Shipping & Returns

Last updated: 28.10.2025

Order Processing

All orders are processed from Monday to Friday, excluding public holidays.
Once your order is placed, you will receive an order confirmation email. Orders are typically processed within 1–3 working days, depending on product availability and order volume.

Custom or made-to-order items may require additional time for preparation before dispatch. Any extended lead time will be clearly indicated on the product page or during checkout.

If we anticipate any delay in processing your order, you will be notified promptly via email.

Shipping and Delivery

2.1 Delivery Methods

We deliver across the European Union and selected international destinations using trusted courier partners.
Shipping options, estimated delivery times, and costs will be displayed at checkout before completing your order.

2.2 Delivery Times

Delivery times are estimates and may vary depending on:

  • your destination country,

  • customs clearance (if applicable),

  • and courier network performance.

Please note that during peak seasons delivery may take slightly longer.

2.3 Customs, Duties, and Taxes

All prices displayed on our website include VAT for EU customers. For orders delivered outside the European Union, customs duties or import taxes may apply depending on local regulations. Such charges are the customer’s responsibility.

Shipping Confirmation and Tracking

Once your order has been shipped, you will receive a shipping confirmation email including your tracking number and courier information. You can use this tracking number to monitor the status of your delivery directly on the courier’s website.

Delivery Issues

If a delivery attempt fails due to incorrect shipping information provided by the customer, unavailability, or refusal of delivery, the order may be returned to us.
In such cases, S.C. VIVIENNE MARIE S.R.L. reserves the right to charge additional shipping costs for re-dispatch.

Please inspect your package upon receipt. If the parcel or its contents appear damaged, please notify the courier immediately and contact us within 48 hours of delivery with photographs and order details. We will assist you in resolving the issue as swiftly as possible.

Force Majeure

S.C. VIVIENNE MARIE S.R.L. is not responsible for delivery delays caused by circumstances beyond its control, including but not limited to customs delays, natural disasters, strikes, carrier disruptions, or governmental restrictions. In such cases, we will do our best to keep you informed and minimize inconvenience.

Returns and Exchanges

6.1 Right of Withdrawal

As a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the date you received your order, in accordance with EU Directive 2011/83/EU and Romanian Government Ordinance OUG 34/2014.

To exercise this right, you must inform us in writing (via email) of your decision to withdraw before the 14-day period expires.
You are not required to provide a reason for the withdrawal.

6.2 Return Conditions

To be eligible for a return:

  • The product must be unused, unworn, and in its original condition, with all labels, tags, and packaging intact.

  • The product must not show any signs of wear, alteration, or damage.

  • For hygiene reasons, intimate garments, swimwear, and custom-made items are not eligible for return unless defective.

Returned items that do not meet these conditions may be refused or subject to a restocking fee.

6.3 Return Procedure

To initiate a return:

  1. Contact us via email at contact@maisonviviennemarie.com within 14 days of receiving your order.

  2. Provide your order number, the item(s) you wish to return, and the reason (optional).

  3. We will provide you with the return address and detailed instructions.

You are responsible for the cost of returning the item, unless the product received was faulty or incorrect.

We recommend using a trackable shipping service to ensure safe delivery. We are not responsible for returned items lost or damaged in transit.

Refunds

Once your return has been received and inspected, we will notify you by email.
If approved, a refund will be issued to your original payment method within 14 calendar days of receiving the returned goods.

Refunds will cover the cost of the product only. Shipping fees, customs charges, and import duties (if applicable) are non-refundable, except in cases of defective or incorrectly delivered items.

In the event of partial returns, only the value of the returned items will be refunded.

Exchanges

We currently offer exchanges for the same item in a different size or color, subject to stock availability. If you would like to exchange an item, please contact us within 14 days of receipt. If the desired size or color is unavailable, a refund will be issued instead.

Defective or Incorrect Items

If you receive an item that is faulty, damaged, or different from your order, please contact us within 7 days of delivery at contact@maisonviviennemarie.com with your order details and photos of the issue. Upon verification, we will provide a prepaid return label and offer a replacement or full refund, including shipping costs.

Late or Missing Refunds

If you have not received your refund within the indicated timeframe, please first check with your bank or payment provider. If you still have not received the refund, contact us at contact@maisonviviennemarie.com, and we will investigate promptly.

Responsibility and Risk

The customer assumes responsibility for the goods from the moment they are delivered to the address provided during checkout. For returned products, responsibility remains with the customer until they are safely received by S.C. VIVIENNE MARIE S.R.L..

Contact Information

If you have any questions regarding shipping, returns, or exchanges, please contact our customer service team at:

Email: contact@maisonviviennemarie.com

Address: Jud. Iasi, Sat Visan Com. Barnova, Str. Sf. Ilie, Nr.100, Et.2, Ap.7

Legal References

This policy complies with:

  • Directive 2011/83/EU on consumer rights

  • Directive (EU) 2019/2161 (Omnibus Directive)

  • Regulation (EU) 2018/302 on geo-blocking

Romanian Government Ordinance 34/2014 on consumer contracts concluded at a distance