Standard UK Delivery

within 3 to 5 working days £2.95

Standard European Delivery

within 5 to 7 working days €6 .00

Standard International Delivery

within 7 to 10 working days $13.50

International destinations are considered as all other countries not listed as European.

Delivery Rules & Restrictions

Online orders are processed on working days only (Monday to Friday excluding bank holidays). Delivery occurs Monday to Saturday.

Please note that online orders will not be processed in the period between Christmas and New Year when our warehouse is closed. This period is 25 December 2010 until 3 January 2011 inclusive.

All orders received by 12pm GMT, Monday to Friday will be dispatched on the same day. Any orders received at the weekend will be processed the next available working day.

All orders require a signature upon delivery. If no-one is available to sign for the item then it will be retained by the postal administration for a subsequent delivery attempt or collection by the addressee.

Returns Rules & Regulations

ViVi Cosmetics UK values our customers and is committed to providing good quality products whether they are bought in store or online. If you feel the products you received via our online store do not meet your expectations, you may return the item in its original condition, for a full refund, stating the exact reason why you are returning it.

You must let us know that you intend to return an item via email within 7 days of receiving it. Email customer.service@vivicosmetics.co.uk with full details of why you wish to return the item(s) including your name, address and your order number. Details of your order can be found on your sales invoice note packed with your products. If the items listed on the note differ to those within your delivery, please notify us immediately by emailing delivery@vivicosmetics.co.uk.

Upon notification of your intention to return, the ViVi Cosmetics UK Customer Services Team will then issue you with an email confirmation which will contain the returns address and a Returns Authorisation Number (RAN). Please note down your RAN for future reference with the Customer Services Team in reference to this matter.

ViVi Cosmetics UK must receive the returned item(s) no later than 21 days after we send you an email confirmation complete with your Returns Authorisation Number (RAN) and the returns address.

Returns Process

Step One – Notify Us

Should you wish to return an item, you must notify ViVi Cosmetics UK via email returns@vivicosmetics.co.uk within 7 days of receiving your order. The email must include your name, address, order number, the item(s) you wish to return and the reason why:

Reasons for return

1. Damaged (please specify)

2. Wrong item / shade received

3. Wrong item / shade ordered

4. Not what I expected – (please specify exactly if applicable i.e. colour, quality)

5. Other – please specify

Step Two – Await a reply from Us

Upon notification of your intention to return, the ViVi Cosmetics UK Customer Services Team will then issue you with an email confirmation which will contain the returns address and a Returns Authorisation Number (RAN). Please note down your RAN for future reference with the Customer Services Team in reference to this matter. ViVi Cosmetics UK must receive the returns package no later than 21 days from the date we send you an email with your RAN.

Step Three – Returning the Item

Ensure the item(s) is returned in its original packaging, is well sealed and includes your original sales invoice note. Write clearly on the note, highlighting which item (s) you are returning and the reason why. You must also include a copy of your email confirmation. ViVi Cosmetics UK cannot accept liability for packages lost in transit, so we strongly recommend that any returns are sent by recorded delivery (i.e. a service that requires a signature upon receipt). You must retain the recorded delivery receipt as proof that you have returned the items to us, in the unlikely event that we don’t receive your package.

N.B. If you send the returns package back via recorded delivery, put the invoice in the returns package in order to be reimbursed on the return carriage costs. This applies to UK customers only.

ViVi Cosmetics UK must receive the package up to 21 days after we send you an email complete with your RAN. Currently, we do not issue exchanges. Should you want a replacement product, you are required to re-visit our site www.vivicosmetics.co.uk and complete a new order.

Step Four – Processing the Refund

ViVi Cosmetics UK aims to process the calculated refund within 30 days of receipt of your notification that you wish to return the items. Replacement items in incorrect or incomplete orders will be processed within 7 days of receiving the returned item. You will receive an email notification of your refund from our payment- processing partner PayPal.

Returns

UK customers are not required to pay return carriage costs however ViVi Cosmetics UK cannot accept liability for packages lost in transit and so we recommend you send returns via a service that requires a signature upon receipt. If you are returning a damaged item or an incomplete or incorrect order, we will refund you the price you paid for the goods (inclusive of the initial delivery charge) and the return carriage costs (if any) providing you enclose a valid till receipt indicating such costs. Should you send the returns package recorded, you must retain your proof of postage, in the unlikely case that we don’t receive it. Refunds will only be made against the original credit/debit card used. If you return items for reasons other than defects in the goods, or an incomplete or incorrect order, you will be required to arrange and pay for the return of the item(s) to us.

International Returns

International customers will be required to pay return carriage costs. ViVi Cosmetics UK cannot accept liability for packages lost in transit and so we recommend you send returns via a service that requires a signature upon receipt. Refunds will only be made against the original credit/debit card used.

Please note that this Returns policy only applies for online purchases made at www.vivicosmetics.co.uk Each store that stocks ViVi Cosmetics UK operates its own return policy and so varying rules may apply.

*Instore means, any other physical merchant that sells ViVi Cosmetics UK.

Order Cancellations

Occasionally, an order, or parts of an order are cancelled by our system. This could be due to:

- Item(s) not available

- Difficulty in processing payment information

- Cannot deliver to address provided

- Duplicate order was placed

- Cancelled due to a customer request

If your order is cancelled, ViVi Cosmetics UK will send you an email to explain the reason for the cancellation. A refund will be made on the original payment method used for the appropriate amount. Should you wish to cancel an order prior to receiving your goods, please contact us at order.cancellation@vivicosmetics.co.uk with full details. Please note that as we generally dispatch orders within 1 to 2 days of receipt, it may not be possible to cancel prior to dispatch. In this instance you would have to return your order once received in accordance with our Returns Policy.