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RETURNS

Our return policy requires a return request to be submitted to: orders@vivianchan.com within 72 hours from the time merchandise has been received. Once return request has been reviewed and approved, customer will receive a returns merchandise authorization (RMA) number. Merchandise must be received within 14 days of approval date. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

If a purchase is made during an online or in-person sale event, all items will be final sale - in which case they are not eligible for refund, exchange, or store credit.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please note that the shipping charge you paid when you placed your order is non-refundable (except for the return of faulty goods). 

To complete your return, we require a returns merchandise authorization (RMA) number and receipt. Once you've received a RMA number for the return, you can proceed to shipping back the garment(s) to the given address listed with your RMA assignment. All customers are responsible for the return postage of their return or exchange request. 

Any item that has been assigned an RMA number must be returned within 14 days of that assignment. Otherwise, only a refund of store credit can be issued for the return.

There are certain situations where only partial refunds are granted: (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Late or Missing Refunds (if applicable)

Please note that it may take some time before a refund is officially posted on your account.

If you still haven’t received a refund after 14 days, please inquire with your bank about the status of the refund.

If you’ve done all of this and you still have not received your refund yet, please contact us at orders@vivianchan.com. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Gift credit is good for one transaction. Once the returned item is received, a gift certificate code will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

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