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 under 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.
We offer a return period of 30 days from the date you receive your order, giving you time to decide. This 30-day period applies to all customers in the United States.
To be eligible for a return, your return request must be submitted within the 30-day period. Unfortunately, we are unable to accept returns that are requested or shipped after this timeframe has passed.
Order cancellation: If you change your mind before your order has shipped, you can cancel it free of charge. Email us at support@viva-fashion.com with your order number as soon as possible and we will cancel the order and issue a full refund. Once an order has been dispatched, it can no longer be cancelled, but you can still return it under this policy.
We do not charge a restocking fee. A 0% restocking fee applies to all returns, for every product and every return reason. When your return is approved, you receive the full purchase price of the returned item back — no processing fee, no administration fee, and no percentage deducted for handling.
To qualify for a refund, the returned item must meet all of the following conditions:
If a returned item arrives damaged, worn, or incomplete, we reserve the right to decline the return and send the item back to you at no cost to you. We will always contact you by email and explain the reason before doing so.
If you receive an item that is defective, damaged in transit, or does not match your order, we cover the return shipping costs in full. Please contact us as soon as possible at support@viva-fashion.com or through our Contact page so we can arrange this for you.
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. The exact cost depends on the carrier and service you choose; we do not charge a fixed return fee ourselves.
Original shipping costs (if any were charged) are non-refundable, unless the return is due to an error on our part. Standard shipping within the United States is free, so in most cases no shipping cost is deducted from your refund.
Please follow the steps below to start a return:
Returns are shipped to our international returns processing center. Because we work with more than one fulfillment location, the correct return address depends on the item you are returning, so the full return address is provided by email once your return request has been approved — always within 2 business days of your request.
Please do not ship a return before contacting us, as parcels sent without prior authorization may not be accepted and cannot be traced back to your order.
Once we receive your returned item, we inspect it to confirm it meets our return conditions.
If your return is approved:
If your return is declined (for example, because the item does not meet the return conditions), we will notify you by email, explain why, and arrange to return the item to you at no cost.
If you have not received your refund after the timeframes above have passed, first check your bank account again and contact your credit card company or bank, as processing times can vary. If you have done this and still have not received your refund, please contact us at support@viva-fashion.com and we will investigate it for you.
Would you like to exchange an item for a different size, color, or product? Exchanges are available subject to stock availability. Once we have received and inspected your returned item, we will ship the replacement. Please allow 5–10 business days for processing of the exchange, plus the standard delivery time set out in our Shipping Policy.
No restocking fee or exchange fee is charged. If the item you would like is no longer available, we will issue a full refund instead.
For hygiene and safety reasons, the following items cannot be returned:
This does not affect your rights under applicable law. If any of the above items arrive defective or damaged, please contact us at support@viva-fashion.com or through our Contact page and we will find a suitable solution.
Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or incorrect, contact us within 7 days of delivery at support@viva-fashion.com or through our Contact page. Please include:
We will assess the issue and offer a replacement, an exchange, or a full refund, at your choice. We cover all shipping costs in these cases.
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. We will always explain our decision in writing and give you the opportunity to respond.
Nothing in this policy limits the rights you have under applicable federal and state consumer protection law in the United States, including the consumer protection laws of the state in which you reside. If goods are faulty, not as described, or do not match what was advertised, you are entitled to a remedy as provided by the applicable law.
For information about delivery times and shipping, please see our Shipping Policy. For information about payment methods and payment security, please see our Payment Policy. For details on how we handle your personal information, please refer to our Privacy Policy. Our full Terms of Service also apply to all orders.
Store name: Viva Fashion
Business name: Velo Goods Retail
Address: Wilderbeekstraat 40, 5931 KW, Tegelen, The Netherlands
Email: support@viva-fashion.com
Contact form: Contact
Phone: +31 683650265
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM CET (3:00 AM – 11:00 AM ET)
We aim to respond to all inquiries within 24 hours.
