FAQ

How can I find my size?
Sizes match those displayed on item labels and may be found on our site.
We use European sizing for women's shoes and UK sizing for men's shoes, but strongly recommend that you refer to the size guide to find the right Roger Vivier size for you.
On item description pages, you will find a size guide to help select your size. If you have any additional questions, please do not hesitate to contact us.

Can I reserve a product in store?
With our "reserve in store" service you can order your desired item(s) for pick-up at your nearest Boutique.
Choose your desired item and size, then select your nearest Boutique from our store list.
Complete the process by clicking on "Reserve in Store".
If you wish to reserve an item by telephone, please contact us.

Is there a way to check whether a product is available in store?
The "find in store" service allows clients to check whether items seen online are available at our Roger Vivier Boutiques.
Choose your desired item and size, then select your nearest Boutique from our store list to check the item's availability.
If you require any additional assistance, please contact us.

The product I'm looking for is sold out on the Roger Vivier website. How can I find out when it will be back in stock?
If a product that you are interested in purchasing is marked "sold out", we suggest that you add it to your Wishlist.
We can then contact you via email as soon as the item becomes available.
We also remind you that you can take advantage of our "find in store" service, which lets you know whether an item is available at our Roger Vivier Boutiques.
If you require any additional assistance, please contact us.

What is a pre-order and how does it work?
Pre-order items are selected models that may be purchased in advance online. These items are reserved for you, then dispatched as soon as they become available. Delivery times are indicated online in the item description, as well as in the order confirmation email sent upon completion of your purchase.
If your purchase includes pre-order items with different delivery dates, you will receive these items separately.
Pre-order items may be purchased using Visa, MasterCard, American Express, JCB, Diners Card, Carte Bleue, Discover, Maestro, Visa Electron and PayPal.
Once you have completed your order, an automatic payment authorisation process takes place to verify the validity of your payment card and any available funds. However, the amount for the order is not debited at this stage. All amounts are debited upon shipping of the item(s) and an email is then sent to you confirming receipt of payment.
If you choose to pay for your item(s) using Sofort, the total amount will be debited from your account upon confirmation of your order.

How do I know if I have purchased an authentic Roger Vivier product?
Genuine Roger Vivier items are sold exclusively through a network of Boutiques managed directly by Roger Vivier, at selected franchisees, large warehouses and specialised stores, and on rogervivier.com.
Unfortunately, counterfeit Roger Vivier items may sometimes be found on websites with registered domain names and sold under the Roger Vivier brand name (or slight variations thereof), using descriptive words such as "bags", "outlet", "authentic" or "genuine". These words are specifically chosen by traffickers of counterfeit goods to trick clients into purchasing items from their websites. Please contact us if you wish to report a counterfeit Roger Vivier item or a suspicious website. We kindly ask that you provide us with a detailed description of the item on the website in question, where the purchase was made, the seller, product type, website address etc. We appreciate your help in the fight against counterfeit products and remind you that the official Roger Vivier website is www.rogervivier.com.

How can I identify an unauthorised site?
Counterfeit Roger Vivier items may sometimes be found on websites with registered domain names and sold under the Roger Vivier brand name (or slight variations thereof), using descriptive words such as "bags", "outlet", "authentic" or "genuine".
These words are specifically chosen by traffickers of counterfeit goods to trick clients into purchasing items from their websites. The official Roger Vivier website is www.rogervivier.com.

What should I do if I have a problem with sizing or if a product isn't what I expected?
All items sold on rogervivier.com are covered by our Legal Guarantee of Conformity.
If a product purchased on rogervivier.com exhibits any problems relating to defects or conformity, clients can contact us regarding their query strictly during the Legal Guarantee notice period.
The Customer Service Team will respond promptly to your claim and assist you with the next steps. For more information regarding application of the Legal Guarantee of Conformity, please consult Section 12 of our Terms and Conditions.

Where are Roger Vivier products made?
All Roger Vivier products are produced exclusively at our workshops located in Italy.
Our team of skilled artisans use the finest materials to create each piece with precision and care, ensuring that every stage of production reflects the Maison’s values of creativity, rarity and craftsmanship.

