Refund policy
We want you to be happy with what you ordered. Below you can read exactly how returns, exchanges and refunds work, including what it costs and where to send a return. Please read the return costs before you order, so there are no surprises later.
Your right to change your mind
If you live in the United Kingdom, the Consumer Contracts Regulations 2013 give you a statutory right to cancel. If you live in the European Union, you have the equivalent right of withdrawal. Either way, you can cancel your purchase within 14 days of receiving your order, without giving a reason. A short email to info@viveane.com is enough. We give you longer than the law requires: you can tell us within 30 days of receiving your order.
After you tell us, you have 14 days to send the item back. We refund you within 5 days of receiving your return, or within 14 days of you sending us proof of postage, whichever comes first. The refund goes back to the payment method you used.
What a return costs you
Our warehouse is in China, so returning an item is not cheap. Please take this into account before you order.
- You pay the return shipping. We do not provide a return label.
- You arrange and pay the customs clearance for the return shipment.
- Do not use a shipping method where the receiver has to clear customs. Our warehouse cannot accept parcels sent that way, and your return will not arrive.
Because of this, most customers prefer an exchange or store credit. Email us and we will look at what makes the most sense for you.
Return address
Send approved returns to:
Liu Changxing
No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express
No. 409, Suxi, Yiwu Town
310000 Zhejiang
China
Email us at info@viveane.com before you ship, with your order number. Then we can register your return and match it up when it arrives.
Damaged, wrong or missing items
If your order arrives damaged, if you received the wrong item, or if your parcel never arrives, you do not have to send anything back. We refund you or send a replacement free of charge.
- Damaged or wrong item: email us within 7 days of delivery with photos or a short video.
- Parcel not delivered: email us within 14 days of the expected delivery date.
Send your order number and the photos or video to info@viveane.com. Without that evidence we cannot process the claim.
Condition of returned items
You may unpack an item and try it on to check the fit and the quality, exactly as you would in a shop. If an item comes back used, washed, damaged or without its original packaging and labels, we may reduce your refund to reflect the loss in value.
Pre-order items cannot be returned.
Exchanges and store credit
Wrong size or wrong colour? An exchange is usually faster and cheaper for you than an international return. Email us and we will sort it out. You can also choose store credit instead of a refund.
Contact
NABSCO (trading as Viveane), Marconistraat 137, 4702 SJ Roosendaal, the Netherlands. Phone +31 6 20135590. Email info@viveane.com. We answer Monday to Friday.