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Returns
- Can I return a product purchased online to a store?You may return an online purchase at a Roger Vivier boutique in the following countries: France, Hong-Kong, Italy, United Kingdom, USA.
- Can I return a gift?If you have received a gift and would like to return it, please ask the person who purchased the item(s) to perform the procedure or call our Customer Service Team.
Follow these three steps to return an item(s):
1. To return an item, go to the My Account or the Request a Return section. Then enter your order number and the email address you used to place the order on our website;
2. Each item must be returned in its original condition, packed in its original box or in a similar, suitable box;
3. You will receive a pre-paid return label by email. Affix it to the original box, making sure to cover the original shipping details;
4. Contact UPS or drop your package off at your nearest UPS Access Point, where your package will be picked up.
- How long does it take to receive a refund?Once we have received your return, we will verify the condition and state of those item(s). Please allow 3-4 working days.
We will process your refund as soon as possible/when the item has been accepted for a return. The refund is made to the original payment method used for that purchase, in the original amount of the purchase.
The funds will appear on your account within one week from the beginning of the return process and/or according to your banking institution's policy.
- What is the return policy?Prior to returning an item(s), please make sure that the item(s) are in the following condition, with respect to the Terms and Conditions of Sale:
- The item(s) must be intact, with all tags and labels attached, and with all relative accessories provided, including any 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;
- Any item(s) to be returned must be brought to a pick-up point within 14 days of contacting Customer Service;
- Any return must only be shipped within the country from which it was purchased;
- The item(s) must be purchased on rogervivier.com and not at store or any of our boutiques;
- In the event that only some items in the order are to be returned, shipping fees for these items will not be reimbursed. Shipping fees may only be reimbursed if the client returns the entire order.
Please return the item without delay, and within 14 days of requesting a return, following the procedure provided. You may only exercise your right to a return within this 14-day period.
If you have received a gift and would like to return it, please ask the person who purchased the item(s) to perform the procedure or call our Customer Service Team.
- How can I return a product ordered online or over the phone?Follow these three steps to return an item(s):
1. To return an item, go to the My Account or the Request a Return section. Then enter your order number and the email address you used to place the order on our website;
2. Each item must be returned in its original condition, packed in its original box or in a similar, suitable box;
3. You will receive a pre-paid return label by email. Affix it to the original box, making sure to cover the original shipping details;
4. Contact UPS or drop your package off at your nearest UPS Access Point, where your package will be picked up.
- Can I return a product bought on sale? Which items cannot be returned?You may return any item, even if you purchased it on sale.
Follow these three steps to return an item(s):
1. To return or exchange an item, go to the My Account or the Request a Return section. Then enter your order number and the email address you used to place the order on our website;
2. Each item must be returned in its original condition, packed in its original box or in a similar, suitable box;
3. You will receive a pre-paid return label by email. Affix it to the original box, making sure to cover the original shipping details;
4. Contact UPS or drop your package off at your nearest UPS Access Point, where your package will be picked up.
- How can I check the status of a refund with Klarna?Once the quality control operations at our warehouse have been completed, you will receive a refund confirmation email. The credit will be available on your Klarna account. Klarna customer service is at your disposal to check the refund. However, you can also verify this information yourself by accessing your Klarna user profile.