Does Roger Vivier offer repair/alteration services?
Roger Vivier provides after-sales services for products purchased from Rogervivier.com, Roger Vivier stores and authorised Roger Vivier retailers.
HAVING YOUR PRODUCT REPAIRED IN STORE
All our Roger Vivier stores offer repair services and our staff are happy to assist you with an assessment. Our trained client advisors are on hand to give you the best advice and inform you of any related costs for the required repairs, if applicable. Our full list of stores is available via our Store Locator.
SHIPPING YOUR PRODUCT FOR REPAIR
If you are unable to take your item to a Roger Vivier store, do not hesitate to contact us.

Can I track my order?
Roger Vivier sends you several emails during the order process to keep you informed about the various stages of your order.
You can also check the status of your order by connecting to your Roger Vivier account or by clicking here: Track my order.

Can I cancel or amend any of my order details?
If you wish to cancel or modify your order, please contact us as promptly as possible. We will do our best to satisfy your request, but once an order has reached the preparation phase at the warehouse, we are unable to guarantee its cancellation or modification.
If you have received an ordered product and would like to return or exchange it, we invite you to consult our conditions for Returns and Exchanges, which are attached to the order confirmation email and may also be found in our Returns and Exchanges section. Once we have received your returned item, we will refund any payment made or exchange the item, as requested.

What is a pre-order and how does it work?
Pre-order items are selected models that may be purchased in advance online. These items are reserved for you, then dispatched as soon as they become available. Delivery times are indicated online in the item description, as well as in the order confirmation email sent upon completion of your purchase. If your purchase includes pre-order items with different delivery dates, you will receive these items separately.
Pre-order items may be purchased using Visa, MasterCard, American Express, JCB, Diners Card, Carte Bleue, Discover, Maestro, Visa Electron and PayPal.
Once you have completed your order, an automatic payment authorisation process takes place to verify the validity of your payment card and any available funds. However, the amount for the order is not debited at this stage. All amounts are debited upon shipping of the item(s) and an email confirmation of this is then sent to you.
If you choose to pay for your item(s) using Sofort, the total amount will be debited from your account upon confirmation of your order.

Is it safe to purchase items on Rogervivier.com?
All purchases can be made securely on the site thanks to advanced site server certificates and (SSL) coding systems. We only use secure connections, indicated by the prefix "https" and the lock symbol, both of which are displayed in your browser's address bar when you enter our "Checkout" pages.
Our Payments Department checks transactions for fraudulent activity prior to confirming a transaction and may contact you for additional information before confirming the order.

When will I be debited for my purchase?
Once you have completed your order, an automatic payment authorisation process takes place to verify the validity of your payment card and any available funds. However, the amount for the order is not debited at this stage. All amounts are debited upon shipping of the item(s) and an email is then sent to you confirming receipt of payment.
If you choose to pay for your item(s) using Sofort, the total amount will be debited from your account upon confirmation of your order.

Is VAT included in the final price and how do I claim VAT back? Are purchases made on Rogervivier.com tax-deductible?
All prices include VAT. We are currently unable to offer tax refunds for purchases made on rogervivier.com.

My order has been declined. Why is this? Do I need to place a new order?
If you have received an email from us informing you that your order has been cancelled, please place a new order online or contact us.

Can I place an order by phone?
If you wish to place an order by telephone, please contact us and our Customer Service Team will be happy to assist you. Once you have selected your item(s) for purchase, we will ask you for your delivery address and payment information to confirm the order. We guarantee complete protection of any personal data that you provide to us during the payment process. Upon completion of this process, you will receive an order confirmation email detailing the item(s) purchased.

How long does an item stay in my shopping bag?
If you have already signed into your personal Roger Vivier account, the shopping bag remains active for 7 days on the same device.
For guest users, the shopping bag remains active for 12 hours.
Roger Vivier cannot guarantee that pieces placed in your Wishlist or shopping bag will be available in the future.
To secure any desired items, you must complete the checkout process.

Can I include gift wrap or a message with my order?
All items purchased on the Roger Vivier online boutique are sent in their original boxes along with several carefully packaged accessories, including a dust bag, care tips and replacement spikes, if applicable.
You may add a personal message to your order, which is printed on a dedicated note card. This option may only be selected during the order process.

