Are you a new customer?
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 name, surname, email address and password to register on rogervivier.com and to access the following areas and dedicated client services:
- - Account Information
- - Saved Addresses
- - Wish List
- - 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 and to which a link to change your password will be sent.
3. HOW DO I FIND MY SIZE?
Each product page will have a size drop down. Depending on product will determine how the product sizing works.
Women’s Shoes drop down is in Roger Vivier’s Sizing with the corresponding US Size in parentheses ( US).
Men's Shoes Drop down is in Roger Vivier’s Sizing with corresponding US Size in parentheses ( US).
On each product page in the size drop down you will find a size guide that can help you find the correct size comparing Tod’s Sizing to EU, UK, US, CN sizing. To even further assist you we also provide the Millimeter measurement of shoe insoles.
On the Size guide you can also find our sizing suggestions. Which will provided you with real advise to how an item fits and whether to size up or size down depending on the specific product.
If need help determining the correct size please do not hesitate to contact Customer Service team.
All returns are free of charge so trying on multiple pairs and sized of shoes and returning (in perfect condition) is encouraged.
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.
We'd like to remind you that you can take advantage of our "check availability", service which details an item availability in our Roger Vivier's Boutiques.
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 CAD 1 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'S 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-ca@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-ca@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 9:00 AM – 6:00 PM EST excluding weekends and national holidays.
HOW CAN WE HELP YOU?
TELEPHONE
833-295-6500 Monday-Friday, from 9:00 to 6:00 PM EST
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.
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 1-3 working days - C$ 30.00
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.
All orders are wrapped in beautiful packaging and include complimentary return labels.
11. CAN I CANCEL OR CHANGE AN ORDER?
After an order is placed it is not gaurenteed if we will be able to cancel or modify an otrder. We ask you to promptly call our customer service at 833-295-6500 or email at contact-rogervivier-ca@todsgroup.com
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.
In case you are unhappy and want to return your items, you can do so by using the provided return label or contacting our customer service to retrieve a complimentary return label. If you would like to exchange your item, you can do so by contacting our customer service team via phone or email to request an exchange item be put on hold.
Once we have received your returned item, we will reimburse your original form of payment. Please note it may take 3-5 business days to see credit back on any bank accounts. If you have requested an exchange we will credit back your original form of payment and recharge the original form of payment for the exchange items.
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?
Should you need to return your purchase, you have 20 days from the date of the invoice to arrange your exchange or return and have your items sent back to us.
We'd like to remind you that Custom Made products are excluded from the Right to return. All products on sale or sold at a discount are excluded from the right to return. Any paid expedited shipping will not be credited to the customer. All products must be returned in a perfect resalable condition. Any items displaying wears with marks or stretches will not be accepted.
14. HOW DO I RETURN AN ITEM?
Follow these two 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 1-800-742-5877 or drop your package off at your nearest UPS Access Point. A courier will come and collect your package.