Refund policy
We want you to keep what you bought because you love it, not because you are stuck with it. This policy explains exactly what we will and will not do.
Exchange only
Vivi does not offer refunds. We offer exchanges. The single exception is an order that arrives damaged, faulty, or is not the item you ordered — see If something is wrong with your order below.
The window
You have 7 days from the date your order is delivered to request an exchange. Requests made after 7 days cannot be accepted.
Condition
To be eligible a piece must be:
- Unworn and unwashed
- Free of stains, marks, perfume and alteration
- With all original tags still attached
- In its original packaging
Pieces that have been altered, stitched, dyed or tailored in any way cannot be exchanged.
How to start an exchange
Message us on WhatsApp at +92 322 0001136 within 7 days of delivery with your order number and what you would like instead. We will confirm whether the piece you want is in stock and share the return address. Please do not send anything back before we have confirmed the exchange — unannounced returns cannot be processed.
Return shipping
You pay to send the piece back. That is true for size and style exchanges, and for replacements when a piece arrives damaged or incorrect. Original shipping charges are not refunded. After we receive and check the piece, we send the replacement.
Send confirmed exchanges to:
Vivi
20-K.M off Ferozepur Road, Packages Drain, Atta Bakhsh Road, opposite Zainal Textile, Lahore
If the size or piece you want is unavailable
Our editions are limited and often sell out, so an exact swap is not always possible. If what you want is gone we will offer you either an alternative piece of equal value, or store credit valid for 12 months. We will not leave you with nothing.
If something is wrong with your order
If your order arrives damaged, faulty, or is not what you ordered, message us on WhatsApp within 48 hours of delivery with your order number and clear photographs. We will replace the piece. You pay to send the damaged or incorrect piece back. Original shipping charges are not refunded. If a replacement is not available you will receive a full refund to your original payment method, or by bank transfer for cash-on-delivery orders.
Cancellations
You can cancel an order at any time before it is dispatched by messaging us on WhatsApp. Once a parcel has been booked with the courier it cannot be cancelled, but you can still exchange it under this policy once it arrives.
Refused and undelivered cash-on-delivery orders
If you place a cash-on-delivery order and then refuse the parcel at the door, or it cannot be delivered after the courier's attempts, the order is returned to us. We may ask for prepayment on any future order from the same phone number or address.
Questions
WhatsApp +92 322 0001136, Monday to Saturday, 9am to 5pm, or email hello@vivi.pk. We would rather hear from you early than have you unhappy quietly.