Vivian Ferne Policies

 We want every customer to be happy with their purchase with us.  If you are unhappy please let us know and we will do our best to resolve any issues!

Shipping Policy 

Vivian Ferne offers free shipping on all online orders within the 48 Continental United States. Inquires for shipping outside of the 48 continental states, please email sales@vivianferne.com.

Orders require 48 hours to be processed and estimated to ship within 10 business days. Vivian Ferne products are handmade and made to order. Delivery times may fluctuate depending on the volume of open orders. Please note that all custom orders take an extended time to design and process.

Items are usually shipped via FedEx or UPS ground. Transit time within the US can range from 1 to 7 business days. At this time we do not offer expedited shipping. Tracking information is received via email.

If there is damage to the box you must take photos of the damage for record. Please document the damage and send photos to sales@vivianferne.com.

Vivian Ferne does not cover cases of theft. When tracking numbers say the package has been delivered, we assume it to be true. We apologize if theft happened and sincerely hope that the package turns up. 

Vivian Ferne shipping policies are subject to change and may be revoked at any time. Viviane Ferne reserves the right to charge shipping on custom orders.

 

Return Policy

Returns must be shipped back within 30 days of original purchase. If 30 days have gone by since your purchase or if it was a custom order, we cannot offer you a refund..To be eligible for a return, your item must be unused and in the same condition that was received. 

Customer is responsible for return shipping unless the item is defective. 

Please send returns to
Vivian Ferne 
Attn: Returns
8015 Howe Industrial Parkway
Canal Winchester, Ohio 43110

Please make sure to include your order number with the return. 

Custom Orders 
Custom items may not be refunded due to the customization to the product.

Cancellation

Orders containing “non-stock” items can not be cancelled after 24 business hours.  Orders that are stock items can only be changed or cancelled within 48 business hours of the original order date.  

Exchanges
If an item is defective or damaged, send us an email at sales@vivianferne.com and we will send you a shipping label to return your item to Ohio. Once it is received and inspected we will ship the replacement item. 

If you would like to exchange an item for another size please return the item and upon inspection we will replace the item free of charge. The customer is responsible for return shipping. 

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