FAQ

Last updated: 10 September 2026

Do you offer free shipping?

Yes. Every order to an address in the United Kingdom is sent free of charge, with tracking. We do not ship outside the United Kingdom.

How long does shipping take?

Orders are typically processed within 1–3 business days (Monday to Friday). Delivery within the United Kingdom usually takes 3–7 business days after dispatch.

Can I return an item if it doesn’t fit?

Yes. You have 30 days from delivery to return unused items in original condition, with tags and proof of purchase. We only accept returns for orders delivered in the United Kingdom.

Email support@vivian-vance.com with your order number to start a return. For change-of-mind returns, return postage is your responsibility; please use a tracked service. If an item is faulty, damaged or not as described, we cover reasonable return postage.

Once we receive and inspect the item, refunds go back to your original payment method within 10 business days. There is no restocking fee.

Can I cancel my order?

Email support@vivian-vance.com with your order number as soon as possible. If the order has not been dispatched, we will cancel it and refund you in full. If it has already been dispatched, use the 30-day return policy after delivery.

How can I track my order?

We email a tracking number when your order is dispatched, typically after 1–3 business days of processing. If you have not received tracking within 4 business days of ordering, email us with your order number. You can also use the track your order page.

What payment methods do you accept?

Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. The methods shown at checkout are the ones we currently accept. See the Payment policy.

How can I contact you?

Email support@vivian-vance.com. Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm. Saturday and Sunday: Closed. We aim to reply within 1–2 business days. Include your order number for existing orders. You can also use our contact page.

Our business information

Store name: Vivian Vance

Trading name: Vivian Vance

Legal company name: L'AS DECORS

Company number: SIREN 307321729

Company address: 6 Rue du 11 Mai 1967, 60110 Méru, Oise, France

Warehouse / returns address: 6 Rue du 11 Mai 1967, 60110 Méru, Oise, France

Email: support@vivian-vance.com

Phone: [SUPPORT_PHONE]

Website: https://vivian-vance.com

Customer service hours: Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm.

Saturday and Sunday: Closed.

More ways to reach us: https://vivian-vance.com/pages/contact