Return & Shipping Policy
What is The Vivian Store's Shipping Policy?
At The Vivian Store, we strive to deliver products to our customers in excellent condition and as quickly as possible. The estimated delivery time is typically 3-7 days from the date of purchase, depending on the delivery location.
To ensure a smooth delivery process, please ensure the following when entering your Shipping Address and Phone Number details:
1. Provide complete address details, including House Number, Floor, Street Name, Locality, and Landmark.
2. Enter accurate City, State, and Zip/Postal Code details to avoid misrouting of orders.
3. Make sure that the provided phone number, preferably a mobile number, is correct and reachable. We may need to contact you regarding the delivery.
For Cash on Delivery orders, please ensure that someone is available at the shipping address to make the payment with the exact change. If you receive a damaged parcel, please do not accept it and inform us immediately by calling 78218 57389 (11AM - 6PM) or emailing us at info@thevivianstore.com
Note: We take utmost care to package and secure all parcels with suitable boxes and security tapes before dispatching them from our order-processing unit. However, please be aware that the shipment goes through various processes at the courier company's end before reaching you. We strongly advise you not to accept any damaged shipments, as you will be held responsible for any missing products.
If you choose to return an order that has been delivered to you, please note that You should have video of unboxing the package showing damage to the product clearly and any product not received. Also note that the order shipping charges will not be refunded. However, if you opt to self-ship the return, we will reimburse the self-shipment charges as per our Returns Policy. Accounts with a return behavior that violates our fair usage policy will
What is The Vivian Store's Fair Usage Policy?
At The Vivian Store, we aim to provide the best experience to all our customers. However, we have observed that some accounts abuse our generous returns policy. These accounts often return most of the items purchased or refuse to accept our shipments. Such behavior deprives our regular customers of the opportunity to purchase these items. To protect the rights of our customers, we reserve the right to collect a shipping charge of Rs.50 for some orders and disable the cash on delivery option for accounts with a high percentage of returns and unaccepted shipments based on the value of orders placed.
How can I check the status of my order?
To check the status of your order, please go to the "My Orders" section under your account on The Vivian Store's website.
How are orders placed on The Vivian Store delivered?
All orders placed on The Vivian Store are dispatched through our trusted courier partners, such as Delhivery, Blue Dart, Ecom Express, ShadowFax, XpressBees, Speed Post, and others.
Does The Vivian Store deliver products outside India?
No, currently The Vivian Store only delivers products within India.
How can I expedite the delivery of my order?
Currently, we do not offer any services to expedite order delivery. If such a service becomes available in the future and your area's pincode is serviceable, you will receive communication from us.
Cancellation and Modifications
What is The Vivian Store's Cancellation Policy?
We make every effort to fulfil all orders placed with The Vivian Store. However, please note that there may be certain orders we are unable to process and must cancel. Reasons for cancellation may include limitations on available quantities, inaccuracies or errors in product, pricing, and stock information, or problems identified by our credit and fraud avoidance department.
If your order is canceled after your credit/debit card has been charged, the corresponding amount will be transferred to your The Vivian Store account. Upon your request, the amount can be reversed back to your Card Account.
You can cancel an order as long as it has not been packed in our warehouse. The amount paid will be credited back through the same payment mode used for the purchase within the specified time for each payment method. Alternatively, you can choose to receive store credits that can be used to make another purchase at the same time or at a later date.
Can I modify the shipping address of my order after it has been placed?
Yes, you can modify the shipping address of your order before it has been processed (packed) by contacting us at 78218 57389 or sending an email to info@thevivianstore.com
How do I cancel my order?
To cancel your order, please call us at 78218 57389 or send an email to info@thevivianstore.com, providing your Order Number.
If I cancel my order, when will I receive my refund?
If you selected Cash on Delivery, there will be no amount to refund since you haven't made a payment for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet, the refund will be credited to the source account within 7-10 days from the time of order cancellation.
Returns
What is The Vivian Store's Return Policy? How does it work?
The Vivian Store offers returns on damaged products. We kindly request that you do not use the product and preserve its original condition, including tags and packaging.
You can return the product to us using either of the following methods:
1. Pick up: In most locations, we provide pick-up service. When you submit a return request, you will see the pick-up option.
2. Self-Ship: If a pick-up service is not available at your location, you will need to ship the product back to us. In such cases, we will credit the shipping costs to your The Vivian Store account as store credits, provided the return meets our Returns Policy, and you share a scanned copy of the courier receipt with us.
During the pick-up process, our delivery agent may conduct a quality check on the return. Store credits will be processed once we receive the product at our warehouse and it passes the quality check. If the returned product does not pass the quality check, we will ship it back to you. If you wish to exchange an item due to receiving a defective product, we will provide a replacement subject to stock availability and serviceability of your address for an exchange.
For orders paid with cash on delivery, store credits will be provided instead of refunds. No refunds can be processed for such cases.
Please pack the items securely to prevent any loss or damage during transit. For self-shipped returns, we recommend using a reliable courier service.
If you choose self-ship for returns, your shipping costs will be reimbursed as store credits, subject to your return meeting our Returns and Exchange Policy, and the courier receipt image being shared and validated by us. The maximum amount for courier charge reimbursement is Rs.80. Refunds for returned products will only be initiated if they pass a quality check conducted at our warehouse. If the quality check fails, the product will be reshipped back to you.
In all cases, you need to contact our customer support within 72 hours of delivery to initiate a return. You can reach our customer care team at 78218 57389 (11am to 6pm) or email us at info@thevivianstore.com. You can also contact us through the "Contact Us" page available in the bottom menu. Please note that we do not accept returns for used products or products in non-saleable condition. All tags and labels must be intact.
Payment Terms
We accept payments through Credit/Debit Card, Net Banking, Mobile Wallets, UPI, and Cash on Delivery. Currently, we do not accept payments through Cheque or Demand Draft.
Tracking
To track your order, click on "Track Order" under the My Orders section in My Account.
For any further queries, please feel free to email us at info@thevivianstore.com or call us at 78218 57389 (11am – 6pm; Mon-Sat).