Cancellation of bespoke item orders

Viviana London does not offer cancellation to bespoke orders; every bespoke order will be discussed with customer and an agreement must be signed that the customer is happy with what they have ordered and all details. Once the agreement is signed, a deposit payment is requested and once down payment is confirmed, no cancellation can be made. Balance payment is requested before the item leaves the factory (this will typically be 2 to 3 weeks before actual delivery date)

Bespoke Orders

Bespoke and custom-made items are not eligible for cancellation rights unless one of the following conditions arises:

• A faulty manufacture process resulting in structural defects that cannot be rectified by Viviana London.
• Damage that has occurred in transit to the customer that cannot be rectified by Viviana London.
• The colour of the item is considered a significant departure from that which is ordered, and cannot be rectified by Viviana London.
• The exterior dimensions (height, width or depth) of the item are in variance from your order by a value that exceeds 1.5cm.

Viviana London, endeavors to liaise with its suppliers, regarding internal configuration of items (shelf spacing, interior paintwork, drawer lining) but these specifics cannot be guaranteed and the absence of such internal requests does not constitute grounds for cancellation.

Viviana London, invites customers to choose patterns from its web site. Such patterns will be recreated by hand by our artisans and as such will not be replicas of the patterns seen on our web site. They will be recognisable as the same pattern but they will not be identical. Customers should allow for a degree of artistic license in the recreation of patterns and a variance in said patterns between the customers item and items pictured on our web site does not constitute grounds for cancellation.

Viviana London, will send customers’ drawings to suppliers but this will serve mostly as a guide and any deviation in measurements other than exterior measurements (height width or depth) will not constitute grounds for cancellation.

Viviana London, will attempt to arrange for the customer’s bespoke item to be in the UK within 3-4 months. However exporting bespoke hand made furniture from overseas is a complex business and occasionally this time frame may be exceeded. Viviana London, will communicate any delays with you. For the customer to be eligible for cancellation there must have been a 9 month wait before any version of the bespoke order has arrived in the destination country (Uk, or anywhere customer is based).

Cancellation Policy to Stock Items – on our web site (does not apply to bespoke orders).

Return of stock item

If a customer wishes to return their item within 5 days of delivery they may do so without giving a reason. Viviana London does not offer a refund; however we will offer a credit note to be spent on our online shop for the same value on other items with one year validity.  

Once the consumer has notified Viviana London,  that they wish to return the order, they must return the goods to us without delay and within 14 days after that notification, unless Viviana London have offered to collect them. Customer will pay for the delivery cost if they decided to return the goods with no reason. (Not faulty items)

Viviana London, retain the right to deduct monies from the refund if the item shows signs of use or unreasonable handling.

If a customer notices a fault within 2 days of taking delivery of their furniture Viviana London will repair or replace said item so long as it can be proved that the fault was present at the time of delivery. However if a customer chooses their own courier or collects and transports the item themselves then Viviana London, are not obliged to repair or replace said item (however we never refuse to assist the customer with repairs by sending replacement parts (knobs, handles, pieces of bone or mother of pearl) and if the item is within a reasonable distance from our warehouse, we often carry out repairs but this is down to our discretion.