Return and Exchange Policy

Return and Exchange Policy

Special attention: In order to create a safe international environment, respond to the call for anti-epidemic. Please ensure that you are healthy and free from infectious diseases such as Covid-19. We do not support returns and exchanges for such groups of people. Thanks for your understanding and cooperation with our work!


Returns (if applicable)

We accept returns of products. Customers have the right to request a return within 30 days of placing an order.
For mutual benefit, before you return an item, we require you to send a photo of the item to customer service so that we can confirm that the item is eligible for the re-shelf policy and we require a receipt or proof of purchase from you. Please consult with our customer service before returning an item.

Notes:Custom-order or personal items do not have a right to 14 days refund.

  • For returns that are not hair quality issues, we charge a restocking fee of 15% of the total order value. (Affected by the current epidemic, all our returned packages need to be sterilized and repackaged.)
  • When the package is delivered, you will receive a confirmation email. If you do not contact us within 7 days, we will not be able to retrieve the package for you in time, and the loss will be borne by you.
  • If the return is caused by the customer, customer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, the customer is not required to bear the shipping fee for this reason.
  • Clearance product and promotion product can not accept return, please choose the color and size suitable for wearing.
  • We try our best to shoot the most realistic color for the product, but there may be slight color difference due to batch, light, monitor, etc., which is unavoidable. People's judgment of color is also very subjective, even if our color and the website is exactly the same, due to different people's naked eye discrimination will also present a different color. If you buy, the default acceptance of minor color difference issues. We do not bear the return shipping cost due to the color difference problem. If you want to confirm the color, you can contact us before you buy. We will try to take more pictures for you in different light.

Why is there a restocking fee for returns that are not hair quality issues?

There are many fees for processing an order. If a return is generated, we need more fees to process the return.
All returns must be thoroughly inspected upon receipt at the warehouse to ensure they are in 100% resalable condition.
1. With the current rampant virus, we need to thoroughly sanitize and repackage all returned packages, even if you do not open it. Because hair extensions are hygiene products, customers need to make sure it is completely disinfected by these treatments before use.
And repackaging requires replacing the inner and outer packaging, operations and materials that require additional time and money.
2. Usually, your order is shipped free of charge at the time of shipment. Whereas expedited shipping is more expensive, if your order is fully completed, then your shipping costs will be deducted from our profit. However, if you return your order, we will not make any profit and the shipping cost will be more than we can afford. This is because USPS, FedEx and other shipping methods do not offer free shipping.
Please do not worry. Return fees will only be charged if there are no quality issues with the item. If you do find a company that does not have a return re-shelving fee, you are indirectly paying for the frivolous returns that company handles through higher prices and/or poor customer service.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@vivien.vip.
Please contact our Customer service at service@vivien.vip to get the return address.

Refund / Exchange Time

Returns will be refunded to the original form of payment within 1-2 working days after we receive your return. Please allow 2-3 working days after your return is received at our returns center for processing.

If you need the refund / exchange in a very short time, please contact our email, our customer service will communicate to help you try to get faster speed.

Exchange (if applicable)

When you order hair online, you might have chosen the wrong hair, wrong length, color don't match, size not fit,etc. It's never a problem to exchange the right hair as long as you contact us in time. Our return policy ensure that both parties feel fair and satisfied during the exchange process.

Please note, however, when starting the return policy, both parties will have certain losses in terms of time and money. This is inevitable. Please consider carefully before placing an order. So that we won't regret the lack of consideration and be willing to bear the corresponding exchange losses.