Exchange & Return Policy

Returns (If Applicable)

Customers are entitled to request a return within 60 days of placing an order. Unfortunately, we cannot accept return requests for orders delivered more than 60 days ago.

To protect the interests of both parties, please contact our customer service team before returning any item. You must provide clear photos of the product for evaluation and a receipt or proof of purchase.

Returned products must be unused, with intact packaging and uncut golden ties. For bundle hair, please ensure the strands are not untied. For topper, tags on the clips must remain attached.

As hair products are classified as hygiene items, we cannot accept returns or exchanges on used products （Gold ties or tags have been removed.） to protect the health and safety of all our customers.

Please do not return items without authorization. Due to the high volume of daily warehouse operations, we will assign the most suitable return address based on your location. Unauthorized returns may not be properly received or refunded.

Used items returned without permission will not be refunded or sent back. Customers are responsible for any consequences arising from unauthorized returns. We appreciate your understanding as we work to maintain a safe and responsible international shopping environment.

Special Notes:

1. Custom and Pre-Sale Orders: Cannot be returned as they are made-to-order and not eligible for resale.

2. Pre-Sale Cancellations: Must be submitted within 2 days of purchase. After this period, cancellations and returns will not be accepted.

3. Refused Deliveries: If a package is refused upon delivery, any resulting loss will be borne by the customer.

4. Return Address: Please confirm the return address carefully. We will email you the correct address. Returns sent to the wrong address are the customer’s responsibility.

5. Return Deadline: Once a return is approved, please send it back within 14 days. Returns sent after this window will not be processed.

6. Return and Refund: Please ensure that all products, including free gifts and accessories etc, are returned with the package. Any items not returned will be charged at the regular price, with the corresponding fees deducted.

Friendly Reminders:

• You will receive a delivery confirmation email once your package arrives. If you do not contact us within 7 days, we may not be able to assist in retrieving your package.

• If the return is due to customer preference, the shipping cost must be covered by the customer, based on the courier you choose.

• If the return is due to our error (wrong item or product defect), we will cover the shipping costs.

• Clearance, Half-Price, Fixed-Price, [US Only], and other promotional items are not eligible for return or exchange. Please choose your color and size carefully.

• Color difference is not considered a quality issue. We strive to show the most accurate color representation. However, minor color differences may occur due to batch, lighting, or monitor variations, and are considered normal. If color accuracy is critical, please contact us before placing your order. We’ll provide more photos in different lighting if needed. Returns due to color difference will not be covered by us.

Why is there a restocking fee for non-quality issue returns?

Processing each order involves multiple costs. When an item is returned, we incur additional expenses including:

• Thorough inspection at the warehouse to ensure resellable condition

• Complete sanitization and repackaging—even if unopened—due to hygiene standards for hair products

• Replacement of both inner and outer packaging, which requires time and material

• Initial shipping costs are often free to customers, but expedited shipping fees are high. If an order is returned, we not only lose the shipping cost, but also the expected profit.

Don’t worry—no restocking fee will be charged if the return is due to a quality issue.

Refunds (If Applicable)

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed back to your original payment method within a few business days.

Order Cancellation

Orders may be canceled before shipment or production. If canceled in time, a full refund will be issued.

Orders cannot be canceled once shipped.

If your order is flagged as high-risk, we will contact you within 24 hours. If there is no response within 7 days, the order will be automatically canceled.

If you receive our email and notice any incorrect information, please contact us promptly to cancel the order.

Late or Missing Refunds

If you haven’t received your refund yet:

1. Recheck your bank account.

2. Contact your credit card company—it may take some time for the refund to post.

3. Contact your bank—processing time may vary.

If you’ve done all of this and still haven’t received your refund, please contact us at: service@vivien.vip.

Return & Exchange Processing Time

Refunds are typically issued within 1–7 business days after we receive your return. Please allow 2–3 business days for warehouse processing after your return arrives.

If you need your refund or exchange urgently, please email us. Our customer service team will do their best to expedite the process.

Exchanges (If Applicable)

It’s easy to choose the wrong style, color, length, or size when shopping online. As long as you contact us in time, we’re happy to assist with an exchange.

However, please note that initiating a return or exchange involves some time and cost for both parties. We encourage you to carefully consider your purchase before placing an order to avoid unnecessary hassle.