Returns & Refunds Information
Effective date March 2025
We hope you love your purchase, but if something’s not quite right, we’re here to help. Please read below for everything you need to know about returning an item, requesting a refund, or dealing with damaged goods.
Returning an Item
If you’ve changed your mind or the item just isn’t quite what you expected, you can return it within 14 days of receiving your order.
To be eligible for a return:
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Items must be unused, in their original packaging, and in resalable condition
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All tags, labels, and included accessories must be intact
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The item must not fall under our list of non-returnable items (see below)
Customers are responsible for the cost of returning items unless they arrived faulty or incorrect. We recommend using a tracked postal service, as we cannot be held responsible for returned items that go missing in transit.
How to Return Your Order
Returning an item is simple. You can either fill out our online returns form or contact us by email.
1. Fill out the online returns form Click Here or Email us at sales@vivian-may.com with your order number and reason for return
2. Wait for our reply with return instructions
3. Send the item back using a tracked delivery service
4. Keep your proof of postage until your refund is processed
Non-Returnable Items
Some items cannot be returned due to hygiene or customization reasons. These include:
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Commissioned or custom-upcycled furniture
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Opened or used Frenchic Paint products
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Jewellery that pierces the body, such as earrings, nose rings, belly rings, etc.
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Gift vouchers or store credit
If an item is non-returnable, this will be clearly stated on the product page at the time of purchase.
Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please let us know within 24 hours of receiving your delivery. You can do this by either filling out our online returns form Click Here or Email us at sales@vivian-may.com with your order number and a brief description of the issue
Please also include:
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Clear photos showing the damage or error
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Photos of the packaging, if applicable
We’ll review your case as quickly as possible and arrange a replacement or refund, depending on the situation.
If the item is confirmed as damaged or incorrect, we will provide a prepaid return label at no cost to you. This can be sent either as a PDF for you to print at home, or as a QR code that can be scanned at your local Post Office to print the label for you.
Refunds
Once your return is received and approved, we’ll process your refund to the original payment method within 14 days.
Please note:
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Original shipping costs are non-refundable, unless your item was faulty or incorrect
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Refund times may vary depending on your bank or payment provider
Exchanges
We may be able to offer an exchange, depending on the product and availability. If you’d prefer an exchange, just let us know when you contact us about your return.
Cancellations
If you need to cancel an order before it’s been dispatched, please contact us as soon as possible. If your order has already been shipped, you’ll need to follow our returns process once it arrives.
Need Help?
If you’re unsure about anything or need help with your return, don’t hesitate to reach out to us at:
We’re here to help and want to make sure you’re happy with your shopping experience.