At Vivian Roam, customer satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we’re here to help. Please read our refunds and return policy below for full details.

Returns

We accept returns on eligible products within 7 days of delivery. To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • It must be in its original packaging with tags attached.

  • Proof of purchase (order confirmation or receipt) is required.

To initiate a return, please contact us at [email protected] with your order number and reason for return. Once your return is approved, we will provide you with instructions on how to send the item back.

Return Shipping

Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days, and a credit will automatically be applied to your original payment method (for cash on delivery orders, we may offer store credit or bank transfer, based on your location).

Late or Missing Refunds

If you haven’t received a refund yet:

  • First, check your bank account again.

  • Then contact your bank; processing times may vary.

  • If you’ve done all of this and still have not received your refund, please contact us at [email protected].

Non-Returnable Items

Certain items cannot be returned, including:

  • Used or damaged items not caused by our error

  • Items returned after the 7-day return window

  • Gift cards or promotional items

Exchanges

We only replace items if they are defective, damaged, or sent incorrectly. If you need to exchange an item, contact us at [email protected] within 3 days of receiving the item.

Order Cancellations

Orders can be canceled within 12 hours of placement, provided the order has not yet been shipped. To cancel, email us at [email protected] as soon as possible with your order number.

Contact Us

If you have any questions about our returns or refunds policy, please contact:

Vivian Roam
Email: [email protected]