We have complete confidence that you’ll love your Vivida pieces. However, if something isn’t quite right, or you've received a faulty product (it can happen), we’re here to help.

We will always offer an exchange or full refund on items that meet the following criteria:

• Full-price items: returned within 60 days of delivery
• Sale items: returned within 14 days of delivery (unless sold as non-returnable: see exceptions below).
• Un-worn & un-washed condition
• Hygiene sticker intact on any swimwear
• Tags intact and item returned in original packaging (Sherpa and Puffer Changing Robes are exempt, as they no longer include tags)
• Proof of purchase must be provided

Processing Times

Once your returned items have been received and processed at our warehouse, an exchange will take up to 3 working days to process and a refund will take up to 15 working days to process. You will receive email confirmation as soon as your refund or exchange has been processed.

Returns Conditions

Any items received in a non-sellable condition will not be accepted and no refund will be given.

Our warehouse inspects all garments upon return. A return or exchange will be refused if any stains or residues are found. Please be careful when trying on your order, avoiding make-up, deodorant, tanning products, etc.

If refund or exchange is refused due to the return not complying with our returns policy, we can return the item/s to you at an additional cost.

Exceptions

Some items are non-returnable:

• Product sold as non-returnable including “faulty”, "imperfect" or "sample" items. This is clearly communicated in the product description.
• Mystery Bundles are sold as non-returnable and non-refundable.
• Pre-orders cannot be cancelled/refunded once placed. However, if you wish to change your item to another garment which is in stock/arriving sooner, you may do so. Alternatively, a store credit will be issued for 1-year use on the online store.

Shipping Charges, Duties and Import Charges

Your original shipping charge will not be refunded. For international orders where taxes and duties were paid at checkout or on delivery, import taxes and duties also cannot be refunded. If you want to reclaim these please contact your relevant tax authority. If we incur any costs for importing return shipments, we will deduct these from any final refund amount.

You are responsible for the cost of return postage. We advise that you send all items using a recorded/insured post, as we cannot accept responsibility for loss or damage to items being returned.

UK customers: For customers returning the order from the UK, we offer tracked returns through Royal Mail, the cost of return postage will be deducted from your refund. For exchanges, you will be required to pay for your return postage up front in the portal.

EU customers: Please see below for specific details for regarding proof of payment for any duties and taxes paid.

If you are in a rush for your item, we recommend you place a new order online and then return the item/s from your original order for a refund. If your shipping address is in the UK, when exchanging in this way, please put your new order number in the return reason notes in the returns portal and any postage we charged on your new order will be refunded when the original items are received back.

Alternatively, if you are happy to wait, you can request an exchange when you make your return.

UK Customers: You can request an exchange via our UK returns portal and send the unwanted item/s back to our warehouse. Our Returns team will then arrange the exchange (stock allowing). Replacement items will only be dispatched after the returned items have been received and undergone a full quality check.

You are responsible for the cost of return postage and will be directed to a payment portal when you submit your return. We will, however, cover the new shipping charge of an exchange sent out to you at a UK address only. 

International & EU customers: Please see below for more information on international returns and exchanges and how to request them.

Please complete your return through the UK returns portal, you will receive a label to return your item via Royal Mail. You do not need a printer to return via our portal.

Complete the returns form by clicking 'Start Return' and a member of our customer service team will be in touch shortly. They will provide additional questions for you to answer following the completion of this form.

EU Customers: When you come to send your return, please ensure your order invoice is attached to the outside of your return package. If you were required to pay import taxes and/or duties on delivery, proof of this (i.e receipt showing what you have paid) will also need to be attached to the package.

It is your responsibility to return the goods with proof of taxes and/or import duties paid on delivery to you. If you fail to do this, and Vivida is subsequently charged import fees on the return, Vivida reserves the right to deduct these fees from your refund.

Exchanges: You can request an exchange via our EU & International returns form. For requested exchanges outside of the UK, please be aware that there will be a new shipping charge for the replacement item and please inform yourself if customs duties apply in your country. You are also responsible for the cost of return postage.