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FAQ

1. HOW DO I REGISTER ON rogervivier.com AND WHAT ARE THE ADVANTAGES?

By creating an account, you can access your order faster, store multiple delivery addresses, view and track orders and much more. 

Insert your first and last name, state, email address and password to register on rogervivier.com and to access these fantastic and convenient client services areas:

- Account Information
- Saved Addresses
- Wish List
- Save Payment Methods
- Order details

2. WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

If you have forgotten your password, click on the link “Forgotten Your Password” 

You will be asked to insert the email address with which you registered your account. You will receive an email to this email address with a “Reset Password” Link. Reset your password using this link.

3. HOW DO I FIND MY SIZE?

Sizes match item label sizes and can be found on our site. We use Italian sizes, excluding Men's Shoes, in which case sizes conform to English sizing. On Item description pages you find a size guide in order to assist you in selecting your size.
If you have any additional questions, please do not hesitate to contact Customer Services.

4. WHAT HAPPENS IF A PRODUCT I LIKE IS SOLD OUT?

If a product that you are interested in purchasing is "sold-out", we suggest that you add this product to your Wishlist. This way, we can contact you via email as soon as the item becomes available.

5. WHAT IS A PRE-ORDER AND HOW DOES IT WORK?

Selected special looks and runway items may be purchased in advance online. Pre-order products will be reserved for you and sent as soon as they become available.

Delivery times may be indicated online, in the item description and the order confirmation email which will be sent as soon as the purchase process has been successfully completed. 

If your order comprises both available items and pre-order items then you will receive these items separately.

If your order comprises pre-order items with different delivery dates then these items will be shipped as soon as all items become available.

In both cases, you will be debited for these purchases when they have been shipped.

The purchase of pre-order items can only be made with a Credit Card or Paypal. We will contact you in regards to your preorder before it ships. You will receive a AUD1 debit pre authorization to confirm the validly of your payment method. This authorization be credited and we will settle full payment at the time of shipment.

6. HOW DO I KNOW IF I HAVE PURCHASED AN AUTHENTIC Roger Vivier PRODUCT?

Genuine Roger Vivier product are sold through rogervivier.com as Roger Vivier’s Boutiques that are directly managed by Roger Vivier. As well Roger Vivier’s products can be found at , as well as an exclusive network of partners.

Unfortunately, counterfeit Roger Vivier’s items can be found on websites with registered domain names that use the Roger Vivier's brand name - or with slight variations of the brand name- and through descriptive words such as "bags" or "outlet" with additional words such as "authentic" or "genuine". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites. To report a counterfeit Roger Vivier's item or a suspicious website, we invite you to send us an email at: contact-rogervivier-au@todsgroup.com

We kindly ask that you supply us with a detailed description of the item on the website in question, in which place the purchase was made, the seller, the type of product and the website address etc. 

We appreciate your help in the fight against counterfeit items and we'd like to remind you that the official Roger Vivier’s website is: www.rogervivier.com.

7. WHAT DO I DO IF I HAVE A PROBLEM WITH SIZING OR A PRODUCT ISN'T WHAT I EXPECTED?

All items sold on rogervivier.com are covered by the Legal Guarantee of Conformity.

Every item purchased on rogervivier.com goes through a rigorous quality control check.

In the event that a product purchased on rogervivier.com, strictly during the Legal Guarantee notice period, exhibits any such problems relating to defects, we invite you to contact our Customer Service Team, via email at: contact-rogervivier-au@todsgroup.com  

The Customer Service Team will respond promptly to your claim, and assist you in the next steps. 

Products may not be worn or used if a return is being requested. All items must be returned in perfect resalable condtion.

For additional information regarding the applicability of the Legal Guarantee of Conformity, we invite you to consult Section 12 of our General Terms and Conditions of Sale. 

