Vivelle Returns & Exchanges Policy

Live Beautifully. Shop with Confidence.

We want you to love every pair of Vivelle shoes you purchase. If your order isn't quite right, we're here to make the returns and exchanges process as simple and transparent as possible.
This policy applies to all purchases made through the Vivelle online store and operates alongside your
rights under the Australian Consumer Law.

1. Our Returns Promise

If you're not completely satisfied with your purchase, you may return eligible items within 30 days of
receiving your order

We gladly accept returns for:

  • Change of mind
  • Incorrect size
  • Alternative style preference
  • Eligible faulty items
  • Items damaged during delivery

All returned products must meet the eligibility requirements outlined in this policy

2. Change of Mind Returns

We understand that sometimes a style simply isn't the right fit for you

We accept change-of-mind returns provided that the shoes are:

  • Returned within 30 days of delivery
  • Unworn and unused.
  • In their original condition.
  • Free from marks, scuffs, scratches or damage.
  • Returned in their original shoe box and any protective packaging supplied.

For hygiene and quality assurance, Vivelle reserves the right to decline returns that show signs of wear or use beyond what is reasonably required to assess the fit.

You're welcome to try your Vivelle shoes on indoors to assess the fit. To remain eligible for return or exchange, they must not be worn outside and must remain in as-new condition

3. Return Shipping

Customers are responsible for arranging and paying the cost of returning eligible change-of-mind items to Vivelle.
We recommend using a tracked shipping service, as Vivelle cannot accept responsibility for items lost or damaged in transit back to us. Return shipping costs are non-refundable unless required under Australian Consumer Law.

4. Original Shipping & Handling Fee

Where complimentary standard shipping was provided with your original order, a flat AUD $20 shipping and handling fee will be deducted from any approved change-of-mind refund.

This fee represents part of the shipping and fulfilment costs incurred in delivering your order.
This deduction does not apply where you are entitled to a remedy under the Australian Consumer Law.

5. Exchanges

If you would like a different size or another available style, we are happy to assist with an exchange, subject to stock availability.

Exchange requests must:

  • Be made within 30 days of delivery.
  • Meet all eligibility requirements outlined in this policy.

Customers are responsible for the cost of returning the original item to Vivelle.

If the requested replacement item is unavailable, we will contact you to discuss the available options.

6. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method used for the purchase.
Please allow up to 5 business days for Vivelle to process approved returns. Depending on your financial institution, additional time may be required before the funds appear in your account.

Where applicable, the original AUD $20 shipping and handling fee will be deducted from change-of
mind refunds.

7. Items That Cannot Be Returned

We are unable to accept returns for items that:

  • Have been worn outdoors.
  • Show signs of wear, damage or misuse.
  • Are returned without their original shoe box or protective packaging.
  • Are damaged due to improper care or storage.
  • Are returned outside the 30-day return period, unless required by Australian Consumer Law.

8. Faulty or Incorrect Items

We sincerely apologise if you receive an incorrect or faulty item.

If you believe your product has a manufacturing fault or you have received the wrong item, please contact our Customer Service team as soon as possible with:

  • Your order number.
  • A description of the issue; and.
  • Clear photographs of the product.

We will assess the issue promptly and, where appropriate, provide a repair, replacement or refund in accordance with the Australian Consumer Law.
Where a product is confirmed to be faulty or incorrectly supplied, Vivelle will cover the reasonable cost
of return shipping.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage.
  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not
    amount to a major failure.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

10. How to Start a Return

To request a return or exchange, please contact our Customer Service team.

Please include:

  • Your full name.
  • Order number.
  • Reason for your return and.
  • Photographs where relevant.

Our team will provide you with the next steps and return instructions.

Thank you for choosing Vivelle.
We appreciate your trust and are committed to providing an exceptional shopping experience from the moment you place your order to the day your new shoes arrive.

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