What courier do you use for deliveries?
We use Royal Mail to send out all of our orders.
If you would like more information on the services Royal Mail provide please contact customer services on Tel: +44208 808 4241 prior to us sending your parcel.
UK Delivery Information
UK Standard Delivery
We aim to dispatch all mainland UK standard orders in up to 5 working days. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you are not in when the delivery is attempted and the courier cannot find a safe place to leave your parcel, they will leave a card. Please follow the instructions on the card left by the courier to arrange re-delivery of your order.
We also recommend checking with your local delivery office if your parcel has not arrived. If you have not received an email to confirm that your parcel has been sent within 10 working days, please contact our Customer Services department at firstname.lastname@example.org.
Next Day Delivery - NOT AVAILABLE AT THE MOMENT (update due to Covid-19 this year)
Orders received before 2 pm on a weekday will be dispatched the same day or in any case of unforeseen delay the following day. Orders received at the weekend on Saturday and Sunday will be shipped out on Monday. If this is not possible, or an item is out of stock, you will be notified by e-mail or phone.
A confirmation of shipping will always be sent once goods are dispatched.
Please Note: We do dispatch to British Arm Forces, BFPO Addresses.
International Delivery Information
We send orders worldwide using ROYAL MAIL AIRSURE and ROYAL MAIL SIGNED FOR.
The cost of the delivery is calculated by weight. The total shipping cost will be displayed at the checkout.
You will receive a dispatch confirmation via email, sent to the email address on your online account or used at purchase.
What if I'm not home when it's delivered?
If Royal Mail is unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection
Can someone else sign for my delivery?
Royal Mail Delivery requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us. However, once delivery is obtained at the address we cannot be held liable for packages misplaced or lost after the signature is recorded. Please make sure you select an address that you consider safe for delivery if you are unable to sign in person.
Do you deliver to my country?
We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depending on location, feel free to contact us for additional information on International orders. Some countries are not listed on our site due to the delivery rate being high. Please call us on +44 (0)208 808 4241 so we can quote you the price of delivery to your country.
Will I be charged customs and import charges?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Can I change the delivery address?
On orders placed online, we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed. Usually, all first-time orders are only shipped to the billing address.
Can I collect my order from your store?
Yes, please contact us via phone on +44 (0)208 808 4241 to arrange a store collection. Please print off, and bring along your order confirmation, as we will require this as proof of purchase, as well as the credit card used to make your purchase and any utility bill with the address that matches your order confirmation. We do know this is a lot to ask for, but we need to protect our customers from potential fraud. Your postage will be refunded upon collection if incurred.
Please send all returns to:
Vivien of Holloway
PO Box 61272
We hope you are delighted with your order. However, if it's not up to expectation, don’t worry, just send it back to us within 60 days and providing it's in its original condition, we’ll gladly refund or exchange it for you. (We have extended our return period to 60 days this year due to COVID-19)
If you wish to return an order to us simply enter your details on the reverse of the invoice that arrived with your order and post along to the address above with your invoice.
If you cannot find your invoice or it has been misplaced, you can download a return form here.
Most refunds/exchanges will be processed within 14 working days. If you have not received your refund or exchange within 14 working days please contact email@example.com
PLEASE NOTE IF RETURNS ARE SENT TO OUR SHOP ADDRESS, THIS WILL DELAY THE REFUND / EXCHANGE PROCESS.
PLEASE NOTE THAT THE FOLLOWING ITEMS IN THE INTEREST OF HYGIENE CANNOT BE RETURNED. THIS APPLIES TO:
We will not be held responsible for lost or damaged goods sent by you, please ensure that you use a reputable courier (i.e. Royal Mail Special Delivery)
Please return using recorded delivery postage as this will allow you to track your parcel back to us, as we are not liable for any missing/damaged parcels sent back to us.
PLEASE NOTE we advise returns to be made by standard postal service to our PO Box.
PLEASE NOTE, Items being returned from outside EU must be CLEARLY MARKED on the customs form & Outside of the package "EXCHANGES" or "REFUND" with no value.
Returns will not be accepted on worn or misused goods. All original labels must be intact.
Items that are soiled, worn, damaged, or laundered will not be accepted. This includes any stains, makeup, deodorant markings, snags, cigarette smoke, perfume, animal hair, etc
Exchanged items will only be sent out once we receive the original item.
Returns and exchanges can also be made at the Vivien of Holloway shop (294 Holloway Road, London N7 6NJ) please retain a copy of your receipt. Tel: 020 7609 8754.
We do not reimburse the cost of you returning the item to us.
However, in cases where the product is faulty due to manufacturing or any mistake made by us, we will refund you in full including any costs incurred to you within reason and once we validate your claim. Any Delivery charges we reimburse will be limited to a value of no more than our own suggested delivery rates.
If you decide once you receive the item that it is not as described or simply not to your liking we offer a full return and refund policy (Excluding the cost of you returning the item to us).
The Items must be returned back to us within 60 days from receipt. When returning items please ensure that they are packaged the same way that you received them. Please make sure items are carefully wrapped so that they complete the return journey intact.