Return and Refund Policy

At Viva Fashion, we want you to be completely happy with your purchase. If an item does not meet your expectations, you may return it in accordance with the conditions set out below. This Return & Refund Policy applies to all orders placed through our online store at www.viva-fashion.com. Viva Fashion is operated by Velo Goods Retail.

Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. At Viva Fashion, we offer an extended return period of 30 days from the date you receive your order, giving you extra time to decide.

To be eligible for a return, your return request must be submitted within this 30-day period. Unfortunately, we are unable to accept returns that are requested or sent after this timeframe has passed.

Conditions for Returns

To qualify for a refund, the returned item must meet all of the following conditions:

The item is unused, unworn, and unwashed
The item is in the same condition as when it was received
All original labels and tags are still attached
The item is returned in its original packaging
You can provide your order number or proof of purchase

If a returned item is received damaged, worn, or incomplete, we reserve the right to decline the return and send the item back to you.

Return Shipping Costs

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged during transit, or does not match your order, we will cover the return shipping costs in full. Please contact us as soon as possible at support@viva-fashion.com or via our Contact page so we can arrange this for you.

Change of Mind Returns

If you wish to return an item because it does not fit, you ordered the wrong product, or you have simply changed your mind, the cost of return shipping is the customer's responsibility.

Original shipping costs (if any were charged) are non-refundable, unless the return is due to an error on our part.

How to Start a Return

Please follow the steps below to initiate a return:

Contact us
Send an email to support@viva-fashion.com or reach out via our Contact page. Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return
Receive return instructions
Once we have reviewed your request, we will send you an email with the return instructions and the return address.
Pack the item securely
Place the item in its original packaging, including all labels, accessories, and any documentation that was included.
Send the parcel
Post the parcel in accordance with the return instructions provided. We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been fully processed.

Return Address

Returns are shipped to our international returns processing centre. The full return address will be provided by email once your return request has been approved. Please do not send returns without first contacting us, as parcels sent without prior authorisation may not be accepted.

Refunds

Once we have received your returned item, we will inspect it to confirm it meets our return conditions.

If your return is approved:

Your refund will be processed to your original payment method.
Refund processing takes 5–10 business days from the date we receive the returned item.
After the refund has been processed, it may take an additional 3–5 business days for the funds to appear in your account, depending on your bank or payment provider.

If your return is declined (for example, because the item does not meet the return conditions), we will notify you by email and arrange to return the item to you.

Exchanges

Would you like to exchange an item for a different size, colour, or product? Exchanges are available subject to stock availability. Once we have received and inspected your returned item, we will dispatch the replacement. Please allow 5–10 business days for processing of the exchange, plus the standard delivery time as outlined in our Shipping Policy.

If the item you would like is no longer available, we will issue a full refund instead.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

Underwear and lingerie
Swimwear (if the hygiene strip has been removed)
Earrings and pierced jewellery
Personalised or custom-made items
Items clearly marked as non-returnable on the product page

This does not affect your statutory rights. If any of the above items arrive defective or damaged, please contact us at support@viva-fashion.com or via our Contact page and we will find a suitable solution.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or incorrect, contact us within 48 hours of delivery at support@viva-fashion.com or via our Contact page. Please include:

Your order number
A description of the issue
Photographs of the item and packaging

We will assess the issue and offer a replacement, exchange, or full refund as appropriate.

Misuse of the Return Policy

Velo Goods Retail reserves the right to decline returns where there is evidence of misuse, for example when items have clearly been worn, washed, or intentionally damaged before being returned.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the UK Consumer Contracts Regulations 2013. If goods are faulty, not as described, or do not match what was advertised, you are entitled to a repair, replacement, or refund as provided by law.

Related Policies

For information about delivery times and shipping, please see our Shipping Policy. For details on how we handle your personal data, please refer to our Privacy Policy. Our full Terms of Service also apply to all orders.