Returns Policy

Order Cancellation

If for any reason you need to cancel your order (before it ships) you will need to pay a restocking fee of up to 10% This covers the cost charged to us for accepting the order. You will be gifted this back on a gift certificate to use towards a future order.  

Returns Policy

Please read through our policies and do not hesitate to contact us with any questions. We try to do our best to ensure you are happy with your purchases but please keep in mind we are a small business and are unable to offer the same policies as big box stores. 

Returns and Exchanges

We offer exchange or store credit only and do not offer refunds. Custom items are always final sale. Intimate items such as underwear, swimwear, earrings and cosmetics are final sale. Gift cards are final sale. Final sale also means no exchanges,  no exceptions. 

*** New Policy Effective Sept 29,2023***

Sale items and items purchased with sales codes over 10% may only be returned for store credit. It is the customer's responsibility to cover return shipping and the item must be sent back within 14 days of its arrival. If you would like to purchase a different size you are welcome to do so with your store credit but we are unable to offer exchanges on sale items. This means that if an item has been purchased during a sale you may not be able to purchase a different size at the same price. Store credit will be issued when the item arrives back to us and never expires. This is a new policy we are trying out and we reserve the right to change this policy at any time. This policy is not retroactive and only applies to orders placed after September 29, 2023. It is extremely important to look over size charts and fit guides in the description of items before purchasing. If you have any questions please do not hesitate to reach out to us at vivaciousvixenorders@gmail.com. Items purchased before this date remain final sale. 

Eligible Returns

Items that were purchased at regular price must be unworn, and unwashed (including dry cleaning) with tags still attached and/or any manufacture packaging to be eligible for exchange or store credit. Any items that have been washed or drycleaned, altered, have odour (cigarette, perfume, deodorants, pets including hair, etc.), have stains, or are incomplete will not be entitled to exchange or store credit. 

Customer is required to pay for shipping both ways on exchanges and returns, we do not provide return labels. Please be aware of sizing of purchases and contact us if you need any assistance. Exchanges and returns must take place no later than 14 days after your package has arrived, this includes items being sent back for store credit. We do not accept returns for refund. We do not refund or credit shipping charges.

Due to the high cost of international shipping we are only able to offer exchanges for Canadian customers, our international customers will receive a store credit where applicable. Shipping costs will not be credited. When shipping from outside of Canada the customer is required to clearly label the package as RETURN, failure to do so may risk incurring additional duties and taxes that will be deducted from your return. 

We accept 1 exchange per original transaction, meaning, you can not exchange for an item because you chose the wrong size, and then exchange your exchanged item because you again chose the wrong size. We seriously stress the importance of asking for assistance with sizing when needed, we can flat measure garments, tell you about the fabric and the stretch, the length of the hem and many other things that could affect the fit, so please don’t hesitate to contact us at vivaciousvixenorders@gmail.com. 

Customers are responsible for all returns. Please ensure you contact us within 14 days, this will be the only way to ensure your return is processed, we will not accept anything outside of this time frame and items also need to be sent back within this time frame. Do not send us a return package without contacting us first for a return address. 

*We do not offer alterations*

FINAL SALE

Final sale items are not eligible for returns or exchanges, no exceptions.