Last updated: August 14, 2026
At Vivano-London, we want you to shop with confidence. If something is not right with your order, contact us first — our support team will always work with you towards a fair solution. Every request is reviewed individually, and we will always propose the resolution that best fits your situation.
We accept returns and exchanges within 30 days of receiving your order.
To be eligible for a return, items must:
Be new, unworn, unused, with tags attached.
Be returned in their original packaging.
All returns require prior approval. Items returned without an approved return authorization cannot be processed and are not eligible for a refund.
Return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping costs are non-refundable. If a returned item shows signs of use or arrives incomplete, we may apply a reasonable deduction corresponding to the reduced value of the item, or decline the return.
If your item arrives damaged, defective, incorrect, or incomplete, please contact us within 48 hours of delivery so we can resolve it as quickly as possible, and in any case within 30 days.
To review your claim, we require:
Your order number.
Clear photos and/or video showing the issue (including the product, its labels, and the packaging).
A brief description of the issue.
Claims that cannot be verified with the requested evidence cannot be approved. Providing complete evidence allows us to resolve your claim quickly — in most cases without you having to ship anything back.
Once a claim is verified, we will offer the most suitable resolution in the following order:
Replacement or reshipment of the item (or the affected part), free of charge; or
A partial refund or store credit where you keep the item; or
An approved return and refund, where a replacement is not possible or has failed.
A full refund is one possible outcome of this process — not an automatic first step. In many cases we will not ask you to return the item, which saves you time and shipping costs. Whether a return is required is determined by us during the review of your claim.
Shipping times are estimates and occasional carrier delays can occur. A delay does not automatically qualify an order for a refund. If your order has not arrived within the estimated window, contact us: we will investigate with the carrier and agree on an appropriate additional delivery window. If the order still has not been delivered within that additional window, we will offer a reshipment or, where that is not possible, a refund. Orders that are delivered while a delay claim is open are not eligible for a refund on that basis.
Contact us at info@vivano-london.uk
We will review your request and, if approved, provide the return instructions and return address.
Ship the item within 14 days of approval to the address provided.
Please do not return items without prior authorization — unauthorized returns cannot be refunded. We recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
Approved returns are inspected upon arrival to confirm they meet the conditions of this policy. If a returned item does not meet those conditions, we may apply a proportionate deduction or decline the refund and offer to ship the item back to you.
Refunds are processed only after the approved return has been received and inspected, unless another resolution has been agreed in writing.
Approved refunds are issued to your original payment method within 7 business days after the returned item has been received and inspected (or, where no return was required, after the resolution was agreed). Depending on your payment provider, additional processing time may apply.
If you have a concern about your order, please contact us before opening a payment dispute — direct contact is always the fastest way to a solution.
Nothing in this policy limits your statutory rights as a consumer, including the legal guarantee of conformity applicable in your country.
If you experience any issue with your order, please contact our customer support team as soon as possible. We are committed to reviewing your request promptly and to finding a fair and appropriate resolution together.
Email: info@vivano-london.uk
Visit our FAQs page or contact our customer services. Frequently Asked Questions
Website name: Vivano-London
Company name: XYLENEX LTD
Registration number: 16744594
Adress: 61 Bridge Street | Kington | HR5 3DJ | United Kingdom
Phone: +447397945180
Email: info@vivano-london.uk
Opening hours:
MON - FRI: 9:00 a.m. - 5:00 p.m.
SAT - SUN and public holidays: 10:00 a.m. - 4:00 p.m.
We do our best to reply to your e-mail within 1-2 business days.
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