Last updated: August 12, 2026

At Vivi Montreal, we want you to love what you ordered. If something isn't quite right, we're happy to help with a return, refund, or exchange under the conditions below.

1. Return Window

You have 30 days from the date you receive your order to request a return or exchange.

2. Condition of Items

To be eligible for a return or exchange, items must be:

• Unworn and unused
• In their original condition, with all tags attached
• In the original packaging, where possible

Items that are worn, washed, damaged, or missing tags will not be accepted. We reserve the right to refuse any return that does not meet these conditions and to send the item back to the customer.

Please note that your return shipping cost is your responsibility, as outlined in Section 4. Since we offer free shipping on all orders, no shipping fees are charged at checkout, and therefore none are withheld from your refund.

3. How to Start a Return or Exchange

Contact us at info@vivimontreal.ca with your order number and the item(s) you'd like to return or exchange. We'll confirm your request and provide instructions on where to send your item. Once your return is approved, please ship your item back to us within 3 business days (weekends excluded).

If you have any issue with your order, please contact us first at info@vivimontreal.ca so we can help resolve it directly. Filing a chargeback with your bank before reaching out to us may delay the resolution of your issue.

4. Return Shipping

Return shipping costs are the responsibility of the customer, unless the item you received was damaged, defective, or incorrect (see Section 6 below). We recommend using a trackable shipping method, as we are not responsible for items lost in transit back to us.

5. Refunds

Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to reflect the refund on your statement.

6. Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us at info@vivimontreal.ca within 7 days of receiving your order, including a photo of the item. In these cases, we will cover the cost of return shipping and provide a full refund or replacement, at no extra cost to you.

7. Exchanges

Need a different size or color? We're happy to offer an exchange, subject to availability. Follow the same process as a return (Section 3), and let us know what you'd like to receive instead.

8. Non-Returnable Items

For hygiene reasons, the following items cannot be returned or exchanged unless defective:

• Underwear and swimwear
• Earrings and other pierced accessories
• Sale or clearance items marked as "Final Sale"

9. Questions

If you have any questions about your return or exchange, reach out to us at info@vivimontreal.ca — we're happy to help.