Terms & Conditions / Return-Policy


PAYMENT METHODS


We currently accept payment by all major credit cards (Visa, Mastercard, Amex) and via Paypal.

 

RETURNS

We hope that you are pleased with your order. If for any reason you are not fully satisfied, you must return the merchandise within 14 days of receipt.  

Before returning an item please either call us at +41 (0)44 212 6010 or contact us via email at info@viviangraf.com. We need to be notified about the item you wish to return and the reason for your return.

All items must be returned in their original condition, without having been worn, washed or altered, and with tags still attached. We reserve the right of proof for the shipping date.

>> FOR SWISS CLIENTS: Any items purchased on SALE (>50% Discount) are considered FINAL SALE and are not eligible for return, exchange or store credit, including items sold at promotional discounts. Any item purchase on SALE (<50% Discount) can be returned to the store. Customer is responsible for the return shipping cost for Sale items and items purchased at promotional discounts.

>> FOR INTERNATIONAL CLIENTS: Any items purchased on SALE are considered FINAL SALE and are not eligible for return, exchange or store credit, including items sold at promotional discounts.

Return shipments within Switzerland for full priced items only is free of charge. We will add a return label to the packaging for easy and fast return.

International/EU shipping cost is non-refundable. All cost for International return shipment is the responsibility of the customer. This includes orders with free shipping. We highly recommend that you insure all packages, as a full credit can only be issued if the package is not lost or stolen.

You have the option to easily return your purchased item in our store in Zürich free of charge during the opening hours.

SHIPPING

Please allow 2-5 business days for handling and shipping. We generally ship worldwide but if your country is not in our list of destinations, please contact us at info@viviangraf.com and we will gladly assist you with alternative shipping arrangements.

SHIPPING WITHIN SWITZERLAND (2-5 business days in transit)

Shipping within Switzerland is FREE for orders of 50 CHF and above. For orders below 50 CHF we will charge a shipping fee of 7 CHF. The fee will be applied at checkout. 

SHIPPING WITHIN THE EUROPEAN UNION and the USA (3-5 business days in transit)

For deliveries within the EU and to the USA we charge a reduced shipping fee of 15 CHF for all orders below CHF 400. The fee will be applied at checkout. Orders with a total amount of CHF 400 and more are eligible for FREE EU / FREE US SHIPPING. Customs may add an additional duty and tax fee depending on your country of residency.

SHIPPING TO THE REST OF THE WORLD (EXCL. SWITZERLAND, EU, USA) (5-10 business days in transit)

For international deliveries we charge a shipping fee of 35 CHF for all orders below CHF 400. The fee will be applied at checkout. Orders with a total amount of CHF 400 and more are eligible for FREE INTERNATIONAL SHIPPING. Customs may add an additional duty and tax fee depending on your country of residency.

 > We cannot guarantee delivery times. You should receive your parcel within the given times by Swisspost. Thank you for your patience.

> Once an order ships and is in transit, the order can't be canceled.

> The customer is responsible for paying return shipping costs for any returned item/s. Shipping costs are non-refundable.

 

CUSTOMS POLICY (this applies to the EU, US, and rest of the world)

Payment of any duty and import tax is the responsibility of the recipient which is collected at the time of delivery. These charges are not included in your total amount at time of checkout. Duty and import tax is determined by the customs agency of your shipping country and beyond our control. We are unable to estimate these fees as they vary from country to country. The best way to calculate these costs is by contacting your local carrier/customs office. 

 If the recipient refuses delivery of their order due to a customs charge your package will be considered abandoned and disposed of by the shipping carrier and therefore your order is not eligible for refund <

 

LOST PACKAGES

Unfortunately, we are not responsible for packages that may be lost in transit. It is the responsibility of the recipient to locate packages. However, we will do our best to assist you in locating the lost package. We highly recommend choosing a delivery address you trust and preferably one where someone is able to receive and sign for the package.