Can I order a product online or by phone and pick it up at a Roger Vivier store?
It is possible to order products online or by phone for in-store pick-up at any Roger Vivier Boutique located in France, Germany, Hong Kong, Italy, Spain or the United Kingdom.

What are your delivery times and costs?
Express Delivery - Free - Delivery within 3-5 business days.
Deliveries are made from Monday to Friday during office hours, excluding bank holidays. Couriers can make up to 3 delivery attempts and after the third unsuccessful attempt, your order will return to the warehouse. Delivery addresses may not be modified after completion of the order process.

Can I ship to multiple addresses?
We are currently only able to ship to one address per order.
To ship to multiple addresses, please place a separate order for each location.

Which countries do you ship to?
Roger Vivier delivers to Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, the United Kingdom and the United States.
Products may also be ordered for in-store pick-up at any Roger Vivier Boutique located in France, Germany, Hong Kong, Italy, Spain or the United Kingdom.

I haven't received my order yet. What should I do?
First, verify the status of your order by clicking on the link provided in your confirmation email to go to the relevant courier website.
You can also check the status of your order by connecting to your Roger Vivier account or by clicking here: . Track my orderRoger Vivier sends you several emails during the order process to keep you informed about the various stages of your order.
If you have any queries, you are also welcome to contact us.

Can I order a product online or by phone and pick it up at a Roger Vivier store?
It is possible to order products online or by phone for in-store pick-up at any Roger Vivier Boutique located in Australia, France, Hong Kong, Italy, the United Kingdom, or United States.

What is your return policy?
In accordance with our Terms and Conditions of Sale, please make sure that the following conditions are fulfilled before returning any items:
- Items must be intact and be returned with all tags and labels attached and any related accessories, including special packaging. Incomplete, damaged or used items will not be accepted for returns.
- Returns must be made within 14 days of the original order delivery date.
- All items for return/exchange must be received by the relevant courier within 14 days of contacting Customer Services.
- All items for return/exchange must only be shipped to the country from which they were originally shipped.
- Only items purchased on rogervivier.com are accepted for return/exchange. Items purchased in stores or Roger Vivier Boutiques will not be accepted.
- If returning multiple items purchased as one order, shipping fees will not be reimbursed unless the client wishes to return the entire order.
Clients are kindly asked to ship their item(s) as promptly as possible within 14 days of expressing their desire for a return/exchange, following the procedure described above. Returns and exchanges are only accepted within this 14-day period.
You may return a gift by contacting the person who originally purchased the item(s) or by telephoning our Customer Service Team.

How can I return or exchange a product ordered online or by phone?
Please follow these 4 steps to return or exchange your item(s):
1. Go to the My Account section or request a return or exchange by entering your order number and the email address used when placing the order on our website.
2. Return any items in the same condition in which you received them, placing them in their original box or a similarly suitable box.
3. Stick the prepaid return label sent to you via email onto the box, making sure to cover the original shipping details.
4. Contact UPS or drop off your package at your nearest UPS access point. A courier will then collect your package for delivery.

Can products purchased online be returned at Roger Vivier stores?
Products purchased online may be returned at any Roger Vivier Boutique located in France, Hong-Kong, Italy, United Kingdom, USA.

Can I return or exchange a gift?
You may return a gift by contacting the person who originally purchased it or by telephoning our Customer Service Team.
Please follow these 4 steps to return or exchange your gift:
1. Go to the My Account section or request a return or exchange by entering the order number and the email address used when placing the order on our website.
2. Return any items in the same condition in which you received them, placing them in their original box or a similarly suitable box.
3. Stick the prepaid return label sent to you via email onto the box, making sure to cover the original shipping details.
4. Contact UPS or drop off your package at your nearest UPS access point. A courier will then collect your package for delivery.

Can I return a product bought in a sale? Which items can't be returned?
All items are eligible for return or exchange, even products purchased on sale.
Follow these 4 steps to return or exchange your item(s):
1. Go to the My Account section or request a return or exchange by entering your order number and the email address used when placing the order on our website.
2. Return any items in the same condition in which you received them, placing them in their original box or a similarly suitable box.
3. Stick the prepaid return label sent to you via email onto the box, making sure to cover the original shipping details.
4. Contact UPS or drop off your package at your nearest UPS access point. A courier will then collect your package for delivery.

