approved, our customer service team will provide the applicable return address and instructions.
Do not return products to our administrative or correspondence address unless we expressly instruct you to do so.
Products sent to an unauthorized or incorrect address may experience significant processing delays.
9. REFUNDS
Once an eligible returned item has been received, we will inspect the item and process the return.
We will notify you when the return has been reviewed.
If your refund is approved, VIVIA NEW YORK will process the refund to the original payment method within 7 business days following approval.
Once we have issued a refund, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account. These external processing times are outside our control.
10. REFUND AMOUNT
For an approved standard return, the refund will generally cover the amount paid for the eligible returned product.
Because VIVIA NEW YORK currently offers Free Standard Shipping on eligible U.S. orders, there is generally no separately paid standard outbound shipping charge to refund.
For change-of-mind returns:
The customer is responsible for return shipping costs; and
Return shipping costs paid by the customer are not reimbursed.
For damaged, defective, or incorrect products, please contact customer service. Where VIVIA NEW YORK requires the product to be returned due to such an issue, VIVIA NEW YORK will bear the applicable return shipping cost.
11. RESTOCKING FEES
VIVIA NEW YORK does not charge a restocking fee for approved returns.
Restocking fee: $0.00
12. REFUNDS FOR DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Damaged, defective, and incorrect-item claims are reviewed individually.
Depending on the circumstances and the appropriate resolution, we may provide a refund, replacement, or another remedy.
We may request reasonable evidence, such as photographs of the product and packaging, to help us investigate the issue.
If we determine that a physical return is necessary because an item arrived damaged or defective or because VIVIA NEW YORK supplied the wrong item, we will provide return instructions and cover the applicable return shipping cost.
13. REFUSED OR UNAUTHORIZED RETURNS
Please obtain return instructions from VIVIA NEW YORK before sending a product back.
Sending a product to an address without authorization may prevent or delay us from identifying the return and processing your refund.
We reserve the right, to the extent permitted by applicable law, to reject returns that:
Fall outside the applicable return period;
Do not meet the return conditions;
Cannot reasonably be associated with a VIVIA NEW YORK order; or
Are otherwise ineligible under this policy.
Nothing in this section limits rights that cannot lawfully be excluded.
14. ORDER CANCELLATIONS
If you wish to cancel an order before receiving it, please contact:
within 24 hours after placing the order.
We will make reasonable efforts to accommodate your cancellation request.
Because orders may enter processing quickly, cancellation cannot be guaranteed once an order has already been processed, prepared, or dispatched.
If an order can no longer be cancelled, you may request an eligible return after delivery in accordance with this Return & Refund Policy.
Further information is available in our separate Cancellation Policy.
15. CONSUMER RIGHTS
This Return & Refund Policy provides VIVIA NEW YORK's commercial return terms for eligible purchases.
These terms are in addition to any rights or remedies that may apply under applicable U.S. federal or state law.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded, restricted, or waived.
Where applicable law provides a customer with rights that are more favorable than the terms of this policy, the applicable legal requirements will control.
16. CONTACT INFORMATION
For questions, return requests, damaged or incorrect items, or questions about a refund, please contact:
VIVIA NEW YORK
Website: vivianewyork.com
Email: support@vivianewyork.com
Customer Service Hours: Monday through Sunday, 9:00 AM–5:00 PM, New York local time (Eastern Time)
Target Response Time: Within 24 hours
Return Address: Provided after an approved return request; permanent return location currently being finalized