Return & Cancellation Policy

This policy applies to all orders placed on the Vivien Kondor London website and delivered within or across the United Kingdom.

Can I cancel my order?

Yes – but timing matters.

How do I request a cancellation?

Cancellation before dispatch

If your order has not yet been dispatched, you may request a cancellation by:

• Sign-in into your account and visiting My Orders page
• Contacting our Customer Support team via email

Once approved, the order will be cancelled and a refund will be initiated.

Cancellation after dispatch

If your order has already been dispatched, it cannot be cancelled.

In this case, you may request a return only if the item is eligible for return (see return eligibility below).

Else do not accept delivery at door step.

How and when will I receive my refund for a cancelled order?

For cancellations before dispatch, refunds are initiated within 24-48 working hours after approval.

Refunds are made to the payment method used at checkout.

Refund may take 5-7 working days for the amount to reflect in your account, depending on your bank.

What happens if I used a discount code or promotional offer?

Discount codes and promotional vouchers are single-use and will not be reissued if an order is cancelled or returned.

Can I return a product?

Yes – but only under specific conditions.

In line with UK hygiene and consumer protection standards, most cosmetic products are non-returnable once opened.

Eligible returns

You may request a return within 7 days of delivery if:

• The product is unused, unopened and sealed
• The product is returned in its original packaging, with labels and safety seals intact
• The item is faulty, damaged on arrival or incorrect

How do I request a return?

To request a return:

• Email our Customer Support team within 7 days of receiving your order
• Include your order number, reason for return and clear images of the product and packaging

Once approved:

Return instructions will be shared with you

The product must be sent back in its original condition

Refunds or replacements are processed only after the returned item has been received and inspected.

When will my refund be processed for returned items?

Once the returned item is received and verified, refunds are initiated within 3-5 working days

The refund will be credited to the original payment method

Please allow an additional 5-7 working days for the amount to reflect in your bank account

Do I need to return the free gift when returning a product?

Yes.

Any free gift received with an order must be returned along with the main product for the return to be processed.

Are replacements available?

Replacements are subject to stock availability

If a replacement is unavailable, a full refund will be issued instead.

Which items are not eligible for return or exchange?

For hygiene, safety and quality reasons, we do not accept returns in the following cases:

• Products that have been opened, used, swatched or damaged
• Products returned without original packaging, labels, seals or barcodes
• Items damaged due to misuse or improper handling
• Products returned after 7 days from delivery
• Free gifts or promotional items
• Products purchased during clearance sales, unless faulty

What if my product arrives damaged or incorrect?

All orders go through strict quality checks before dispatch. However, if you receive a damaged, defective or incorrect item, you may request a replacement or refund within 7 days of delivery.

If you receive:

• A damaged product
• An incorrect item
• A manufacturing defect

Please contact us within 24-48 hours of delivery with images and order details.

We’ll make it right for you.