How long does it take for a refund to be issued?
Once we have received your returned item(s), we must verify its/their condition, which may take 3 to 4 working days.
Refunds are issued as soon as possible/once the item has been accepted for return. Refunds are made via the original payment method and are equal to the original amount paid.
Any refunds should be displayed on your account within 7 days from the start of the returns process and/or according to the policy of your banking institution.

Can I order corporate gifts on the website?
For full terms and conditions regarding corporate gifts, please contact us.

Can I return or exchange a gift?
You may return a gift by contacting the person who originally purchased it or by telephoning our Customer Service Team.
Please follow these 4 steps to return or exchange your gift:
1. Go to the My Account section or request a return or exchange by entering the order number and the email address used when placing the order on our website.
2. Return any items in the same condition in which you received them, placing them in their original box or a similarly suitable box.
3. Stick the prepaid return label sent to you via email onto the box, making sure to cover the original shipping details.
4. Contact UPS or drop off your package at your nearest UPS access point. A courier will then collect your package for delivery.

How do I register on Rogervivier.com and what are the advantages of doing so?
By creating an account, you can access your order faster, store multiple delivery addresses, view and track orders, and much more.
Enter your full name, email address and password to register on rogervivier.com to gain access to the following information along with dedicated client services:
- Account information
- Saved addresses
- Wishlist
- Payment methods
- Order details

What should I do if I forget my password?
If you forget your password, click on "Forgotten Your Password?", enter the email address used to create your account and a password reset link will be sent to this same address.

How to delete my Roger Vivier account?
Please contact us if you wish to delete your account.

How can I stay up to date with all the latest Roger Vivier news?
Online

To find out all the latest from Roger Vivier, you can subscribe to our Newsletter here

Social Media

You can also follow @rogervivier on the following social networks:
Instagram
Facebook
Twitter
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LinkedIn
WeChat
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Weibo
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Youku

How can I unsubscribe from the Roger Vivier newsletter?
Click here to unsubscribe from our mailing list.

1. Can I still place an order?

Yes, ROGERVIVIER.COM continues to accept orders.

2. How can I make a return?

Online returns are temporarily extended to 30 days for all orders placed by May 4th.

Our warehouse staff is in compliance with the Italian legislative decree, and is taking the appropriate and necessary safety measures; therefore, the processing of the your return may take up to 10 business days.

3. How can I make an exchange?

Online exchanges are temporarily extended to 30 days for all orders placed by May 4th. Contact our Customer Service in order to check the availability of the exchange product and to request a reservation.

Our warehouse staff is in compliance with the Italian legislative decree, and is taking the appropriate and necessary safety measures; therefore, the processing of the your exchange may take up to 10 business days.

4. What is the shipment duration?

Our warehouse staff is in compliance with the Italian legislative decree, and is taking the appropriate and necessary safety measures; therefore, the shipment of your order may take 2-3 days longer.

As usual, we will send you a shipment confirmation email with the tracking link that will let you know when the order will be delivered.

Payments will be charged at the time of shipment.

5. How do I contact Customer Service?

Our Customer Service assistants can fulfill their roles safely and reliably from home, and can be contacted weekdays, from 9 am to 6 pm, excluding holidays.

HOW CAN WE HELP YOU? Request online assistance through the appropriate application that you can find on the right-hand side of the screen; one of our operators will be at your disposal by phone or via instant chat. BOOK A PHONE CALL Through this format, by selecting from 9 time slots during our hours of operation (weekdays, from 9 am to 6 pm), you can decide when to be contacted by our operators.

REQUEST A CALL in order to be contacted by the first available operator. CHAT WITH AN OPERATOR By selecting this icon, an operator will take care of your request via chat.

TELEPHONE You can contact us via our freephone number +39-07-3486-1431 Monday-Friday, from 9:00 to 18:00 CET.

E-MAIL Alternatively you can email us by filling out the contact form; we will reply weekdays (from 9 am to 6 pm), within 24-48 hours.

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FAQ

1. Can I still place an order?

2. How can I make a return?

3. How can I make an exchange?

4. What is the shipment duration?

5. How do I contact Customer Service?