SHIPPING & RETURNS POLICY

Based in the heart of Manhattan since 2013, VivienneHu New York is proud to have served the American and European markets for over a decade. Specializing in men's luxury shoes and women's high-end dresses, we are dedicated to excellence and exceptional craftsmanship. We are incredibly proud of our 99.99% client satisfaction rate, which reflects our longstanding commitment to providing outstanding products and unmatched customer service.

DELIVERY INFO

  • VivienneHu New York is happy to include free of charge Worldwide Shipping!

  • Import duties and taxes may apply upon receipt of international orders. However, our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package.

  • Please note that all items must be returned unused, with authentic labels and in original packaging. For more info please see the RETURNS Section below.

  • Delivery times may vary and shipping delays may occur, including due to COVID-19.

RETURNS

  • Timeframe: If your purchase is not exactly what you are looking for, you have 7 days from receiving your order to arrange your return by sending an email to contact@viviennehu.com.

  • Condition Requirements: All items must be returned unused, with authentic labels and in original packaging. All returns are thoroughly examined upon receipt. We will only issue a refund in case the product and its packaging are in a new-like and re-sellable condition.

  • Packaging & Care: When returning items to us, please ensure they are in a new, unworn, unused, undamaged condition, well packaged in their original packaging (carton box, shoe box, dust bags etc.) and protected.

  • Footwear Guidelines: When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Please try on your shoes on a carpet or similar platform, as our soles are very delicate and can be scratched easily. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping.

  • Inspection: Items that do not meet our policy will not be accepted and will be sent back to you. We reserve the right to inspect your return and to reject any returns if not in proper condition. We cannot guarantee a full refund in case of damaged returns.

  • International Returns: Please note that an additional payment of $60 is required for returns of international orders outside the United States.

EXCLUSIONS & FEES

  • Non-Returnable Items: Any items ordered with a custom-made width (1E, 2E, 3E, or 4E) are non-returnable and non-refundable.

REPEATED RETURNS & MALICIOUS PURCHASES

We offer a flexible returns policy to make your online shopping experience even easier. However, to protect our business from fraudulent activity, the following terms apply:

  • Account Monitoring: We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your account or future orders being refused.

  • Protection Against Malicious Purchasing: In order to prevent malicious purchases and bad-faith returns, VivienneHu New York reserves the final right to evaluate and determine bad-motion purchasing behavior based on historical data, purchase records, and return patterns. We reserve the right to refuse service, cancel orders, or reject returns that are deemed to be made maliciously or in bad faith.

EXCHANGES

Currently, we are unable to offer exchanges on our products. You can simply create a new order for the style you wish to have instead and create your return in the meantime. You will be refunded for the returned item in accordance with the return policy above. If you have any questions, please email contact@viviennehu.com.

CANCELLATIONS

  • 12-Hour Window: If you change your mind and would like to cancel your order, you must notify the Customer Care team within 12 hours of placing your order by emailing contact@viviennehu.com.

  • Refund Processing: All outstanding refunds are transferred via the original payment method. VHNY cannot transfer funds to an alternative bank account. Please note, that it could take up to ten working days for the funds to appear back in your account. Refunds for gift purchases will be issued to the purchaser.

  • EU Residents: If you are a “Consumer” and a resident of a member state of the European Union or Iceland, Liechtenstein, or Norway, you have a “cooling-off” right to cancel your Order subject to certain terms and conditions. See Section 11 of the Terms of Sale for additional information. You will bear the direct cost of returning the goods.

REFUNDS

Once your return is received, inspected and approved, we will send you an email to notify you of the applicable refund amount. The cost of return will be deducted from your refund. Please note that it might take up to 10 working days for the funds to be received back into the account of your original form of payment, or longer depending on your payment method’s own service terms.

ORDER ISSUES & DELIVERY FULFILLMENT

In cases when your parcel is missing, there are items missing from a delivered order, the item is delivered damaged, or delivery is made to a wrong address, please contact our Customer Care team for assistance.

  • Required Evidence: In case of damaged or missing items in the received parcel, please make sure to take photos as evidence of the issue. We will also need a photo of the packaging so that we can start an investigation with UPS. When contacting us, you will have to provide the photos as well as any relevant order information.

  • Timeframe: Any of the above issues must be communicated to our Customer Care team within a maximum of 5 days from the delivery date shown on the courier’s website, otherwise it will not be accepted.

NON-REFUNDABLE COSTS

Unless otherwise required by consumer law specifically prevailing the governing law applicable to your purchase of the Product, as stipulated in the Terms of Sale, original shipping costs are non-refundable. Duties and taxes are non-refundable.