8. HOW CAN I IDENTIFY A NON-AUTHORISED SITE?

Counterfeit Roger Vivier items can be found on websites with registered domain names that use the Roger Vivier's brand name - or with slight variations of the brand name- and through descriptive words such as "bags" or "outlet" with additional words such as "authentic" or "genuine". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites. 
The official Roger Vivier's website is: www.rogervivier.com.

9. HOW DO I CONTACT CUSTOMER CARE?

Our assistants are available to handle any request relating to the navigation and browsing of our online store, to give advice on purchases and to provide all information related to orders and/or deliveries as well as any other information regarding the company.

All of these Services can be accessed Monday- Friday from 10  to 19 JST excluding weekends and national holidays.

HOW CAN WE HELP YOU?
Request online assistance via the form found on the right hand side of your screen, one of our operators will respond to your requests via telephone or live, online chat.

BOOK A CALL
Choose when to be contacted by one of our assistants, by selecting from 9 potential time slots between the hours of 10 to 19 AWST. 

REQUEST A CALLBACK
For those who wish to immediately talk to one of our available operators.

ONLINE CHAT
By selecting the icon, an operator will be assigned to your chat.

TELEFONO
You can contact us via our freephone number 01800-517-316 Monday-Friday, from 10 to 19 AWST.

E-MAIL
Alternatively, you can contact us via email by completing the form you find at the Contact Us section and we will respond within 24-48 hrs, Monday-Friday.

10. HOW LONG DOES IT TAKE AND HOW MUCH DOES IT COST TO DELIVER ITEMS?

- Express Delivery - within 3-5 working days - 30 AUD

Deliveries are carried out Monday-Friday, during office hours, except on weekends and bank holidays. You can check the expected delivery date and any updates about the status of the delivery, through the tracking number that will be sent to you at the time of shipping.
Once you have completed the order process, you will not be able to change the delivery address.

11. CAN I CANCEL OR CHANGE AN ORDER?

If you'd like to cancel or modify your order, we invite you to promptly contact us by email at: contact-rogervivier-au@todsgroup.com or by freephone 0120-050-276. We will work hard to satisfy your request. However, once an order is in the preparation phase at the warehouse, we won't be able to guarantee the cancellation or modification of your order. 

If you have received an order but would like to return or exchange it we invite you to consult our conditions for Returns and Exchanges attached to the order confirmation email or in the Returns and Exchanges Section. Once we have received your returned item, we will reimburse any payment or proceed to exchange the item, as requested.

12. IS IT SAFE TO MAKE PURCHASES ON rogervivier.com?

Each purchase is made securely on rogervivier.com thanks to advanced site certificate servers and (SSL) coding systems.  We only use secure connections, indicated by the prefix "https" and the lock symbol which can be found together in the browser's address bar as soon as you enter the "Checkout" pages.

Our payments department checks every transactions for fraudulent activity prior to confirming a transaction and may contact you for additional information prior to order confirmation in order to ensure the most security for you.

13. HOW LONG DO I HAVE TO RETURN AN ITEM?

You may request a refund  within 14 days of the item(s) delivered. 
To exercise your Right to Withdrawal  you may notify us of this intention by post, via email. 

Please find our contact details below:

Tod's S.p.a.
Free Tool Number 01800-517-316  E-Mail: contact-rogervivier-au@todsgroup.com

14. HOW DO I RETURN AN ITEM?

Follow these three steps to return an item(s):

  • 1. To return or exchange an item go to My Account section or Request a return or exchange entering your order number and the email address you used to make the order on our website;
  • 2. Each item must be returned in the same condition in which you received it, and placed in its original box or in a similar, suitable box;
  • 3. Stick the pre-paid return label, which will be sent to you via email, on the original box, making sure to cover the original shipping details; we kindly remind you that you'll need to provide the courier with a copy of the invoice received by e-mail, making sure to cancel the items you do not want to return.
  • 4. Contact UPS at (61) 131 877 or drop your package off at your nearest UPS Access Point. A courier will come and collect your package.