Refund policy

UK RETURNS

Our Love It Guarantee - We're so confident you'll treasure your personalised bracelet that we offer returns even on engraved pieces. Simply return within 14 days for a full refund minus a £25 restoration fee.

Customers must use the designated QR code sent via email once a return is requested and present this when sending their return. This ensures safe delivery and full insurance coverage. We cannot take responsibility for items returned outside of our authorised return system.

Step 1: Start Your Return

Notify us within 7 days of receiving your order via the Vivi Coo Returns Portal.

Step 2: Receive Your Prepaid Postage QR Code

Once your return is approved, we'll email you a QR code for Royal Mail Tracked 48. Please check your spam folder in case the email lands there.

Step 3: Package Your Jewellery Securely

  • Items must be returned in perfect, original condition.
  • Please include all original undamaged packaging.

Step 4: Send Your Parcel

Simply drop it at any Post Office within 14 days of receiving your order and present your QR code. Keep your tracking receipt for proof of return.

Step 5: Refund

 

EUROPEAN CUSTOMERS

We want you to love your Vivi Coo piece. If for any reason you need to return your order, we offer a 14-day return period from the date of delivery.

Please note: Personalised or engraved items cannot be returned unless faulty.

Return Process:

Step 1: Start Your Return

Contact us at hello@vivicoo.com within 14 days of receiving your order to request a return

Step 2: Pack your item securely in its original packaging

  • Items must be returned in perfect, original condition.
  • Please include all original undamaged packaging.

Step 3: Send your return to us

Return Shipping:

Return shipping costs are the responsibility of the customer for European orders. We recommend using your local postal service's tracked option for security and proof of delivery.

Use a tracked postal service from your local carrier (e.g., La Poste, Deutsche Post, PostNL)

Send your return to: Suite 144, 30 Red Lion St, Richmond TW9 1RB United KingdomKeep your tracking receipt until your refund is processed

Refunds:

Once we receive and inspect your return, we'll process your refund within 5-7 business days to your original payment method.

  • Refunds will be processed once items are received in their original condition.
  • Refunds will be issued to your original payment method within 5–7 business days.