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?

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. We'd like to remind you that you can take advantage of our "discover online & find it store", service which details an item availability in our Roger Vivier 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 will 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. When an order has been made we will ask for your bank to confirm the details that you have entered; we may need to confirm the validity of your card through the use of £1 debit transaction. Such transactions are not debited: we will only debit your Credit Card when your item(s) have been shipped.

6. HOW DO I KNOW IF I HAVE PURCHASED AN AUTHENTIC ROGER VIVIER PRODUCT?

Genuine Roger Vivier items are exclusively sold through a network of Boutiques that are directly managed by Roger Vivier, at a selection of franchisees, large warehouses, specialized stores and on rogervivier.com. Unfortunately, counterfeit Roger Vivier items can be found on websites with registered domain names that use the Roger Vivier 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 item or a suspicious website, we invite you to send us an email at: rogervivier@store.italiantouch.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 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. In the event that a product purchased on rogervivier.com, strictly during the Legal Guarantee notice period, exhibits any such problems relating to defects or conformity, we invite clients to contact our Customer Service Team, via email at: rogervivier@store.italiantouch.com. The Customer Service Team will respond promptly to your claim, and assist you in the next steps. For ulterior 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 8:00- 17:00, excluding weekends and bank 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 8:00 - 17:00.

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.

TELEPHONE

You can contact us via our freephone number 0-800-358-2758 Monday-Friday, from 8:00 to 17:00 CET.

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?
  • - Standard Delivery - within 4-5 working days - £ 10,00
  • - Express Delivery - within 1-3 working days - £ 16.00

Deliveries are carried out Monday-Friday, during office hours, except on weekends and bank holidays. The courier will make 3 delivery attempts; after the third attempt, the order will return to the warehouse. 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: rogervivier@store.italiantouch.com or by phone 0-800-358-2758. 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 can be made securely on the site 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 check transactions for fraudulent activity prior to confirming a transaction and may contact you for ulterior information prior to order confirmation.

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

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

Please find below our contact details:

Italiantouch s.r.l., Via Stendhal 35, 20144 Milano Phone 0-800-358-2758, Fax +39 02 89623481, E-Mail: rogervivier@store.italiantouch.com

14. HOW DO I RETURN AN ITEM?

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

  • - Complete a returns form which can be found as an attachment in the order confirmation email or through the link "Right to Withdrawal - PDF";
  • - Stick the pre-completed and pre-paid returns label on the original box (or on a similar, suitable box) taking care to cover the original shipping details and telephone UPS on: 08457-877-877. A courier will come to collect the box from a suitable location on request;
  • - Should you misplace the UPS returns label, contact customer services on phone: 0-800-358-2758 or via email: rogervivier@store.italiantouch.com, after which we will send you a new label.
  • - Alternatively, you may also go to the Roger Vivier boutiques in London at 36 New Bond St - Mayfair or 188 Sloan St. Once there, the personnel will make the return on your behalf and give you a document confirming it. We recommend keeping this paperwork for your records. At the end of the return process, you will also receive a confirmation email. The invoice is essential for any exchange or return request, and may be presented either in hard copy or in digital format. We remind you that the invoice is sent as an attachment to the shipping confirmation email.

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