How to Use the Return Dashboard

Returning an item is simple with our online return hub!

  1. Log into your account on our website.
  2. Under "My Account", click on the "Orders" tab.
  3. You'll be directed to a dashboard displaying all your orders.
  4. Click the "Return Items" button (the third option) next to your order.
  5. Follow the instructions to generate and upload the return form with all necessary details, like your order number and items being returned.
    • You can print this form to include in your parcel.

If you can’t print the form, don’t worry! You can still use the return form that was originally included in your parcel.

We hope this helps you track and manage your returns with ease!

Returns & Refunds Policy

Returning Your Item

  • Address: Please send all returns to: 

    Vivien of Holloway

    Unit 11 Morrison Yard, 

    551a high road

    London N17 6SB

    United Kingdom

  • Recommended Service: We recommend using a Track and Sign Service for your return parcel.

How to Return

  1. Enter your details in our return dashboard, or on the reverse of the invoice included with your order. In case it has been misplaced, you can upload a return form here.
  2. Post the invoice along with your item to the address provided above.

Refunds and Exchanges

  • We accept returns within 28 days of receipt if the item is in its original condition.
  • Most refunds/exchanges are processed within 14 working days.
  • If you haven't received your refund or exchange within 14 working days, please contact returns@vivienofholloway.com.


Items Not Eligible for Return

  • Pierced Products
  • Hosiery
  • Swimwear
  • Underwear
  • Cosmetic Products
  • Sunglasses

Return Shipping

  • We recommend that you use recorded delivery postage to track your parcel.
  • We are not liable for any missing or damaged parcels sent back to us.

International Returns

  • Items returned from outside the EU must be CLEARLY MARKED on the customs form as "EXCHANGES" or "REFUND" with no value.

Conditions for Returns

  • Items must be unworn, with original labels intact.
  • Soiled, worn, damaged, or laundered items will not be accepted.
  • Exchanged items will be sent once we receive the original item.

Faulty Items

  • In case of manufacturing faults or mistakes by us, we will refund you in full, including any incurred costs within reason.

Refund Policy

  • We offer a return and refund policy if the item is not as described or not to your liking (excluding shipping costs).
  • Items must be returned within 28 days of receipt, carefully packaged to ensure safe return.
  • Please note that shipping costs and customs duty fees are non-refundable. Orders shipped outside the United Kingdom may be subject to import duties, customs charges, handling fees and local taxes imposed by the destination country. These charges are the responsibility of the customer and are collected by the relevant customs authority or delivery carrier. Any customs duties, import charges, handling fees or taxes paid in connection with your order are non-refundable, even if the order is returned. Original shipping charges and the cost of returning goods to us also remain non-refundable, in accordance with our Returns Policy.
  • To our US customers: for your convenience, customs duty fees are pre-paid and already included in the shipping price at checkout.

Returning an Item After Withdrawal

If you wish to withdraw from your purchase within the applicable statutory withdrawal period, please use the "Withdraw from contract here" link located in the footer of our website. Once your request has been submitted, you will receive an automated email confirming receipt of your withdrawal.

After submitting your withdrawal request, please return the item(s) to the address above.

Items should be returned without undue delay and, where applicable, in accordance with our Returns Policy. Customers remain responsible for ensuring that returned goods are packaged appropriately to prevent damage during transit.