Returns & Refunds

At Vivienne & Muse, we want you to be happy with your purchase. If your order isn't quite right, we're here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unworn, unused and unwashed
  • Be in its original condition
  • Have all original tags attached
  • Be returned in its original packaging where possible

To request a return, please contact us at [YOUR EMAIL ADDRESS] with your order number and reason for return.

Please do not send items back without first contacting us. Returns sent without prior approval may not be accepted.

Change of Mind & Sale Items

Unless otherwise stated, eligible sale items may be returned in accordance with this policy.

For change-of-mind returns, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable unless required by applicable consumer law.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, faulty or different from what you ordered, contact us as soon as possible at [YOUR EMAIL ADDRESS] and include your order number and clear photos of the item.

We will assess the issue and arrange an appropriate solution.

Nothing in this Returns & Refunds Policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Shipping costs are generally non-refundable for change-of-mind returns.

Exchanges

If you would like a different size or item, please contact us at [YOUR EMAIL ADDRESS]. Availability cannot be guaranteed.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for change-of-mind returns where applicable. Any exclusions will be clearly stated on the relevant product page.

This does not affect your rights in relation to faulty or defective products under applicable consumer law.

Contact

For any questions regarding a return or refund, please contact:

Email: [YOUR EMAIL ADDRESS]
Customer Care: Monday – Friday
Hours: 9:00 AM – 5:00 PM
Response time: Within 24–48 hours